The support bench impressed us with its exceptional features. Their reports on customers that use AI give us quick information that helps us understand what our customers want better. Moreover, the "create a response" feature has revolutionized our response times, allowing us to engage with our customers swiftly and efficiently.The benefits to our company have been remarkable. Support bench has empowered our support team to be more proactive and efficient than ever before. This, in turn, has led to heightened customer satisfaction levels, as our customers receive quicker and more personalized assistance. As a result, our company has experienced substantial growth, both in terms of revenue and reputation.However, it's worth mentioning that while Supportbench excels in many aspects, the absence of an offline mode can occasionally pose limitations. Additionally, we had hoped for more hands-on support during the initial setup phase. These minor drawbacks aside, Supportbench has undeniably transformed the way we manage customer support, and its benefits far outweigh any limitations.

Supportbench's AI-driven customer summaries have been a real game-changer for our team. They offer rapid insights that help us better understand our customers' needs and concerns. The "create a response" feature is a true gem, dramatically boosting our response efficiency. It's like having a trusted assistant that streamlines our workflow and ensures we provide top-notch support.

The absence of an offline mode can be limiting, and we had hoped for more hands-on support during the setup.

Support Bench does a great job and consolidating cases (emails in regards to my companies data). It allows the teams to understand what cases require immediate actions and what cases are less important. (prioritization). And this prioritization is very flexible and can be tuned to our specific company and team on the platform.

Very flexible - Support Bench can be tuned to work the way I want it to. There are different teams within my organization that use Support Bench and they have different needs. We are able to customize workflows based on each teams' needs. The interface is clean and can be modified to suit each user. There are many functions that allow quick handling of cases. Cases are grouped together to keep things clean and concise and saves time when questions arise. The environment is highly collaborative and has allowed the teams to work closer together now than ever before. This has also allowed the teams to provide faster and better support. We can very quickly and easily expand the use of Support Bench within the organization. It is incredibly scalable and there are no concerns about adding users or teams.

The learning curve can be a bit high. I think this depends on what you want to accomplish. Because Support Bench is so configurable, it can be easy to add complexity. There was no 'manual' to explain the basics. This would be helpful when getting onto the platform. However, it is a fairly easy system so this is not a big deal.

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.

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

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

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.

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.

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.

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

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!

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.

Supportbench is a full-stack Customer Service Management tool, ticketing system, and analytic tool that is affordable, customer-friendly, and provides a better understanding of products and services that customers need through analytics and data. It is also cross-platform as it is available on web-based, cloud, SaaS, and different operating systems, ie. Windows, Mac, Linux, Android, and iOS.

Quick and efficient workflow turnaround in less time, with immediate results. Bright visual interface showing an interactive dashboard, including real-time customer service tickets to work on and ease of customization. You can view the types of communication requests coming in - all emails, phone calls, notes, etc. are in one place and can be shared between all team members. There are user forums to engage customers, and keywords are highlighted within communication requests to allow the direction of prioritized cases to team members, as well as the creation of customized surveys. Ability to log and keep track of multiple checkpoints across different platforms, thus giving detailed reporting of KPIs.

Requires a bit of time to get past the initial learning curve of some of its more complex tools. It may also take some time to enable and activate some of the more powerful features, such as automation and workflows. At times you can miss cases, or miss the responses to already existing cases. Sometimes cases can be duplicated, and the notification system can get crowded.

Thus far, our experience with Supportbench has been fantastic. It’s been the perfect system for managing our high volume of incoming cases extremely quickly and easily.

One big draw to Supportbench is the price point. It’s incredibly cost-effective, especially when factoring in the volume of feature sets as we’ve been able to replace some other expensive tools with Supportbench. We also didn’t spend a lot on the initial set-up and training.

There are some reporting features we’re waiting for, however, Supportbench’s documentation and internal support has been great with work-arounds.

Let me tell you, Supportbench is the cat's pajamas! No need to keep the IT team on speed dial anymore - we're in the driver's seat. And with those snazzy features like AI-driven sentiment analysis and intent detection, it's like having our own customer support Sherlock Holmes!

Since we left Zendesk to welcome Supportbench, things have been smooth sailing. This nifty tool even dishes out a 360-degree customer overview. It's like we've got customer support superpowers now!

The only gripe I have is that their self-help guide feels a bit like a treasure hunt without a map. More detailed documentation would be way more useful

Maintaining a reliable and efficient customer service base is no easy task especially if you’re receiving requests and responses left, right, and centre but with SupportBench I am able to do this and MORE! At the end of the day, I would not want to compromise my business and with SupportBench I don’t need to as it is cost-effective and efficient.

