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 has not only enhanced our customer support but also played a pivotal role in team accountability and performance tracking. The customizable SLA’s have been pivotal in this respect.

We’ve been able to customize the Supportbench dashboards and KPI scorecards. That’s something we were never really able to do in quite an intuitive ways. Its malleable enough that we’re able to work the way we want to work. Also we have a clear view of our performance and areas to improve.

We haven’t gotten through the whole system yet. I can see there are a lot more feature sets we could be using if we took the time at a department level.

it has led to a more proactive approach in customer management and for now, fewer escalations.

The health scoring is definitely a standout. Gave me insights i didn't have before, certainly not in a ticketing tool.

Going from many tools to one was an adjustment, but it is not having all systems communicating.

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