Supportbench Reviews

Supportbench

Supportbench: AI-Powered Enterprise Support Mastery

Overall rating

4,9 /5
(96)
Value for Money
4,9/5
Features
4,7/5
Ease of Use
4,8/5
Customer Support
4,9/5

97%
recommended this app
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96 Reviews

Pias
Pias
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Reducing escalations with Supportbench

Reviewed on 2023/03/18

Unlike our previous system, Supportbench is super easy to use. Because of the cohesiveness and...

Unlike our previous system, Supportbench is super easy to use. Because of the cohesiveness and analytics imbedded in the dashboard, our customer’s problems immediately clear and it’s much easier to solve tickets.

Pros

Because of the Supportbench SLA’s and knowledge base features there are customized prompts that give quick solutions to our team and to customers and prevents unnecessary tickets being opened. We’ve been able to maintain consistent entries and reduce escalations, to a point that our retention rates have increased.

Cons

Their internal support team is great, but I don't want to ask all the time. I think I need another training session to explore the system further.

Verified Reviewer
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Switch to Supportbench

Reviewed on 2023/08/31

We had a fractured Support process and with Supoortbench's KCS knowledge base, we have been able to...

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.

Pros

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.

Cons

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.

steven
Overall rating
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

It never leaves your customers hanging

Reviewed on 2018/03/24

Pros

I love that it helped our agents assist and review customer issues quickly and also personnalize responses.

Cons

Nothing to say, price is good and love the user friendliness. Our agents didn't need extensive training

Kevin
Kevin
Overall rating
  • Industry: Financial Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Transitioned from Salesforce Service Cloud, and are never looking back!

Reviewed on 2018/01/17

Better workflow in less time, with quicker results. Simply an amazing product, and am excited to...

Better workflow in less time, with quicker results. Simply an amazing product, and am excited to see what features are coming down the pipeline.

Pros

Supportbench was made for and by someone who knows how to support customers, and isn't just a product bolted on top of a sales platform. The workflows presented for support agents is very intuitive, and the ability to log multiple touch points from different platforms is incredible.

It has an incredibly bright, visual interface which informs an agent's workflow, not just showing them a backlog of cases or tickets to work on.

Cons

Supportbench has an abundance of features, with more being added seemingly daily. While you can easily get setup quickly, it can take some time to activate some of the more powerful features, such as workflows/automation; however, with Supportbench's amazing support team, these cons are easily overcome.

Warren
Warren
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Supportbench : The unsung hero of Customer Support

Reviewed on 2023/07/13

Supportbench has allowed for our team to work as productively, efficiently and effectively as...

Supportbench has allowed for our team to work as productively, efficiently and effectively as possible like a well oiled machine. With today’s socio-economic problems, one is always concerned about staying afloat, however with Supportbench affordable price range, I need not worry anymore.

Pros

The standout feature of Supportbench is that it allows me to customise my day to day experience. From the influx of emails to weekly reporting, Supportbench has allowed email management to feel like a breeze. Our team is able to work with and present accurate information with the scheduled data reports feature. Supportbench allows our team to work wherever, whenever as there’s more than just one way to receive notifications.

Cons

Over the years I have realised that not all of us can learn and adapt easily as the next person so even though I am becoming a pro with Supportbench, I do think it may need to become a bit more hands with their explanations or even come up with a simpler how to guide

Nkechi Eucharia
Nkechi Eucharia
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

B2B customer Review

Reviewed on 2023/02/21

In my experience, Supportbench has been an outstanding platform for delivering exceptional customer...

In my experience, Supportbench has been an outstanding platform for delivering exceptional customer service and support .it is user-friendly, flexible, and ideal for all our customer's issues and escalations.

Pros

The interface and tools such as the scorecards and sentiments analysis and great workflow automation are helping us monitor all customer's activities. Retention is of high concern for us, So our customer satisfaction is the ultimate goal for our Support team and the SupportBench helps to achieve this.

