We've seen a remarkable shift in how we manage customer interactions but also in the way our Support team is organized. Having a more personalized as well as automated approach to customers has lead to higher satisfaction rates for them as well as our staff in general.

The AI Predictive CES really stands out for our team because it seems to be able to accurately predict customer satisfaction and sentiment. The results have been making our responses more impactful and personalized.

We’ve asked when it will have more multilanguage support and are still waiting.

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.

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.

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 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.

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.

I found the integration of chatbots for automated responses impressively efficient. It was much quicker than I presumed it would be. We’ve had a marked reduction in response times to queries and concerns. I find the load on the team has lessened as well.

The initial learning curve was steep, but the advanced features are now indispensable.

The AI Predictive CES feature is impressive, providing our team real-time insights into customer effort and satisfaction. We were looking for a better Zendesk alternative and we’ve found one.

We're now more adept at understanding and meeting our customers' needs, leading to improved relationships and hopefully loyalty.

It’s hard to find anything to dislike at this point.

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.

We were expecting a robust ticketing platform, but it’s so much more. The emotional scoring feature offers deep insights into customer sentiments that we didn’t expect.

Initial integration required some patience and effort because we didn’t have a set system in place, but the payoff has been substantial.

So far, I've been very pleased with my experience with Supportbench. It offers a comprehensive customer service tool set but it can also perform as project management software as well.

I’ve been using Supportbench for ticketing to enhance our customer service department, but I found that it has some pretty decent project management tool use cases. The ticketing features work well because we can customize them to match our various valued clients. I now longer spend endless time on wasteful communication.

If your workflows are simple, this might not be ideal for you. But if you have a fairly involved support process, Supportbench is ideal.

Since implementing Supportbench, we’ve seen a marked improvement in customer response times and overall satisfaction. It’s made a real difference.

We’ve been waiting for a chatbot like Supportbench’s, it’s been a standout feature for us. We’re able to get quick responses to customer inquiries and I’ve noticed it’s reduced our workload significantly.

They have a really impressive range of features, but it’s hard to keep track of all the new ones.

Based on the features I’ve been able to use so far, Supportbench seems to be an all-encompassing and potent customer relationship tool. It’s been helping to streamline and enhance our case management team and our support operations in general.

Although it’s been early days for us, I can already see that Supportbench’s seamless communication channels and the volume of cases it handles are going to help to build our customer loyalty. We’re responding to complex cases far more quickly than before. We’re finally able to give our customers the support they need.

The setup and initial agent training took some effort. It was challenging for us to get use to a different platform, one that integrates with everything. But things are running smoothly now.

Tried every kinds of the analysis functions which are AI driven offers real-time insights and lets you have more knowledge about customer behaviour.

Has customizable dashboards that are empowered with AI integrated Chatgpt knowlegde, lots of chatbot capabilities and integrates with SalesForce and Hubspot. The general design is also very appealing.

Needs to have a step by step guide for first installation and for using the product as the customer support may not be enough for every queries.

Supportbench is a comprehensive customer support platform that aims to streamline the support process for businesses. The platform offers a range of features that enable businesses to manage their support tickets, communicate with their customers, and track their performance metrics.

Supportbench offers a robust reporting and analytics suite, allowing businesses to track key performance metrics and gain insights into their support operations.

There are 2 feature sets we are waiting on and hoping they will be part of the system this year.

In all honesty, the app doesn’t have that big of a drawback. I would just suggest expanding its functionalities to further improve the user’s experience.

Supportbench is easy to navigate and convenient to use. A lot better than other ticketing software in terms of interface and functionality. I can see all the data that I need to in a simplified and organized way. And if it’s not precisely what I want, I can customize it to fit what I need quite easily. Because it’s been so easy to use, it’s promoting more collaboration and communication within teams, making our work more efficient and effective.

Supportbench is a pretty versatile system. And, it’s meeting the needs of both our Support/Success teams as well as our customers. Its user-friendly interface makes the experience a lot better than other ticketing apps we’ve used. Supportbench feels like a true customer-centered application that is helping us resolve a lot of our work-flow concerns in a very systematic way.