Supportbench Erfahrungen

Empowering our team with Supportbench

Kommentare: The support bench impressed us with its exceptional features. Their reports on customers that use AI give us quick information that helps us understand what our customers want better. Moreover, the "create a response" feature has revolutionized our response times, allowing us to engage with our customers swiftly and efficiently.The benefits to our company have been remarkable. Support bench has empowered our support team to be more proactive and efficient than ever before. This, in turn, has led to heightened customer satisfaction levels, as our customers receive quicker and more personalized assistance. As a result, our company has experienced substantial growth, both in terms of revenue and reputation.However, it's worth mentioning that while Supportbench excels in many aspects, the absence of an offline mode can occasionally pose limitations. Additionally, we had hoped for more hands-on support during the initial setup phase. These minor drawbacks aside, Supportbench has undeniably transformed the way we manage customer support, and its benefits far outweigh any limitations.

Vorteile:

Supportbench's AI-driven customer summaries have been a real game-changer for our team. They offer rapid insights that help us better understand our customers' needs and concerns. The "create a response" feature is a true gem, dramatically boosting our response efficiency. It's like having a trusted assistant that streamlines our workflow and ensures we provide top-notch support.

Nachteile:

The absence of an offline mode can be limiting, and we had hoped for more hands-on support during the setup.

Support Bench - Case Management

Kommentare: Support Bench does a great job and consolidating cases (emails in regards to my companies data). It allows the teams to understand what cases require immediate actions and what cases are less important. (prioritization). And this prioritization is very flexible and can be tuned to our specific company and team on the platform.

Vorteile:

Very flexible - Support Bench can be tuned to work the way I want it to. There are different teams within my organization that use Support Bench and they have different needs. We are able to customize workflows based on each teams' needs. The interface is clean and can be modified to suit each user. There are many functions that allow quick handling of cases. Cases are grouped together to keep things clean and concise and saves time when questions arise. The environment is highly collaborative and has allowed the teams to work closer together now than ever before. This has also allowed the teams to provide faster and better support. We can very quickly and easily expand the use of Support Bench within the organization. It is incredibly scalable and there are no concerns about adding users or teams.

Nachteile:

The learning curve can be a bit high. I think this depends on what you want to accomplish. Because Support Bench is so configurable, it can be easy to add complexity. There was no 'manual' to explain the basics. This would be helpful when getting onto the platform. However, it is a fairly easy system so this is not a big deal.

Good for sharing data sent to a distribution list

Kommentare: Not much, just having all support requests stored in the same place and shared between all team memebers

Vorteile:

It allows us to see what is going on with all requests sent to our support DL. We stopped relying on emails

Nachteile:

You can miss replies to already existing cases. Notifications are not good enough. Cases get insanely duplicated

Supportbench Delivers: Scalable & Insightful

Kommentare: Supportbench not only met but exceeded our expectations with its powerful, scalable tools and AI-driven insights.

Vorteile:

The seamless migration and the ease of use stood out, making the switch smoother than anticipated and boosting our team’s morale.

Nachteile:

Transitioning systems was intimidating at first, fearing potential disruptions.

Working with Supportbench is a partnership

Kommentare: Supportbench is helping us support our customers as we always have done, but it is now giving us the ability to move to giving our customers a better service as we now have a better understanding of what they need through analytics and data rather then the 'gut feel'. The biggest asset Supportbench has is their team, they are responsive, they want to understand how your business works, and are continuously looking to add value to what they are offering so you in turn can offer more to your customer. When working with the Supportbench team it is a partnership, we are all working together to get the best for our customers and teams.

Vorteile:

1. The ability to view what types of communications are coming into my team, allowing for more specific and valuable coaching and training of the team. 2. Supportbench allows each 'case' to stay together, by that I mean all emails, phone calls, notes are all in one place, if you want the information you just have to go to one case, instead of looking at multiple emails, notes etc. This is a game changer for my team. 3. the ability to use specific words within the content of an email to prioritize or direct that case to specific team members 4.Ease of customization of the screens, drop downs, create mandatory fields etc 4.Detailed reporting of KPI's for the team, but also specific customer details, reasons for contact, number of contacts, time taken to respond etc.

Nachteile:

Initially my team were a little resistant to the change, having just used MS Outlook, but with the Supportbench team's support we were able to implement changes that made it more tuned into my teams needs and made it more 'comfortable' for them to use.

