Supportbench Reviews

Summary: Definitely a learning curve when getting set-up, but it becomes pretty powerful once you learn the functionality available.

Positive: This is a great customer service tool to effectively address incoming concerns. Supportbench introduced us to a really smart ticket management system that changed the old way we use to respond to issues. Our incoming tickets were such a mess before and now that we’ve customized Supportbench to automatically prioritize based on what’s most important/vital to our specific company. The response time clock is so great, I know exactly when I need to respond to each ticket. I also really like how policies work, and how you can hide certain details from some departments/agents so that information is given as needed.

Negative: They support team is always great and easy to get to on their live chat, but because of the learning curve, I’ve had to rely on them a bunch of times to figure out how to get things done.

Summary: I would recommend giving Supportbench a try, it’s a different way of working than other ticketing systems out there, but for how we work, it’s great. We have only started scratching the surface of what it is capable of, but it has already been more than worth moving to.

Positive: The features of Supportbench are straightforward and easy enough to understand while you’re learning to use the system. When we did have issues onboarding our team, their customer support reps were super friendly and explained things in a way that was jargon-free and easy to understand for someone like me . Even though some of our questions were a bit silly, their reps did not make us feel like they were, and instead explained everything and helped us create a process that’s right for us.

Negative: Supportbench has a lot of feature sets that we’re not able to use at this point as our workflows aren’t that complex. With that said, I’m looking forward to use them as our team gets bigger.

Summary: I'm very happy with Supportbench. The more I use it, the more I thoroughly enjoy it. I look forward to learning more and utilizing other features of the product. The staff at Supportbench go above and beyond to help users understand the system and answer any questions. They are great to work with and are very responsive.

Positive: Supportbench is easy to use. I worried that going to a new case management system would add time to my job but it's quite the opposite. I'm able to obtain information faster and with fewer clicks. I enjoy the color contrast and icons used, it makes training new users much easier to have easily identifiable areas based on the color or an icon. Case templates are one of my favorite features where a standard response can be sent out to the client or multiple clients. The sky is the limit with Supportbench!

Negative: I don't have any cons to list at this time. The product is great!

Summary: Supportbench is a great platform for companies that want to grow and do everything in one place. It’s fast, easy to use and understand but also super feature rich.

Positive: I think this customer support platform is one of the best I've seen so far. It is easy to use, setup and navigate around. It provides me with all the resources I need from email management, knowledgebase, to sending out NPS surveys all while keeping the cost low. So far, Supportbench is the best overall customer service software with an all-in-one customer management solution I’ve worked with.

Negative: I think there can be more room for improvement in the design.

Summary: Before Supportbench, we used to use a free ticketing support system. Supportbench has dramatically changed how we approach support. We now have a set it and forget it mentality. We use to deal with disorganization and random incoming issues without prioritization. This resulted in us forgetting to address issues and add further frustration for our front-line engineers. Supportbench was easy to administer and even easier for us to enter tickets into.

Positive: As a front-line Customer Service agent, I appreciate the usability of Supportbench. We predominantly use e-mail to communicate with our customers and their system is as intuitive as Outlook when making replies. I haven’t worked in another ticketing system that does it as well as them. I also really like the pixel tracking on each email I send out. I get notified as soon as they view the email, letting me know when I should best reach out again. Additionally, notifications and alerts are so helpful, I get notified on everything happening in my tickets. I also like the ability to set my own SLAs rather than rely on the out of the box ones. Supportbench really has kept me on top of my game, aiding me in prioritizing, organizing, and making juggling between 20 issues at the same time a lot less painful.

Negative: I wish Supportbench had Sales CRM version and I hope they add it soon.

Summary: Supportbench seems to be the type of software that can help really any business. I am so pleased our company purchased this software. It makes our lives and our clients more productive. I would highly recommend it.

