Supportbench Reviews

Our group now has a complete customer management system thanks to Supportbench. Everything being in one stage allow us to manage all correspondence in one location and have complete control over our clients and team.

Supportbench is amazing in how it gets things done compared to other success and case the executives arrangements I've used and IMO incomparably superior when it comes to resolving end-user difficulties.

Recently, I have discovered a major fault in the framework(server) that affected one of my situations, but I reported to them anyhow, and the problem was resolved the next day.

I have used many software suites but Supportbench is very easy to use and to integrate into the website also.

The main feature is time saving of the end-user and it's easy to use the software.
Users can raise issues by creating a ticket.

I had one query and it was resolved within an hour. The Supportbench customer support is very good.

I'm very happy with Supportbench. The more I use it, the more I thoroughly enjoy it. I look forward to learning more and utilizing other features of the product. The staff at Supportbench go above and beyond to help users understand the system and answer any questions. They are great to work with and are very responsive.

Supportbench is easy to use. I worried that going to a new case management system would add time to my job but it's quite the opposite. I'm able to obtain information faster and with fewer clicks. I enjoy the color contrast and icons used, it makes training new users much easier to have easily identifiable areas based on the color or an icon. Case templates are one of my favorite features where a standard response can be sent out to the client or multiple clients. The sky is the limit with Supportbench!

I don't have any cons to list at this time. The product is great!

I would recommend Supportbench to any company that has more complex workflows. Companies that have both multiple departments and an influx of regular customers constantly communicating with them. It’s a great platform that’s easy to use and it can do everything in one place.

Having tried a variety of support software over the years, Supportbench comes across as a much anticipated system. So far, it's my go-to customer support and case management platform as it has every feature I need plus a bunch of new ones that I can no longer live without.

We had some challenges as it was very different than the team was used to. But the Supportbench team was great walking us through how everything worked and streamlined how we did things which made the migration was super smooth.

Supportbench has supplied our group with a whole client control system. Because the whole things is in a single platform, all are capable of control all conversation in a single area and feature complete over sight into each clients and group.

Supportbench is precise in the way it does things and IMO a ways advanced with recognize to fixing give up person troubles. Their fitness scoring offers us complete perception into how all our clients are doing.

I have seen many malicious programs infecting to my systems and with every of my instances recently how ever I have found the problem and I have told about my system fault, and it become constant subsequent day.

The end users and developers has access to a compressive customer management system and lots of features including dashboard, add new things and thanks to support bench team for developing such software. End User able to manage all communications in a single location and have complete oversight over both team and end users.

End Users have used many software but support bench is different in how it does things from the other success and case management solutions I have used and in my opinion much better at solving problems for end users. The Health score provides the complete insight into the well being of all end customers.

Now a days the ransomware attack is very easy and normal for the hacker and for the end user also so my PC was also infected and was not working properly so I contacted to support bench customer but they solved my problems very easily.

I would recommend giving Supportbench a try, it’s a different way of working than other ticketing systems out there, but for how we work, it’s great. We have only started scratching the surface of what it is capable of, but it has already been more than worth moving to.

The features of Supportbench are straightforward and easy enough to understand while you’re learning to use the system. When we did have issues onboarding our team, their customer support reps were super friendly and explained things in a way that was jargon-free and easy to understand for someone like me . Even though some of our questions were a bit silly, their reps did not make us feel like they were, and instead explained everything and helped us create a process that’s right for us.

Supportbench has a lot of feature sets that we’re not able to use at this point as our workflows aren’t that complex. With that said, I’m looking forward to use them as our team gets bigger.

Support Bench is a customer management system that allows all of us to manage customer communication and get a full overview of our customers and team.

Support Bench is unique in how that does things, and IMO significantly superior in solving or finishing customer issues. Their health scoring offers all users full insight into the best way our customers are doing.

I stumbled upon a bug within my program with certainly one of my situations. I have sent the matter in their mind plus they fixed that.

I am very happy that we decided to partner with Supportbench for our case management system and it is working well for us. I have managed customer support teams for over 15 years and worked in the industry for over 25. I have used many competing systems and Supportbench is my favorite - I do not hesitate to recommend them.

I implemented Supportbench for my Customer Support team 15 months ago and it has been an excellent fit for us. We are a small software company so it was important to find an affordable solution that I could learn, implement, and administrate on my own.

Supportbench Support is easy to reach and quick to help when I do get stuck. I have been impressed with their ability to seek out feedback for product improvements - and they have quickly added enhancements we requested that made our experience with the system even better.

Supportbench has allowed us to get organized and make sure that no customer inquiries get missed as well as track and measure the performance of my team. The SLA feature helps us to make sure our customers don't wait too long and custom automated notifications keep me in the loop with everything important that my team is working on. Between the Dashboard and the custom views, I am able to monitor KPIs like the number of cases closed, customer satisfaction via surveys, SLAs, knowledge base contributions, and more.

We are on the brink of launching our new customer portal, which is completely powered by Supportbench. Their Support team guided me through the setup and configuration process, and I am excited and confident that our launch will be successful.

I love using the mobile version of Supportbench to keep an eye on things when I am out of the office - but the functionality is limited and I can only perform a few basic tasks. It would be nice to see this feature expanded.

As all the tools (everything) are in centralized, we are able to deal with all correspondence in one place and have full control over both our clients and groups.

I have utilized several achievements and case management arrangements in the past, However, Supportbench is exceptional in how it gets things done, and IMO is very incomparable better when it comes to settling issue for the clients.

Recently A bug in the framework (software) was found by me with one of my cases, and the bug was foxed the next day after I reported it.