Amazing tool - all in one but also specialized. Super easy to use, MUCH better performance.

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

Vorteile:

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!

Nachteile:

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.

Supportbench Customer Service Management Review

Kommentare: Supportbench is a full-stack Customer Service Management tool, ticketing system, and analytic tool that is affordable, customer-friendly, and provides a better understanding of products and services that customers need through analytics and data. It is also cross-platform as it is available on web-based, cloud, SaaS, and different operating systems, ie. Windows, Mac, Linux, Android, and iOS.

Vorteile:

Quick and efficient workflow turnaround in less time, with immediate results. Bright visual interface showing an interactive dashboard, including real-time customer service tickets to work on and ease of customization. You can view the types of communication requests coming in - all emails, phone calls, notes, etc. are in one place and can be shared between all team members. There are user forums to engage customers, and keywords are highlighted within communication requests to allow the direction of prioritized cases to team members, as well as the creation of customized surveys. Ability to log and keep track of multiple checkpoints across different platforms, thus giving detailed reporting of KPIs.

Nachteile:

Requires a bit of time to get past the initial learning curve of some of its more complex tools. It may also take some time to enable and activate some of the more powerful features, such as automation and workflows. At times you can miss cases, or miss the responses to already existing cases. Sometimes cases can be duplicated, and the notification system can get crowded.

A Comprehensive SUPPORT Solution

Kommentare: Thus far, our experience with Supportbench has been fantastic. It’s been the perfect system for managing our high volume of incoming cases extremely quickly and easily.

Vorteile:

One big draw to Supportbench is the price point. It’s incredibly cost-effective, especially when factoring in the volume of feature sets as we’ve been able to replace some other expensive tools with Supportbench. We also didn’t spend a lot on the initial set-up and training.

Nachteile:

There are some reporting features we’re waiting for, however, Supportbench’s documentation and internal support has been great with work-arounds.

Data-Driven Support

Kommentare: The seamless management tools, paired with AI-driven features, have made customer interactions both efficient and insightful.

Vorteile:

The seamless management tools, paired with AI-driven features, have made customer interactions both efficient and insightful.

Nachteile:

The software could improve by expanding its multilingual capabilities.

Easy to navigate Support platform.

Kommentare: Needed Salesforce and Jira integrations, not just plug-ins, and Supporbench was the only system that could do that for us, with chat.

Vorteile:

The Supportbench pricing model helped suit our smaller company as we are growing. We’re paying a reasonable per-agent rate and it only incrementally increases as we scale. The first in first out prioritization of most systems haven’t ever suited us, the method of SLAs of Supportbench works well with our complex workflows.

Nachteile:

Their trial version was gated so we couldn’t just test it out without reaching the

Great Product with Endless Customization

Kommentare: We are a Prime Support Contractor for US Army in Middle East. Working in a multicultural multilingual environment has significant customer service challenges. Specifically, we have over 150 rental vehicles out in one particular fleet with no centralized repository for service requests. Support requests (service issues for the vehicles) came as a whirlwind of phone calls , emails, sms's, chats, etc.. with no central repository for tracking. Support Bench was able to get us up and running with a customized solution within 4 hours. Pros:
1. Excellent pricing model, unlike most software which tease you with additional functionality with every increasing pricing plans, Support Bench gives full functionality based upon a declining price model for an increasing number of users. It is exceptionally price effective at small and large scale deployments. 2. Unlimited customization that curupasses the competitions simple interface that often is supported by underdeveloped code. 3. Support Bench supports their clientele consistently and with exceptional professionalism
You are NOT dealing with a cookie cutter software package that spends more money on marketing than development with an offshore customer support team.... when you need support, you are dealing with developers and people that can advise you on the "big picture" beyond what the average business owner would even imagine they would need in the future. 4. Real time software modification and implementation of global features; as some of the requirements we had were specific to a vehicle rental business, they added functionality that they saw would be beneficial for other clients with similar business models. Cons:
1. As expected the large amount of customization makes it a little overwhelming at first, but the interface can be very easily limited to the exact functionality required. As we have seen in the past 6 months of use, that additional functionality is extremely beneficial down the road.
2. I am not computer savy so ideas like "sandbox" and other standard terminology was not immediately understood, but after a couple days I realize the benefit of the features.
3. When critiquing the service (as in this review) , Support Bench users will tend to write such complimentary reviews that they will appear to be shills.