As a business owner, Supportbench allows me to view my sales data as well as create workflows on our customer's information. Supportbench’s exciting feature allows me to view and respond to customer’s requests and questions more efficiently than usual. Integrating chatbots using ChatGPT is an amazing feature I thought I never needed. Customizable, user-friendly, and affordable sums up my satisfaction.

This is not a red cross against SupportBench but I do wish for their support to be as efficient as the SupportBench tool.

Supportbench equipped us with actionable insights, facilitating proactive decision-making. The software's ability to scale up ensured that our growing support needs were met.

Its AI-driven features, particularly the KB Article Creation from case solutions, transformed our support dynamics, making operations smoother.

The transition to its user interface took some time, but the advantages it brought overshadowed the initial hiccups.

Overall, this product has really changed my experience in IT/Helpdesk support. I can't recommend it enough, and hope other companies get on board with using it, as I feel it'll help many other support technicians simplify their time at work, just as it's simplified mine.

This software has been incredible in helping us track ticket requests more accurately, with a wonderful interface, to boot. The notes have been a huge help in keeping track of the situations on each ticket, and it does this better than other software, in my opinion. I have yet to see any real errors, which I can't say for a large amount of other ticket-management software out there. The lack of limit on queues has been amazing for keeping things organized and flowing well during heavy-traffic business hours. The interface is also amazingly clean and simple in its design, while still having all the features easily accessible. It's astounding how well this software is designed, and I hope to see it grow. I've learned a lot about what support desk software is capable of without breaking the bank for the company. Every time I've needed help, they've always been able to fix it within a few minutes, as well. They provide truly top-notch customer support that I feel falls off a bit with the more expensive and higher-end software, such as Zendesk.

There was a bit of a hiccup as I was learning how to use it, but it ended up being on me. Their customer support came to the rescue once again and helped me sort it out in no time, so I honestly can't say I have a con at this point.

It took me several false starts and a lot of research before I found Support Bench. I wish I'd found them first, it would have saved me a chunk of time and money. It has addressed all our current help desk requirements and looks like it's capable of growing with us as we take on more staff and improve our process. It's clear that they are constantly developing and refining the product.

I spent way longer than I wanted to, or expected to, trying to find a good system. The team behind this software is extremely responsive. I had a few questions and a couple of issues when first getting started and they responded extremely quickly and helped me get back on track. They are also willing to consider suggestions and feature requests and have already actioned a couple of small requests I made. The SLA warnings are very useful and it's easy to spot when items are starting to slip. Setting up responses and templates is very straightforward. Extremely competitive price means that any size company will be able to run this desk. Super-friendly team. It's clear the guys get on great and are very enjoyable to work with.

I'd like to be able to customize the views a little more - for example I'd like to be able to resize the column widths which is not currently possible, but I have heard it's something they are working on. Workflows work perfectly but are not as simple to set up as some systems I tried out.

I love how Supportbench allows me to focus on all my other tasks, outside of problem solving. Since implementing Supportbench we’ve been able to connect all departments, allowing both our Sales and Marketing teams to see overlapping themes and focus on big picture improvements.

Supportbench has markedly raised our customer happiness and made my teams more efficient. Supportbench’s third-party platform integrations are seamless; they’re not plug ins. We’ve already been able to let go of 2 tools we were using/paying for because Supportbench does it within the system already. Also, there aren't any limits on the plan. You get everything included and no one has been bothering to upsell our company.

The customer portal, if you want to customize it, you need some coding expertise. However the Supportbench team can make almost all types of modifications as you need them.

There are still some integrations in the system that we’re looking for and looking forward to them building it down the line.

We have been using Supportbench for a over a year now and it has been helping us streamline our workflows. The customer support team at Supportbench is also incredibly friendly and helpful; shout out to [sensitive content hidden]!

Some of the features in Supportbench… I’ve never seen them in any system. It’s great as I can work the way I want to work with the tool that I need at my finger tips. The system's features are also well-organized, it feels as though a Support Team actually built it.

Working in customer support is challenging at the best of times and Supportbench has become my favorite software. It helps me organize my work, notifies me of things I need to get done, and makes my life a lot easier. I also have to give a shout out to their support team, I read reviews before I started my trial that said they were great, and they really are and make you feel like they are a part of your team.

From the initial trial to the onboarding, it’s been surprisingly friendly and easy to walk through. You don’t have to be an IT expert to know how to use it or add integrations, you just need to know what you want, which can be challenging. For things that I haven’t been able to answer, I’ve been able to find videos that are easy to follow and if I can find one, their support team made videos for our team to watch and follow. One of my favorite parts is that we can brand it with our company logo and colors, it makes it feel like software built just for us

The user interface takes a bit of getting used to as they so things pretty different from any other ticketing systems I’ve used in the past. Could use some tweaking here and there.