Cons

There have a lot of amazing features with more being added daily as it seems. One has to keep up to be able to fully utilize all that it has. With the amazing support team, this con is easily handled as they help you walk through the process or challenges.

Albert
Albert
Overall rating
  • Industry: Banking
  • Company size: 10 000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Supportbench

Reviewed on 2023/02/21

General Impression:Supportbench allowed me to keep good control of our case management and has...

General Impression:Supportbench allowed me to keep good control of our case management and has allowed me to improve response times and quality of service

Pros

ProsIt’s been quite easy for us to use on the internal support end, but also on the customer end with regard to the knowledge base and customer portal. We’re able to effortlessly keep track of everything because there seems to be some seriously intuitive AI automation going on in the background.

Cons

ConsWe’re paying for agents that aren’t all using the platform. We definitely need to reduce some agent privileges.

Bodounrin Joël
Overall rating
  • Industry: Design
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Wais-Benin

Reviewed on 2023/09/29

This software has marked its place with us, to help companies in quick results to meet customer...

This software has marked its place with us, to help companies in quick results to meet customer expectations but more improvement is needed.

Pros

It is an incredible software for me thanks to the ease of work of access of customers and companies to its management of the service catalogue, remote control...

Cons

The remark made is that the notification system is not yet good

Ahmed
Overall rating
  • Industry: Business Supplies & Equipment
  • Company size: 2–10 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Great Ticketing Software Supported by AI

Reviewed on 2023/09/08

With Supportbench, we've seen a remarkable uptick in customer satisfaction. The customizable...

With Supportbench, we've seen a remarkable uptick in customer satisfaction. The customizable dashboards make data-driven decision-making more intuitive..

Pros

I've found the dynamic SLAs and KCS knowledge base particularly handy in streamlining our support process. The AI-driven sentiment analysis is a game-changer, offering real-time insights into customer feelings. But the standout feature has been the AI Predictive CES, which offers a quick glance into customer's feedback on case resolutions, coupled with the AI First Contact Resolution detection. It’s amazing how accurately it identifies if a case was resolved on its first contact.

Cons

While the regular updates indicate active improvements, they can sometimes be a little annoying. Although, with time, I've seen these changes ultimately bring more value.

John
John
Overall rating
  • Industry: Consumer Electronics
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Achieving Excellence with Supportbench

Reviewed on 2023/09/05

With Supportbench, our support team has become more proactive and efficient, enhancing customer...

With Supportbench, our support team has become more proactive and efficient, enhancing customer satisfaction and company growth.

Pros

Supportbench’s AI-driven customer summaries offer rapid insights, and the "create a response" feature dramatically boosts our response efficiency.

Cons

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

Amarachukwu
Overall rating
  • Industry: Executive Office
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Best system for high volume Email management

Reviewed on 2023/03/17

Pros

The transition from our previous system to SupportBench has been way less painful than we expected. Their data migration process is quite seamless and there wasn’t much in the way of lag time or real delays getting up and running.Their email management is key for us as most, if not all of our communication is through email and you can comfortably live in the Supportbench email as it almost exactly mimics Outlook. Also, all of our communication has much better visibility than before and we can look at cases in great detail.

Cons

During the frequent updates, there’s additional features added that we don’t have time to go through.

Julie
Overall rating
  • Industry: Apparel & Fashion
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Title: Streamlined NPS with Supportbench

Reviewed on 2023/03/15

Pros

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.

Cons

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

Verified Reviewer
Overall rating
  • Industry: Apparel & Fashion
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

"Exceptional Service, Happy Customers":)

Reviewed on 2023/02/21

We’re focused on the Post-sale experience, so what we’re most concerned about is the customer...

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.

Pros

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.

Cons

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.

Verified Reviewer
Overall rating
  • Industry: Retail
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The ultimate customer support experience.

Reviewed on 2023/03/01

Pros

Supportbench has helped us increase efficiencies in all areas of customer service, but also their own Support team helped us fix a lot of the ways we had mismanaged our Support and Success department. I feel they went above and beyond with their assistance.

