Supportbench software

Tracking of issues, ability to pass on issue for escalation or follow up. In addition, the tool allows customers to see the organization and tracking of the issue and feel secure that all issues are being reviewed. Furthermore, the ability to track SLA information helps show end customers that support levels are being achieved.

SupportBench has allowed us to increase our Customer Service experience by associating accountability to cases and at the same time give us tools to consistently monitor our priorities. Support Bench truly has been a great addition to our environment!

Better case management and customer success and satisfaction.

It is a very capable and easy to use case management solution with great support, which helps with ease of customization and user adoption.

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

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

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.