Supportbench

RATING:

4.9

(97)

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

Supportbench Reviews

Overall Rating

4.9

Ratings Breakdown

Secondary Ratings

Ease-of-use

5

Customer Support

5

Value for money

5

Functionality

4.5

Most Helpful Reviews for Supportbench

1 - 5 of 97 Reviews

User Profile

Abhishek

Verified reviewer

Consumer Services, 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

5

Reviewed September 2023

Empowering our team with Supportbench

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.

PROS

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.

CONS

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

Jason

Wholesale, 1,001-5,000 employees

Used daily for less than 12 months

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed May 2022

Support Bench - Case Management

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.

PROS

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.

CONS

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.

Reasons for switching to Supportbench

We needed a more streamlined, customizable, and scalable solution to meet our needs.

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.

Eilis

Wholesale, 1,001-5,000 employees

Used daily for less than 12 months

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

OVERALL RATING:

5

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.

Reason for choosing Supportbench

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

Reasons for switching to Supportbench

Visibility, duplication, reporting

Floyd

Marketing and Advertising, 51-200 employees

Used daily for 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.

OVERALL RATING:

5

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.

Reason for choosing Supportbench

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

Reasons for switching to Supportbench

You know how it is, Zendesk can be a pain. Irritating to manage, doesn't always put customer service person (tool user) first together with customer, and a hassle to integrate with other tools that you do need to complement their system.