Cons

We had some challenges at the start as we had a lot of different information in completely different places. Supportbench took some time but helped us bring almost everything into one place.

Usman
Overall rating
  • Industry: Education Management
  • Company size: 2–10 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great Experience

Reviewed on 2022/05/30

The communication we have between Support and Sales had greatly benefited our bottom line. Very...

The communication we have between Support and Sales had greatly benefited our bottom line. Very pleased with the outcome of this system.

Pros

Well, since implementing Supportbench and collaborating with their team, we’ve completely changed the way we work within Support and Success. We’re focused on our customers and we’re finding increased revenue opportunities and able to achieve a higher level of referral-based customers.

Cons

We had some issues when we first began but we have a dedicated support person now and we’ve had no issues since then.

If you're comfortable with this and you think you can give us a good review, I can send over the links for you to post on. Once you send me screen shots of the 3 posts, I'll send you the first milstone.

Nedys
Nedys
Overall rating
  • Industry: Internet
  • Company size: Self Employed
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Streamlining Operations with Supportbench

Reviewed on 2023/03/14

Since everything is integrated into one place with Supportbench, we have the added advantage of...

Since everything is integrated into one place with Supportbench, we have the added advantage of being able to customize the way we manage tasks, whether they are independent or in teams, which gives complete visibility to everyone, thus increasing satisfaction for each client.

Pros

A big plus for us is Supportbench’s ticket management. The platform makes it easy to assign tickets to the right team members and track their progress. This has helped us ensure that no tickets fall through the cracks and that our customers receive timely support, no matter how complex the issue is. Additionally, the platform integrates with all of our existing tools, such as Salesforce and Slack, making it easy to manage all of our support operations from one place.

Cons

It would be great to have the ability to create custom plugins, but they only have an API right now.

Anne
Overall rating
  • Industry: Consumer Services
  • Company size: 1 001–5 000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Best Decision I ever made

Reviewed on 2023/02/22

Supportbench has allowed us to more clearly see what our agents are doing and who they support. It...

Supportbench has allowed us to more clearly see what our agents are doing and who they support. It even helps us automate replies to recurring problems and workflows, minimizing our workload.

Pros

The tools Supportbench integrates with have helped us tremendously. We’ve always had multiple tools sets working completely separately, and having one that works in unison that is fully integrated has given us oversight we’ve never had before.

Cons

The learning curve might be too steep for some people. Supportbench is new and unlike the platforms from the past. The newness of it takes time to get use to :)

Robert
Overall rating
  • Industry: Construction
  • Company size: 1 001–5 000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Very helpful tool for my support role in our company.

Reviewed on 2019/04/02

We have been using Supportbench for the last 4 months. I have been able to download an extensive...

We have been using Supportbench for the last 4 months. I have been able to download an extensive amount of data into the data base to help me support our customers and employees. Cases are easy to build and follow throughout the entire process. The best part of Supportbench is the help I have received from representative at Supportbench. If I have an issue with the software or there is a feature that we could use to make my job easier, he has been extremely proactive to get it taken care of or give me the answers I need to move forward. I highly recommend Supportbench if you need to track any cases for support within your company.

Pros

Please see overall experience below for pros.

Cons

Please see overall experience below for cons.

Yeamin
Yeamin
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Integrations beat plug-ins!

Reviewed on 2023/03/23

Supportbench is working seamlessly with the tools we have now. We’re so accustomed to plug ins but...

Supportbench is working seamlessly with the tools we have now. We’re so accustomed to plug ins but this platform fully integrates with our current tools so we’re able to stay in the system without toggling between different tool sets. It’s definitely making for a much more efficient workflow from a case management standpoint.

Pros

Because of the integrations instead of plug ins, I find Supportbench more effective than and other tools we’ve used. It’s made the system more versatile because we can now customize the system to tailor to both our support and customer needs.