Vorteile:

Please refer to comments

Nachteile:

Please refer to comments

Switch to Supportbench

Kommentare: We had a fractured Support process and with Supoortbench's KCS knowledge base, we have been able to revamp our entire customer support department for the better.

Vorteile:

Migrating from Jira was like swapping SVN for Git. Dynamic SLAs? That's some real-time multithreading magic. The 360-degree customer overviews? Like monitoring with Prometheus on steroids.

Nachteile:

Their documentation feels like an obfuscated code contest winner. Informative, but a tad puzzling.The general impression of Supportbench:Supportbench is the DevOps of customer support platforms: a CI/CD dream, minus the occasional merge conflict.

Title: Streamlined NPS with Supportbench

Vorteile:

Overall:I've been using Supportbench for a while now, and it has been a significant asset to our customer support operations. One of the standouts for us is the NPS management tools; it’s helping us improve our scores and gather valuable feedback from our customers.Pros:The customizable surveys have been a game-changer; allowing us to ask specific questions that help us identify areas for improvement in our products and services. We've been able to track our NPS scores over time, which has helped us set goals and monitor our progress.

Nachteile:

Cons:Some of the more advanced features require additional training and onboarding, which has been somewhat time-consuming for us.

"Exceptional Service, Happy Customers":)

Kommentare: We’re focused on the Post-sale experience, so what we’re most concerned about is the customer portal and knowledge base and Supportbench accomplishes both with precision.

Vorteile:

The big draw for me is the reporting analytics within Supportbench. It’s given us invaluable insights into our customers and staff. Insights we’ve never had before.

Nachteile:

We couldn’t get up a running at the click of a button. It took 2 weeks to get the team fully up to speed, but now that we’re up a running, we haven’t had much in the way of disruptions.

Support Bench Saved us Hundred hour

Kommentare: There are still some integrations in the system that we’re looking for and looking forward to them building it down the line.

Vorteile:

We have been using Supportbench for a over a year now and it has been helping us streamline our workflows. The customer support team at Supportbench is also incredibly friendly and helpful; shout out to [sensitive content hidden]! 😊

Nachteile:

Some of the features in Supportbench… I’ve never seen them in any system. It’s great as I can work the way I want to work with the tool that I need at my finger tips. The system's features are also well-organized, it feels as though a Support Team actually built it.

Resolving IT tickets in NO Time

Kommentare: Working in customer support is challenging at the best of times and Supportbench has become my favorite software. It helps me organize my work, notifies me of things I need to get done, and makes my life a lot easier. I also have to give a shout out to their support team, I read reviews before I started my trial that said they were great, and they really are and make you feel like they are a part of your team.

Vorteile:

From the initial trial to the onboarding, it’s been surprisingly friendly and easy to walk through. You don’t have to be an IT expert to know how to use it or add integrations, you just need to know what you want, which can be challenging. For things that I haven’t been able to answer, I’ve been able to find videos that are easy to follow and if I can find one, their support team made videos for our team to watch and follow. One of my favorite parts is that we can brand it with our company logo and colors, it makes it feel like software built just for us 😊

Nachteile:

The user interface takes a bit of getting used to as they so things pretty different from any other ticketing systems I’ve used in the past. Could use some tweaking here and there.

Can’t live without Supportbench.

Kommentare: The team at Supportbench was integral to taking our department to the next level. Even after onboarding and training of the platform, they stayed in contact with us to ensure our workflows were optimal and we were using Supportbench to the full extent to maximize Customer Success.

Vorteile:

The internal team at Supportbench helped us at every step, before data migration, to organize our department better and after training to ensure every team member was making the most of the platform. Supportbench is such an intuitive system and I’ve been able to customize it to speed up my workflows and efficiency. It’s made a world of difference for our team, department and the departments we interact on a daily basis with. Can’t live without it!

Nachteile:

The team at Supportbench is exceptional. I wonder if they’d be doing so well without such a stellar internal support team.

True Omnichannel Support

Kommentare: The Omnichannel range of communication with Supportbench has been endlessly helpful. We’ve never had such a cohesive system with multiple touch points before; from email, to phone to chat to social. It’s allowed us to finally work in a way that suits our specific customers’ preferences.

