Supportbench

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Supportbench

by Supportbench Services Inc.

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About Supportbench

Supportbench is a cloud-based help desk solution for small and midsize businesses. Key features include case management, scheduling, customizable surveys and real-time analytics. The solution enables customers to check the progress of their active tickets and informs them about ticket resolution. Supportbench converts customers’ social media messages, emails, forum posts and phone calls into cases and sends them to agents for issue resolution. The solution also allows agents to access the activity history and notes related to each case. Templates for customer-satisfaction surveys are provided. Supportbench offers a dynamic scheduling feature that automatically redirects tickets to available agents. It also provides a real-time dashboard that displays key data ...

Supportbench Pricing

Agent costs are calculated per hour and change depending on the number of active agents. The cost pe

Starting price: 

$45.00 per month

Free trial: 

Available

Free version: 

Not Available

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Supportbench User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

5

Functionality

4.5

Showing 1 - 5 of 18 reviews

Kevin

Payfirma

Verified reviewer

Company size: 51-200 employees

Industry: Financial Services

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

4

Value for money

5

Customer support

5

Functionality

5

Reviewed January 2018

Transitioned from Salesforce Service Cloud, and are never looking back!

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

Wolseley Canada

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Wholesale

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

4

Value for money

5

Customer support

5

Functionality

5

Reviewed January 2020

Working with Supportbench is a partnership

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.

Alternatives Considered

Zendesk and Salesforce Sales Cloud

Reasons for choosing Supportbench

Demo support, presentation by the team, available features, cost

Kim

R&D Business

Verified reviewer

Company size: 11-50 employees

Industry: Consumer Goods

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

5

Customer support

5

Functionality

5

Reviewed April 2021

Most comprehensive ticketing system

Exceptional software. Exceptional support. All around a very awesome experience.

Pros

Having used most ticketing systems out there, this one by far takes top prize. It's super easy and intuitive so you can flow through your cases and day. Good software helps create a high productivity rate and happy customers. We have both now that we have Supportbench.

Cons

It's not all been smooth sailing. I struggled to get my queue sorted the way I wanted and we had some issues with a few other things. The main point is they were resolved in a timely manner. There was good communication as we worked through these issues and Supportbench went all out to help us be successful.

Maximiliano

Warehouse

Verified reviewer

Company size: 11-50 employees

Industry: Information Technology and Services

Time used: 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.

Ease-of-use

4

Value for money

3

Customer support

3

Functionality

3

Reviewed April 2018

Good for sharing data sent to a distribution list

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.

Replied April 2018

Floyd

RideNeutral

Verified reviewer

Company size: 51-200 employees

Industry: Marketing and Advertising

Time used: Less than 12 months

Review Source: Capterra

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

Ease-of-use

5

Customer support

5

Functionality

5

Reviewed December 2019

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

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.

Alternatives Considered

Zendesk, Freshdesk and Salesforce Sales Cloud

Reasons for choosing Supportbench

Cheaper + easier to set up + easier to manage. It also saved us money over the whole!

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