Supportbench Reviews

The AI-driven summaries and knowledge base articles are the best we’ve used. They save time and enhance our support quality. Plus, the emotional scoring really helps us understand our customers better.

Initially, I was apprehensive about the transition from our old system, but thankfully, all went well.

Interestingly, the actual Support team of Supportbench is top notch. We’ve never received such immediate and clear Support using a platform like this in the past. They definitely make us feel like valued clients.

We’ve been making a lot of use of the Surveys, but I'd love to see more customizations. It would be helpful to have a button in the email itself.

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

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

It has some uniquely B2B-centric features like dynamic SLA’s and their knowledge base that’s has really set Supportbench apart from the rest for us.

Migrating from our old system was a bit cumbersome, but the long-term advantages are clear.

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.

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.

The transformation in our customer support management has been astounding after switching from Freshdesk to Supportbench. And the personalized services we can offer our customers make us feel like we've cracked a secret code.

The initial setup was challenging as we had to rip out Freshdesk and replace with Supportbench.

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

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

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.

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

I found the integration of chatbots for automated responses impressively efficient. It was much quicker than I presumed it would be. We’ve had a marked reduction in response times to queries and concerns. I find the load on the team has lessened as well.

The initial learning curve was steep, but the advanced features are now indispensable.

Its AI-driven features, like the Customer QA AI Bot, have been a standout, answering FAQs and reducing our workload. The AI Case Summaries are a great touch, ensuring clarity on new cases.

No offline mode has been a challenge. More API integration features would be appreciated.

we lack som technical knowledge but we all adabpted quite comfortably withSupportbench. It was a much smoother transition than I expected. We didn't have anything in place, and now we have this great system helping us track everything. We use email as our main form of communication but it's great that it's omnichannel in case this changes for us.

The per agent pricing is quite reasonable for us at this moment as we paid for 2 years upfront. Hoping this rate remains consistent throughout.

Ditching Freshdesk for Supportbench was like trading in my old clunker for a flying car. Suddenly, our customer support management feels less like juggling cats and more like a well-choreographed ballet.

But let's not sugarcoat it. The initial setup was like putting together IKEA furniture blindfolded. And the reporting feature? Kind of like promising a grand feast and delivering a salad. We could really use some extra analytics and a full-on BI interface.

Supportbench's AI-driven features are top-notch, especially for activity summaries and response generation.

So far, I haven't found any dislikes, but I'm still pretty new to the system.

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.

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

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.

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

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.

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

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.

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.

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.

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 :)