Supportbench

4.9 (110)
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Supportbench: AI-Powered Enterprise Support Mastery

About Supportbench

Rated 4.9 on BOTH Capterra and G2 Crowd, Supportbench stands as the epitome of what modern, forward-thinking businesses need in a customer support software. Its superior functionalities and cutting-edge features have been meticulously designed to align with the aspirations of enterprises aiming for optimal customer satisfaction and operational efficiency. This is why Supportbench is not just a tool, but a strategic advantage.

- Omni-Channel
- Knowledge base
- Out of the box AI functionality
- Customer portal
- Mobile app
- NPS & CSAT

With Unparalleled Features and Capabilities

1. AI-Driven Customer Engagement:
Supportbench brings to you a highly advanced Customer QA AI Bot which reads FAQ/QA content to answer queries. If an answer isn’t immediately available, the system prompts a new case and initiates a chat session. This automated, intelligent response mechanism ensures prompt service and reduced ticket times.

2. AI-Enhanced Case Management:
From creating intuitive case summaries upon case creation to predictive CSAT and CES analysis, Supportbench’s AI ensures businesses remain a step ahead. It also predicts First Contact Resolution (FCR), eliminating the ambiguities typically associated with it.

3. Knowledge Base & Content Creation:
The platform's AI-driven tools enable efficient knowledge base article creation from case histories, ensuring valuable insights aren't lost. Additionally, Supportbench offers both internal and external knowledge base AI bots, which intelligently scan the entire knowledgebase to provide accurate answers.

4. Seamless User Experience:
With an email editor reminiscent of Outlook and features that allow easy management of multiple email addresses, users find the Supportbench interface highly intuitive. The capability to lock down agent-specific content ensures that users see only what is relevant to them.

5. Integrative Features:
From website widgets for knowledge base access and ticket raising to chat widgets powered by ChatGPT, Supportbench provides myriad avenues for customer interaction. Not to mention, the seamless Salesforce synchronization ensures that agents always have the most updated customer information at their fingertips.

6. Comprehensive Customer Insights:
Data is the backbone of informed decision-making. Through AI-driven summaries, sentiment analysis, intent, emotional scoring, and customizable dashboards, Supportbench enables businesses to gain holistic 360-degree insights into customer interactions and sentiments.

7. Security & Customization:
Role-based security ensures restricted access, while the customizable customer portal provides customers with a tailored experience, complete with advanced reporting features.

Why Choose Supportbench?

Cost-Effectiveness: Despite its expansive feature set, Supportbench remains one of the most cost-effective solutions in the market.

Customer Feedback: Send targeted surveys, track NPS, CES, and CSAT scores, and link responses directly to cases and scorecards.

Workflow Mastery: Tailor your customer’s experience with a detailed workflow engine and manage escalations efficiently with intuitive tools.

AI-Enhancements: From ticket summaries to knowledge base article creation, AI is deeply interwoven into Supportbench's fabric.

ChatGPT Integration: Engage users in meaningful conversations with a fully trained ChatGPT bot that can interact with the data contained within your knowledge base.

In a world where customer expectations are constantly evolving, Supportbench ensures you're not only keeping up but setting the benchmark. When you choose Supportbench, you’re choosing a future where every touchpoint with your customer is a symphony of efficiency, innovation, and satisfaction.

Join the ranks of the best in customer support. Choose Supportbench today.


Key benefits of Supportbench

AI-Enhanced Engagement: Engage customers intelligently with our Customer QA AI Bot. It reads FAQs to answer queries, and if stumped, automatically initiates a chat session or new case creation.

Dynamic SLA Management: Achieve consistent customer experiences with dynamic SLAs. Tailor them based on case specifics, such as upcoming renewals, ensuring each client gets a bespoke service experience.

Knowledge Base Mastery: Create and manage a robust knowledge base with AI-driven tools. Convert complex case histories into insightful articles, while AI bots scan and deliver precise answers from your internal and external knowledge base.

360° Customer Insights: Dive deep into customer interactions with AI-driven summaries, sentiment analysis, and emotional scoring. Our customizable dashboards offer a holistic view, ensuring data-driven decision-making.

ChatGPT Conversations: Transform user engagement with ChatGPT integrated bots. Allow customers to interact naturally, drawing information from your comprehensive knowledge base, ensuring real-time, informed responses.

Supportbench combines cutting-edge AI capabilities with traditional customer support tools, setting a new industry standard. The platform is not just about solving tickets; it's about understanding, predicting, and personalizing each customer interaction. Whether it's through predictive CSAT scores or Salesforce synchronization, every feature aims to streamline processes and enhance customer satisfaction. Choose Supportbench and redefine what excellence in customer support truly means.


Images

Supportbench Software - Ticket management and communication hub
Supportbench Software - Case View
Supportbench Software - Customer Health
Supportbench Software - Company details and dashboard
Supportbench Software - Knowledge base
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Supportbench Software - Ticket management and communication hub
Supportbench Software - Case View
Supportbench Software - Customer Health
Supportbench Software - Company details and dashboard
Supportbench Software - Knowledge base

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Reviews

Overall rating

4.9 /5
(110)
Value for Money
4.8/5
Features
4.7/5
Ease of Use
4.8/5
Customer Support
4.9/5

Already have Supportbench?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 110
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.

Daniel
Overall rating
  • Industry: Information Technology & Services
  • 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

A Comprehensive SUPPORT Solution

Reviewed on 2023/03/20

Thus far, our experience with Supportbench has been fantastic. It’s been the perfect system for...

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.

Pros

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.

Cons

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

Alternatives Considered

Freshdesk

Reasons for Choosing Supportbench

There are many reasons I choose to switch from Desk.com to SupportBench. Some of the features and benefits offered by SupportBench that are attractive to me Like more customization and automation options, better customer service analytics, improved customer support features such as ticket routing, and more. Additionally, SupportBench offers more affordable pricing plans than Desk.com.

Reasons for Switching to Supportbench

I chose Supportbench over Freshdesk because it offers a more reliable and user-friendly interface. All these features make Supportbench a better choice for me.
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
Overall rating
  • Industry: Telecommunications
  • 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 Support Mastered

Reviewed on 2024/02/14

Pros

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.

Cons

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

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.

Showing 5 reviews of 110 Read all reviews

Supportbench FAQs

Below are some frequently asked questions for Supportbench.

Supportbench offers the following pricing plans:

  • Starting from: US$32.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Per-agent scaled pricing starting at $35 USD a month per agent. We want you to grow and that's why everyone gets the same product, and as you grow, we grow.

Supportbench has the following typical customers:

11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Supportbench supports the following languages:

English

Supportbench supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Supportbench integrates with the following applications:

DevOps, Jira, LiveChat, Meta for Business, NinjaOne, RingEX, Salesforce Sales Cloud, Slack, Twitter/X

Supportbench offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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