Vorteile:

The flexibility of our communication channels has been invaluable in improving our customer satisfaction rates and even reducing churn rates. We’re able to make such quick decisions and resolve cases because we have everything we need on-hand in real time. It’s helping us build much stronger relationships with our customers and our hope is that we’re able to get increased upselling and even persuade some champions to refer us.

Nachteile:

Supportbench is valuable in so many ways, but it’s a pretty robust platform and it’s going to take a while to access all feature sets.

From Reactive to Proactive with Supportbench

Kommentare: Supportbench equipped us with actionable insights, facilitating proactive decision-making. The software's ability to scale up ensured that our growing support needs were met.

Vorteile:

Its AI-driven features, particularly the KB Article Creation from case solutions, transformed our support dynamics, making operations smoother.

Nachteile:

The transition to its user interface took some time, but the advantages it brought overshadowed the initial hiccups.

A Great Customer Support Solution!

Kommentare: Supportbench is working well for us atm because it’s all-encompassing. Everything we need is in one platform so we don’t have the mess of a bunch of different tools.

Vorteile:

Using Supportbench, we’ve been able to funnel all if our incoming tickets, whether via phone, email, web, Facebook or chat, into a single centralized location.

Nachteile:

I use the score cards a lot but the analytics within their interface is a little strange.

Supportbench is more than ticketing system

Kommentare: Supportbench is more than a ticketing system for us, it’s helped us in every area from Support to Success and even with Sales communication.

Vorteile:

I’d say the dashboard is a game changer for me. I can clearly see which cases require immediate and urgent action and which are less important. I’m finding I’m not spending time on wasteful activities. The SLA alerts help me resolve issues before any alarm bells go off. I have way fewer complaints coming in.

Nachteile:

I’ve identified a couple of bugs so far, but their team seems quite responsive.

Supportbench is ideal for complexity

Kommentare: So far, I've been very pleased with my experience with Supportbench. It offers a comprehensive customer service tool set but it can also perform as project management software as well.

Vorteile:

I’ve been using Supportbench for ticketing to enhance our customer service department, but I found that it has some pretty decent project management tool use cases. The ticketing features work well because we can customize them to match our various valued clients. I now longer spend endless time on wasteful communication.

Nachteile:

If your workflows are simple, this might not be ideal for you. But if you have a fairly involved support process, Supportbench is ideal.

Powerful Yet User-Friendly - A Leap Forward from Zendesk

Kommentare: From my perspective, Supportbench truly shines in terms of accessibility and configurability. The fact that it doesn't necessitate an IT team to manage the system is a game-changer. The autonomous operation potential it offers allows us to focus more on our customers and less on the technicalities.

Vorteile:

The shift from Zendesk to Supportbench has been a significant upgrade for us. The functionality has streamlined our support process, helping us enhance the quality of our service and build stronger relationships. The customizable dashboards have particularly allowed us to optimize our strategies, while the customer health scoring and 360-degree customer overview have ensured a tailored approach to each customer interaction.

Nachteile:

The software, as much as it is impressive, does lack in one area - the documentation. I believe a more extensive user guide would make the experience smoother for newcomers. This didn't deter my overall experience but certainly left some room for improvement

Highly Recommended Tool for Every Customer Support

Kommentare: We’ve recently moved from an older ticketing platform to Supportbench and the transition was easier than we expected. Supportbench is more comprehensive, but at a fraction of the price

Vorteile:

It’s so easy to see customer health with Supportbench. At a quick glace, the dashboard gives me health scores of all customers so I know who’s at risk before alarm bells go off. I can respond long before there’s an urgent problem. My teams productivity has had a dramatic increase, our customers are showing way more satisfaction and so far our retention rates are up and churn rates are down.

Nachteile:

There are a lot of updates to Supportbench and we need to stay on top of all the new features so we can add additional value to the team, but sometimes it’s hard to keep up.

Supportbench is more than just Ticketing software.

Kommentare: I've had a great experience with Supportbench, which is rare as previous ones have been quite disappointing.

Vorteile:

It’s really easy to use and the search process is quick because everything in Supportbench is fully integrated. It’s both ticket management and communicates will with both Sales and Dev. Our customers have never been happier as our response times have increased and we have fewer issues and escalations.

Nachteile:

There is some serious oversight with Supportbench, so I really need to stay on top of things.