Overall, I'm very impressed with the products constantly evolving feature set, interfaces and API capabilities that are 100% based on customer input.

For a small team, they care deeply about user experience, and stay closely aligned with their client needs. I especially love the integrated Chat/Support function that means my agents can ask for support on the product themselves in realtime.

The product has many hidden gem features, but the biggest is the "case management and submission" interface is an e-mail-based approach, which allows for a more natural interface for external customer inquiries. This e-mail centric view allows you to meet the client where they are, vs forcing them to navigate to another portal and form interfaced.

Supported but a rigours e-mail routing, tagging and natural language engine on the back end, it has all the normal ITIL/ITSM case management capabilities needed to meet your regulatory needs. Supporting multiple queues, agent skills routing, SLAs etc., there is about everything that you could need to support your external clients without all the typical hold ups of some of the larger/clunkier ITSM centric case management products.

The hardest part of this product is explaining how different it is from ServiceNow, Remedy and those other ITIL framework forward products. That said, my agents adapted very quickly, and naturally to the product.

Amazing, I'd highly recommend it if you want a quick turnaround and solid immediate results!

You know how it is, Zendesk can be a pain. Irritating to manage, doesn't always put customer service person (tool user) first together with customer, and a hassle to integrate with other tools that you do need to complement their system. It's also not great at a revenue/value focus. SB outclasses it on all these fronts.

What an amazing tool! I've gone through some of the other solutions like Zendesk, Freshdesk, and others, but none offers the intuitive use and design like SupportBench. It's super easy to set up, made a big difference for team performance and customer retention right out the gate (23% increased customer retention!), and unlike the others: the tool hasn't let us down since. Put together it's also much cheaper, so it's a clear win-win-win, while retaining flexibility to integrate with other tools out there. If you are looking for an easy-to-use system that performs better than any other, yet still has the depth needed to expand its use to multiple areas, look no further! Save some money while you're at it!

Honestly, I can't think of much! There was some minor dashboard confusion upfront that turned out to be a small user error that was resolved in a minute. Cause that's it, you get great service too.

Overall, this product has really changed my experience in IT/Helpdesk support. I can't recommend it enough, and hope other companies get on board with using it, as I feel it'll help many other support technicians simplify their time at work, just as it's simplified mine.

This software has been incredible in helping us track ticket requests more accurately, with a wonderful interface, to boot. The notes have been a huge help in keeping track of the situations on each ticket, and it does this better than other software, in my opinion.

I have yet to see any real errors, which I can't say for a large amount of other ticket-management software out there. The lack of limit on queues has been amazing for keeping things organized and flowing well during heavy-traffic business hours. The interface is also amazingly clean and simple in its design, while still having all the features easily accessible.

It's amazing how well this software is designed, and I hope to see it grow. I've learned a lot about what support desk software is capable of without breaking the bank for the company. Every time I've needed help, they've always been able to fix it within a few minutes, as well. They provide truly top-notch customer support that I feel falls off a bit with the more expensive and higher-end software, such as Zendesk.

There was a bit of a hiccup as I was learning how to use it, but it ended up being on me. Their customer support came to the rescue once again and helped me sort it out in no time, so I honestly can't say I have a con at this point.

Supportbench has furnished our group with a total client the board framework. Since everything is in one stage, we are ready to deal with all correspondence in one spot and have full over sight into both our clients and group.

Supportbench and the other achievement and the executives arrangements I have utilized, Supportbench is novel by they way it gets things done, and IMO Infinitely better concerning settling end client issues.

I found a bug in the framework with one of my cases as of late, yet I have sent the issue to them and it was fixed the following day.

Supportbench is working well for us because there is transparency, it is easily accessible, cost-effective, and you get help anytime you need it. I highly recommended it to those in need of a Customer Success platform.

Supportbench has become such an integral part of our company now because of how many different things we use it for. We maintain all communications through our company with Supportbench. We rely on it for all of our customer and database management. It’s the first system we’ve had that fully integrates with both Salesforce and Jira.

It’s a great system but as one says, “nothing is perfect” I feel there can be some room for improvement with design, from a UX perspective.

I think Supportbench is an indispensable tool for us to keep track of our cases.
I love the feature that let us represent our customers on the email and platform side.

It's flexibility and customization. I have everything at my fingertips to add and keep track of our customers' cases.

It took a little bit of time to set it up just the way we wanted it.

My experience with this software is very positive, in particular with the support team. Also, the user interface is very intuitive and easy-to-use, so I definitely recommend it

Great customer support team. They are always available to help you and suggest the best way to proceed.

Slightly above average price but really worth it.

Supportbench has very furnished in our group with a whole patron control system, Because the whole thing is in a single platform's and end user capable of manipulate all verbal exchange in a single vicinity and feature complete oversight into each other clients.

The Alternative fulfillment and case control answer I have used Supportbench is a particular in the way it does things and IMO a long way advanced with recognize to fixing quit consumer troubles.

The Supportbench customer support is very helpful and the support has given me great support to resolve issue within the system and issue was resolved within the 2 hours.

Overall, I think that Supportbench is a solid choice for a web based ticketing system, it is flexible for various needs. Their associates bend over backward during the implementation process and when live to ensure a positive experience.

Support and customer care is off the charts; the product is versatile and able to accommodate multiple divisions; all around great ticketing product - does its job and does it well.

Lack of documentation for training and implementation.

Application is easy to figure out and navigate through problem-solving tickets the application can use some work when attaching files/documents.

Easy to navigate through tickets.
Great drop down selections to organize tickets in queue.
Can link tickets to JIRA.

Outbound emails should be more user friendly.
Attaching files should include an actual file rather than link.