Supportbench

All-in-one technical & customer support ticketing system

About Supportbench

Supportbench is an all-in-one customer support ticketing system and CRM for customer service departments of all sizes. The platform handles multi-channel case management, response and resolution SLA handling, task management, escalation / de-escalation workflows, calendaring, and more.

Supportbench enables users to funnel and view all incoming support requests whether via phone, email, web, or Twitter accounts, into a single, centralized location. Users can create custom views with specific properties for incoming data, as well as personalized workflows. The integrated view enables users to review other agent workloads, forum posts, articles, incoming cases, and more. Defined escalations send specific cases to the right person, whether by case property, contact, agent, and more.

All events within an agent’s history are logged and categorized, providing users with total system visibility. Supportbench enables users to create multi-regional SLAs (service level agreements) for specific companies, contracts, assets, or priorities that can be defined by any metric. SLAs can be handled across multiple time zones, owners, and teams, and include features such as workflow-triggered pre & post violation and policy variation.

Users can associate knowledge base articles to cases by linking them during a search, or when sending to customers. The solution allows agents to carry unique authoring rights which allow some authors to create articles, while some can only review or publish to the community. Calendaring and task management features help organizations manage agents and their work items, as well as assign events. Additional features for Supportbench include customer surveys, analytics, reporting and statistics, liquid templates, event-triggered workflows, notifications, and more.

Key benefits of Supportbench

  • Supportbench enables users to funnel and view all incoming phone, email, web, and Twitter requests in a centralized location.

  • Agents can create and store internal information within a knowledge base, as well as search and link articles from cases.

  • Supportbench enables users to create SLA’s for specific companies, contracts, assets or priorities to help keep promises to customers.

  • Users can take advantage of 360 degree views on each customer and a custom dashboard with built-in widgets for insight into trends and team performance.

  • Organizations can efficiently manage agents using the integrated calendar for assigning events and monitoring days off.

  • Devices

    Business size

    S M L

    Markets

    United States, Canada

    Supported Languages

    English

    Images

    Real-time team dashboard with reporting and statistics
    Agents can search for, link to, and create articles from cases
    Create SLAs for specific companies, contracts, priorities, assets, and more
    Create articles from case activities for a powerful knowledge base
    Using the integrated calendar, users can assign events to cases and monitor days off
    Handle SLAs across multiple teams and time zones
    Analytics provide more insight into trends and how teams are performing
    View 8 more
    Supportbench video
    Supportbench screenshot: Real-time team dashboard with reporting and statistics Supportbench screenshot: Agents can search for, link to, and create articles from cases Supportbench screenshot: Create SLAs for specific companies, contracts, priorities, assets, and more Supportbench screenshot: Create articles from case activities for a powerful knowledge base Supportbench screenshot: Using the integrated calendar, users can assign events to cases and monitor days off Supportbench screenshot: Handle SLAs across multiple teams and time zones Supportbench screenshot: Analytics provide more insight into trends and how teams are performing

    Features

    Total features of Supportbench: 45

    • API
    • Activity Dashboard
    • Alerts / Escalation
    • Appointment Management
    • Automatic Notifications
    • Calendar Management
    • Configurable Workflow
    • Contact Management
    • Custom Fields
    • Custom Forms
    • Customer Complaint Tracking
    • Customer Database
    • Customer Service Analytics
    • Customizable Templates
    • Dashboard Creation
    • Email Integration
    • Email Templates
    • Employee Management
    • Employee Portal
    • Employee Self Service
    • Event Calendar
    • Event Triggered Actions
    • Help Desk Integration
    • Help Desk Management
    • Knowledge Base Management
    • Monitoring
    • Multi-Channel Communication
    • Multi-Channel Management
    • Online Forums
    • Project Time Tracking
    • Project Workflow
    • Queue Manager
    • Real Time Analytics
    • Real Time Notifications
    • Request Routing
    • Role-Based Permissions
    • Rules-Based Workflow
    • Social Media Integration
    • Survey Management
    • Surveys & Feedback
    • Tagging
    • Team Calendars
    • Timer
    • Widgets
    • Workflow Management

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    Reviews

    Overall rating

    4,5 /5
    (17)
    Value for Money
    4,7/5
    Features
    4,3/5
    Ease of Use
    4,4/5
    Customer Support
    4,8/5

    Already have Supportbench?

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

    Write a Review!
    Showing 5 reviews of 17
    Kevin B.
    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.

    Eilis B.
    Overall rating
    • Industry: Wholesale
    • 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 10.0 /10

    Working with Supportbench is a partnership

    Reviewed on 2020/01/17

    Supportbench is helping us support our customers as we always have done, but it is now giving us...

    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.

    Pros

    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.

    Cons

    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.

    Maximiliano O.
    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 4.0 /10

    Good for sharing data sent to a distribution list

    Reviewed on 2018/04/10

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

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

    Pros

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

    Cons

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

    Response from Supportbench Services

    Thank you Maximiliano for the valuable feedback as your happiness is our top priority.

    There are different ways to receive and deal with notifications and we will be reaching out to ensure that your system is optimized and your experiences are resolved.

    Floyd S.
    Overall rating
    • Industry: Marketing & Advertising
    • Company size: 51-200 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

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

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

    Reviewed on 2019/12/09

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

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

    Pros

    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!

    Cons

    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.

    Chris N.
    Overall rating
    • Industry: Military
    • Company size: 501-1 000 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

    Great Product with Endless Customization

    Reviewed on 2017/04/18

    We are a Prime Support Contractor for US Army in Middle East. Working in a multicultural...

    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.

    Pros

    Please refer to comments

    Cons

    Please refer to comments

    Showing 5 reviews of 17 Read all reviews

    Supportbench FAQs

    Below are some frequently asked questions for Supportbench.

    Supportbench offers the following pricing plans:

    • Pricing model: Subscription
    • Free Trial: Available

    Agent costs are calculated per hour and change depending on the number of active agents. The cost per agent goes up as the agent count goes up. The minimum cost per agent is $20 per agent for the first 14 agents, with a maximum cost per agent of $125 per month. All features are included.

    Supportbench offers the following features:

    • 360 degree views
    • Analytics
    • Appointment management
    • Automated routing
    • Automatic customer notices
    • Built-in widgets
    • Calendaring
    • Case automation
    • Case management
    • Community and user forums
    • Complaint monitoring
    • Custom dashboard
    • Customer database
    • Customer experience management
    • Customer surveys
    • Employee management
    • Events calendar
    • Full REST API
    • Help desk
    • Inbox / queue management
    • Knowledge base
    • Monitor and create sick / vacation days
    • Multi-channel
    • Multiple time zones
    • Resolution management
    • Role based agent security
    • SLA (service-level agreement) management
    • Social media integration
    • Support
    • Task management
    • Templates
    • Trouble ticketing
    • Views on incoming data
    • Workflow management
    • Workflow-triggered events

    Supportbench has the following typical customers:

    Small Business, Large Enterprises, Mid Size Business

    Supportbench supports the following languages:

    English

    We do not have any information about what devices Supportbench supports

    Supportbench integrates with the following applications:

    Jira, Slack, Twitter

    Supportbench offers the following support options:

    Online Support, Knowledge Base, Forum

    Related categories

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