Cons

There are some integrations we’re still waiting on and have been assured that we’ll have them within the next 3 months.

Shahadat
Shahadat
Overall rating
  • Industry: Staffing & Recruiting
  • Company size: 10 000+ Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Powerful Yet User-Friendly - A Leap Forward from Zendesk

Reviewed on 2023/06/21

From my perspective, Supportbench truly shines in terms of accessibility and configurability. The...

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.

Pros

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.

Cons

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

Marie Joy
Marie Joy
Overall rating
  • Industry: Cosmetics
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

An all-encompassing and potent customer relationship tool

Reviewed on 2023/02/20

Based on the features I’ve been able to use so far, Supportbench seems to be an all-encompassing...

Based on the features I’ve been able to use so far, Supportbench seems to be an all-encompassing and potent customer relationship tool. It’s been helping to streamline and enhance our case management team and our support operations in general.

Pros

Although it’s been early days for us, I can already see that Supportbench’s seamless communication channels and the volume of cases it handles are going to help to build our customer loyalty. We’re responding to complex cases far more quickly than before. We’re finally able to give our customers the support they need.

Cons

The setup and initial agent training took some effort. It was challenging for us to get use to a different platform, one that integrates with everything. But things are running smoothly now.

Bo
Bo
Overall rating
  • Industry: Banking
  • Company size: 10 000+ Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Integration works really well

Reviewed on 2023/11/08

Tried every kinds of the analysis functions which are AI driven offers real-time insights and lets...

Tried every kinds of the analysis functions which are AI driven offers real-time insights and lets you have more knowledge about customer behaviour.

Pros

Has customizable dashboards that are empowered with AI integrated Chatgpt knowlegde, lots of chatbot capabilities and integrates with SalesForce and Hubspot. The general design is also very appealing.

Cons

Needs to have a step by step guide for first installation and for using the product as the customer support may not be enough for every queries.

Ehima
Ehima
Overall rating
  • Industry: Transportation/Trucking/Railroad
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Support Bench Is Amazing

Reviewed on 2023/02/28

Supportbench is a comprehensive customer support platform that aims to streamline the support...

Supportbench is a comprehensive customer support platform that aims to streamline the support process for businesses. The platform offers a range of features that enable businesses to manage their support tickets, communicate with their customers, and track their performance metrics.

Pros

Supportbench offers a robust reporting and analytics suite, allowing businesses to track key performance metrics and gain insights into their support operations.

Cons

There are 2 feature sets we are waiting on and hoping they will be part of the system this year.

May Anne
Overall rating
  • Industry: Education Management
  • Company size: 11–50 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

“Systematized Support, Offering Great Service to Customers”

Reviewed on 2022/06/04

In all honesty, the app doesn’t have that big of a drawback. I would just suggest expanding its...

In all honesty, the app doesn’t have that big of a drawback. I would just suggest expanding its functionalities to further improve the user’s experience.

Pros

Supportbench is easy to navigate and convenient to use. A lot better than other ticketing software in terms of interface and functionality. I can see all the data that I need to in a simplified and organized way. And if it’s not precisely what I want, I can customize it to fit what I need quite easily. Because it’s been so easy to use, it’s promoting more collaboration and communication within teams, making our work more efficient and effective.

Cons

Supportbench is a pretty versatile system. And, it’s meeting the needs of both our Support/Success teams as well as our customers. Its user-friendly interface makes the experience a lot better than other ticketing apps we’ve used. Supportbench feels like a true customer-centered application that is helping us resolve a lot of our work-flow concerns in a very systematic way.

Verified Reviewer
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Supportbench is our new hero of Customer Support

Reviewed on 2023/08/30

Pros

Switching from Freshdesk to Supportbench has transformed the way we manage our customers. We didn’t realise how challenged our department was until we implemented Supportbench and everything became so easy.

Cons

The initial setup was a little like trying to herd cats because we have had to completely change the way we’ve been doing things.