Supportbench Reviews

Pros

I tried Supportbench recently and it's great! It helps us manage customer questions fast. We can talk to customers on different apps all in one place. They can also find answers themselves. Plus, we get helpful reports and can change things to fit our needs.

Cons

One aspect I found challenging was the learning curve when first getting started with Supportbench. While the platform is intuitive overall, it took me some time to fully grasp all its features and functionalities.

Pros

The seamless management tools, paired with AI-driven features, have made customer interactions both efficient and insightful.

Cons

The software could improve by expanding its multilingual capabilities.

Pros

We got great customer support from the SupportBench team. They helped us configure the solution and got us going. We liked that we could post our user guides/articles in addition to just maintaining a ticketing system. We get email notifications and Slack notifications when tickets come in - this is a big help.

Cons

This is the first ticketing system I have managed, but I thought the user experience could have been better. I haven't tried anything else yet, but it didn't jump out at me. I wish it could have been a little more intuitive, but the core functionality was there.

Alternatives Considered

Reasons for Switching to Supportbench

Pros

The platforms SLA management tools allows us to setup specific targets for response and resolution times and we can easily track our progress against these targets. This has helped us to consistently meet our SLA's and provide high quality to our customers.

Cons

For the interface, I would try to localize it for some of my teams, but I haven't figured out how to achieve it.

Pros

The AI-driven sentiment analysis is a true standout, giving us deeper insights into customer emotions. Also, the ease of customizing dashboards has streamlined our workflow significantly.

Cons

The initial transition from our old system was a bit overwhelming. The thought of integrating a new tool into our established processes was intimidating, but it worked out well.

Pros

The customer health scoring and AI-driven insights are standout features. They provide a deep understanding of our customer’s needs, enabling us to offer more effective support.

Cons

As of now, I really like all of it. We will continue to explore it.

Pros

The AI-driven summaries and knowledge base article creations are incredibly helpful. They save time and bring a new level of efficiency to our customer support.

Cons

Concerns about staff adaptation and integration complexities were high but were quickly resolved.

Pros

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

Cons

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

Pros

The AI-driven summaries and knowledge base articles are the best we’ve used. They save time and enhance our support quality. Plus, the emotional scoring really helps us understand our customers better.

Cons

Initially, I was apprehensive about the transition from our old system, but thankfully, all went well.

Pros

Supportbench has been a win for us, budget-conscious wise.

Cons

Supportbench is a pretty robust platform, we have a lot of the system yet to discover.

Pros

Supportbench's AI Customer Activity Summaries are a lifesaver. They quickly give us a snapshot of what's happening with our customers, streamlining our response process. It intelligently crafts replies based on past interactions, significantly boosting our efficiency.

Cons

So far, I haven’t found any dislikes, but it’s still early days for us.

Pros

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 😊

Cons

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.

Pros

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

Cons

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

Pros

The standout feature of Supportbench is that it allows me to customise my day to day experience. From the influx of emails to weekly reporting, Supportbench has allowed email management to feel like a breeze. Our team is able to work with and present accurate information with the scheduled data reports feature. Supportbench allows our team to work wherever, whenever as there’s more than just one way to receive notifications.

Cons

Over the years I have realised that not all of us can learn and adapt easily as the next person so even though I am becoming a pro with Supportbench, I do think it may need to become a bit more hands with their explanations or even come up with a simpler how to guide

Pros

Ditching Freshdesk for Supportbench was like trading in my old clunker for a flying car. Suddenly, our customer support management feels less like juggling cats and more like a well-choreographed ballet.

Cons

But let's not sugarcoat it. The initial setup was like putting together IKEA furniture blindfolded. And the reporting feature? Kind of like promising a grand feast and delivering a salad. We could really use some extra analytics and a full-on BI interface.

Pros

Supportbench's AI-driven features are top-notch, especially for activity summaries and response generation.

Cons

So far, I haven't found any dislikes, but I'm still pretty new to the system.

Pros

Shifting from Freshdesk to Supportbench was like discovering a secret passage to success. Our customer support management has never been smoother, and the personalized service we can now offer has given us a huge advantage over our competitors.

Cons

The initial setup was a heavy lift as we had so many previous tools to replace with Supportbench.

Pros

The flexibility of our communication channels has been invaluable in improving our customer satisfaction rates and even reducing churn rates. We’re able to make such quick decisions and resolve cases because we have everything we need on-hand in real time. It’s helping us build much stronger relationships with our customers and our hope is that we’re able to get increased upselling and even persuade some champions to refer us.

Cons

Supportbench is valuable in so many ways, but it’s a pretty robust platform and it’s going to take a while to access all feature sets.

Pros

Because of the integrations instead of plug ins, I find Supportbench more effective than and other tools we’ve used. It’s made the system more versatile because we can now customize the system to tailor to both our support and customer needs.

Cons

There are some integrations we’re still waiting on and have been assured that we’ll have them within the next 3 months.

Pros

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.

Cons

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

Pros

It’s really easy to use and the search process is quick because everything in Supportbench is fully integrated. It’s both ticket management and communicates will with both Sales and Dev. Our customers have never been happier as our response times have increased and we have fewer issues and escalations.

Cons

There is some serious oversight with Supportbench, so I really need to stay on top of things.

Pros

Overall:I've been using Supportbench for a while now, and it has been a significant asset to our customer support operations. One of the standouts for us is the NPS management tools; it’s helping us improve our scores and gather valuable feedback from our customers.Pros:The customizable surveys have been a game-changer; allowing us to ask specific questions that help us identify areas for improvement in our products and services. We've been able to track our NPS scores over time, which has helped us set goals and monitor our progress.

Cons

Cons:Some of the more advanced features require additional training and onboarding, which has been somewhat time-consuming for us.

Pros

A big plus for us is that Supportbench is fully unified and integrated. All of our tools talk to each other in real-time so there isn’t that lag time gathering info from our managers or other departments. The dashboard is SO helpful. I can see everything according to what I want to see rather than what the platform allows. I can do everything a lot quicker and in a more complete way.

Cons

Some of the more advanced features need a lot of extra setups and learning time.

Pros

Supportbench has helped us increase efficiencies in all areas of customer service, but also their own Support team helped us fix a lot of the ways we had mismanaged our Support and Success department. I feel they went above and beyond with their assistance.

Cons

We had some challenges at the start as we had a lot of different information in completely different places. Supportbench took some time but helped us bring almost everything into one place.

Pros

We have communication coming in from multiple channels and Supportbench can handle all of it. Because everything is integrated in one platform, all of our customer inquiries are handled so much more efficiently.

Cons

Although there are no plug-ins and everything fully integrates, I’d like to see more integrations in the system. Hoping it’s coming in the future.