The team at Supportbench was integral to taking our department to the next level. Even after onboarding and training of the platform, they stayed in contact with us to ensure our workflows were optimal and we were using Supportbench to the full extent to maximize Customer Success.

The internal team at Supportbench helped us at every step, before data migration, to organize our department better and after training to ensure every team member was making the most of the platform. Supportbench is such an intuitive system and I’ve been able to customize it to speed up my workflows and efficiency. It’s made a world of difference for our team, department and the departments we interact on a daily basis with. Can’t live without it!

The team at Supportbench is exceptional. I wonder if they’d be doing so well without such a stellar internal support team.

Supportbench is refreshingly user friendly. It’s been a great advantage of our growing company because we’re handing more customer issues than ever before and we have far fewer complaints because we’re resolving tickets so efficiently.

With Supportbench’s Omnichannel tool set, we’re now able to provide exceptional customer service across every customer touchpoint. Handling emails, social accounts and chat are peaceful because it’s finally all professionally configured. The calendar feature makes it so easy to organize internal teams and respective tasks as well at external appointments. Also, having no queue limits or restriction on service levels has helped us designate work more effectively than ever before.

Still finding that the mobile app needs some extra work, it’s ok, but could be better.

Supportbench is working well for us atm because it’s all-encompassing. Everything we need is in one platform so we don’t have the mess of a bunch of different tools.

Using Supportbench, we’ve been able to funnel all if our incoming tickets, whether via phone, email, web, Facebook or chat, into a single centralized location.

I use the score cards a lot but the analytics within their interface is a little strange.

Overall: Supportbench has been a great product. It’s been exceptional at handling our high volume of ticket as it’s been far more flexible than our previous system.

Pros: Cost was a big motivator for us. Supportbench had the most reasonable price point for the features we got. We haven’t had to spend a lot in pro services or add-ons. And the system works well with the tools we already have like Jira and Salesforce.

Cons: For our team to just learn the capabilities of Supportbench it takes quite a bit of time.

Our customer service needs are quite simple, we don’t need such a complicated product, but Supportbench seems to be able to handle both complex workflows and fairly simple ones. It was great that at this price point, they included chat too.

Price was a deciding factor for us as they have a full spectrum support platform with chat at a reasonable price point. So far, I haven’t noticed any lag times with chat. The customer portal is proving to be favourable for our customers. We use Supportbench at a basic level, but I can see it being more useful as we grow.

I’ve never seen an interface quite like this before and it took some getting use to.

We’ve recently moved from an older ticketing platform to Supportbench and the transition was easier than we expected. Supportbench is more comprehensive, but at a fraction of the price

It’s so easy to see customer health with Supportbench. At a quick glace, the dashboard gives me health scores of all customers so I know who’s at risk before alarm bells go off. I can respond long before there’s an urgent problem. My teams productivity has had a dramatic increase, our customers are showing way more satisfaction and so far our retention rates are up and churn rates are down.

There are a lot of updates to Supportbench and we need to stay on top of all the new features so we can add additional value to the team, but sometimes it’s hard to keep up.

Supportbench is simple to use, adaptable and expandable. Their customer team is so responsive and helpful.

The big benefit for us is cost. It’s priced relatively low and we’re not paying for a bunch of ad-ons. We didn’t pay anything to get up and running and they spent a good amount of time getting us all trained up.

At some point the UI itself needs a refresher.

Overall: The system itself it great, but I think the Supportbench team makes the real impact. They were actively present at every stage from the onboarding to the data migration, team training and daily use.

Supportbench has a lot of features that I’ve used in other platforms, but it’s as though they’ve honed them a bit and made them suit front line engineers. One thing that’s different is the communication with customers. Everything seems to be quicker and easier, from their email, to their knowledge base, it’s all a lot cleaner.

I have not yet encountered any major problems, but I'd love some more of the web app functionality within the mobile app.

I think Supportbench is a good choice for businesses without any system in place, looking to centralize all communication and tracking in one.

we lack som technical knowledge but we all adabpted quite comfortably withSupportbench. It was a much smoother transition than I expected. We didn't have anything in place, and now we have this great system helping us track everything. We use email as our main form of communication but it's great that it's omnichannel in case this changes for us.

The per agent pricing is quite reasonable for us at this moment as we paid for 2 years upfront. Hoping this rate remains consistent throughout.

Ever since we started our free trial, the sales and support from SupportBench have been amazing. They were quick to reply to both usage questions and bug reports. Their response to bug reports and rolling out the fixes makes it clear they take their user experience seriously.

Ease of use and configuration. Flexible workflows that allow you to achieve almost any case flow you can imagine. Fast responses from the support team. Feature requests are taken seriously and in some cases implemented very quickly.

There are no webhooks at the time of this review, however, I'm told they are on the roadmap.