Supportbench

RATING:

4.9

(84)

About Supportbench

A Modern B2B Helpdesk CRM Software. Supportbench is a state-of-the-art Customer Relationship Management Software. We specialize in helping you build loyalty and customer retention through our seamless communication channels. Gain full visibility into what your Agents are working on and who they are supporting. Conveniently streamline every incoming ticket or case request, automate responses to reoccurring issues and workflows, reduce your Agent’s working time, and escalate or de-escalate as needed. Everything you ever need to offer your customers exceptional support is now available on just one platform. Our Enterprise Customers Just Love The Convenience. Case Management, Ticket Management, Workflows Automation, Native Integrations, Knowledge Base, and accurate Ana...

Supportbench Pricing

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.

Starting price: 

$40.00 per month

Free trial: 

Available

Free version: 

Not Available

Ticket management and communication hub
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Supportbench Reviews

Overall Rating

4.9

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

5

Value for money

5

Functionality

4.5

Most Helpful Reviews for Supportbench

1 - 5 of 84 Reviews

Pias

Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2023

Reducing escalations with Supportbench

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.

Anonymous

51-200 employees

Used daily for less than 12 months

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed March 2023

Easy to navigate Support platform.

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

PROS

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.

CONS

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

Reason for choosing Supportbench

It offers many support features which cover a wide variety of areas of expertise that enhance customer service delivery manageable.

Earl

Computer Software, 11-50 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

3

FUNCTIONALITY

3

Reviewed December 2019

Supportbench Review

We've encountered some bugs with Supportbench but their team has been very quick to respond and resolve the issues. They also check in regularly to see how we're doing. The support has been great so far.

PROS

The support from their team is great. They are quick to respond and have had all the answers to my questions.

CONS

The UX could use some improvement. The agent desk interface seems a little bit bulky and has a different feel than other web applications.

Warren

Verified reviewer

Marketing and Advertising, 11-50 employees

Used daily for less than 6 months

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed July 2023

Supportbench : The unsung hero of Customer Support

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

Anonymous

1,001-5,000 employees

Used weekly for less than 12 months

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed September 2023

Transforming Support Operations

Our support process is more streamlined and informed. With the emotional scoring and customer overviews, we're better equipped to handle customer concerns.

PROS

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.

CONS

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