Supportbench software


Supportbench is a customizable, multichannel customer service platform for small and midsize businesses. 

Supportbench gives agents one view of incoming support requests across all channels, the team’s workloads, case histories, articles, forum posts and more. Agents can also create unique views or personalized workflows.

Supportbench offers customizable SLAs that take timezones into consideration and include features such as workflow-triggers that ensure specific cases are sent to the right person in a timely manner.

Agents can also associate knowledge base articles to cases by linking them during a search or when sending to customers. Scheduling and task management features help organizations manage agents and their caseloads. Additional features for Supportbench include customer surveys, analytics, liquid templates, notifications and more. 

All of Supportbench’s features are available to customers regardless of what plan they’re on.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic)

11 Reviews of Supportbench

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  • Terri from Supply Chain

    Number of employees: 11-50 employees

    April 2018

    Great tool for tracking current issues as well as research past ones!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Pros

    Customer Service and Support are outstanding. The product is always evolving with new features and enhancements.

    Cons

    Any small issues that have been discovered have been addresses quickly by the support staff. In addition they have added functionality when needed.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Kim from Payfirma

    Number of employees: 11-50 employees

    April 2018

    good software but needed some tweaking - Staff is very responsive and helpful with fixes.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    ease of use - once we understood how it worked, it was easy! The naming conventions used gave a little trouble to start with but once we got that worked out, it was better (internal notes vs phone calls for metrics)

    Cons

    Not as intuitive as out of the box as I would have liked, which is why it needed some tweaking. The staff has been helping us with the tweaks we needed to make it a better customer service tool for us. Search was an issue but is much better now.

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

    Number of employees: 201-500 employees

    April 2018

    SUPPORTBENCH is hands-down the best Customer Service Tool out there!!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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!

    Pros

    It is very easy to use, scalable, installation is seamless, has a great mobile app, able to integrate with other software, it is a very extensive software that helps grow your business, allows us to analyze trends in our ever-changing landscape effortlessly, also makes it easy to handle customer cases and resolve them with a minimum amount of configuration and the reporting and dashboards are great too!

    Cons

    SupportBench meets or exceeds all our needs. As of right now we have not found any issues or have been disappointed with SupportBench as of yet.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jason from eMerge - IT Solutions for Business

    April 2018

    Case management system as it should be.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Better case management and customer success and satisfaction.

    Pros

    No frills or thrills case management system. Not overwhelmed with full PSA features so makes it easier to implement and use. Can be easily integrated with other systems. Flexible. Excellent GUI. Available mobile app. Staff always ready to assist.

    Cons

    A billing system would improve the product and take it to a new level. The app needs some improvements.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Supportbench Services, Supportbench Services Inc.

    April 2018

    Thank you Jason for the valuable feedback. We are working hard on creating both a new mobile experience and billing functionality. Stay tuned :)

  • Todd from PayServ Systems

    Number of employees: 11-50 employees

    April 2018

    Easy to create cases and assign tasks for completion.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Pros

    The application has a clean look, which makes it easy to navigate and use. User adoption is important and everyone using it seems to like it.

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

    Response: Supportbench Services, Supportbench Services Inc.

    April 2018

    Thank you Todd for the valuable feedback and we are incredibly happy to hear that we are able to help your team. If we can help or improve your experience even more, please reach out anytime.

  • Maximiliano from Warehouse

    Number of employees: 11-50 employees

    April 2018

    Good for sharing data sent to a distribution list

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

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

    Response: Supportbench Services, Supportbench Services Inc.

    April 2018

    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.

  • RYan from PayServ

    April 2018

    Great software and team at SupportBench.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The customization and ability to have updates made when requested. It is simple and not overwhelming for our team.

    Cons

    Haven't run into much that we do not like. I guess the least favorite thing is the technical coding in the background but their team does help with that!

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

    Response: Supportbench Services, Supportbench Services Inc.

    April 2018

    Thank you Ryan for the great feedback. Customer satisfaction is our top priority and it's amazing to hear that we are doing our job :)

  • steven from sparkbay

    March 2018

    It never leaves your customers hanging

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

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

    Number of employees: 51-200 employees

    January 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Jatinder from Richmond Olympic Oval Corporation

    July 2017

    Very easy setup and use. Can be as complex as you want or as simple as you want. Lots of options.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    We just wanted something easy to throw up to help us stay on top of tickets and create easy reporting. I was up and running in about 1 hour. We have now deployed SB to the rest of our departments (Customer Service, Operations, Marketing, Sales) to allow them to keep track of things and use SB as a reporting tool.

    The best thing about this software is the support . Countless times I have brought an issue or feature request and 99% of them are resolved or added within 1 day. Incredible support.

    Cons

    Learning how to use the ins and outs of the system takes a bit longer than most. I feel that documentation on how to do things could be a bit better. However support is very quick and easy to work with.

    Review Source: Capterra

    Response: Supportbench Services, Supportbench Services Inc.

    July 2017

    Thank you Jatinder for the great feedback and with great customers like you, we will keep filling in the gaps (like documentation) and continue to bring you the most adaptable and well supported solution on the market.

  • chris from Washington Jacobs

    Number of employees: 501-1,000 employees

    April 2017

    Great Product with Endless Customization

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra
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