Positive: Supportbench has been a fresh start to our company. This software is easy to use and it’s simple to navigate through all the feature sets. Connecting with clients has never been so easy and convenient for us. The email features are great and easy to customize. I really liked that their free trial was actually the full and complete system, so I knew what I was buying before I got it.

Negative: So far, I don’t have any bad experiences using this product, but it’s still early days for us.

Summary: 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.

Positive: 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 amazing 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.

Negative: 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.

Summary: I am very happy that we decided to partner with Supportbench for our case management system and it is working well for us. I have managed customer support teams for over 15 years and worked in the industry for over 25. I have used many competing systems and Supportbench is my favorite - I do not hesitate to recommend them.

Positive: I implemented Supportbench for my Customer Support team 15 months ago and it has been an excellent fit for us. We are a small software company so it was important to find an affordable solution that I could learn, implement, and administrate on my own.

Supportbench Support is easy to reach and quick to help when I do get stuck. I have been impressed with their ability to seek out feedback for product improvements - and they have quickly added enhancements we requested that made our experience with the system even better.

Supportbench has allowed us to get organized and make sure that no customer inquiries get missed as well as track and measure the performance of my team. The SLA feature helps us to make sure our customers don't wait too long and custom automated notifications keep me in the loop with everything important that my team is working on. Between the Dashboard and the custom views, I am able to monitor KPIs like the number of cases closed, customer satisfaction via surveys, SLAs, knowledge base contributions, and more.

We are on the brink of launching our new customer portal, which is completely powered by Supportbench. Their Support team guided me through the setup and configuration process, and I am excited and confident that our launch will be successful.

Negative: I love using the mobile version of Supportbench to keep an eye on things when I am out of the office - but the functionality is limited and I can only perform a few basic tasks. It would be nice to see this feature expanded.

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

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. It's also not great at a revenue/value focus. SB outclasses it on all these fronts.

Positive: 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!

Negative: 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.

Summary: We love the product, the more we use it, the more we find ways to make our team more efficient.

I would love them to continue doing what they're doing!

Positive: There are a lot of unique capabilities that I have not seen out there that have transformed how we work. The reporting capabilities have been a game changer for us.

- We have never had a customer success department and the insight that we get on our customers right out of the box is incredibly valuable. Supportbench calculates a score with each customer giving us a heads up on those customers where we might be failing.

- Team reviews, I can just pull up an agent’s scorecard and know exactly where they are doing well and in what areas they are struggling in.

- Pulling up case, activity and survey data even with the number of cases we have is easy and I can find and report on almost anything with a few clicks.

Negative: The integrations do work pretty awesome, but I'd like to see more of them.
The knowledge base needs some help as well, but they make up for it with a stellar support team that you can get a hold of anytime.

Summary: Overall, I think that Supportbench is a solid choice for a web based ticketing system, it is flexible for various needs. Their associates bend over backward during the implementation process and when live to ensure a positive experience.

Positive: Support and customer care is off the charts; the product is versatile and able to accommodate multiple divisions; all around great ticketing product - does its job and does it well.

Negative: Lack of documentation for training and implementation.

Summary: Overall, I'm very impressed with the products constantly evolving feature set, interfaces and API capabilities that are 100% based on customer input.

For a small team, they care deeply about user experience, and stay closely aligned with their client needs. I especially love the integrated Chat/Support function that means my agents can ask for support on the product themselves in realtime.

Positive: The product has many hidden gem features, but the biggest is the "case management and submission" interface is an e-mail-based approach, which allows for a more natural interface for external customer inquiries. This e-mail centric view allows you to meet the client where they are, vs forcing them to navigate to another portal and form interfaced.

Supported but a rigours e-mail routing, tagging and natural language engine on the back end, it has all the normal ITIL/ITSM case management capabilities needed to meet your regulatory needs. Supporting multiple queues, agent skills routing, SLAs etc., there is about everything that you could need to support your external clients without all the typical hold ups of some of the larger/clunkier ITSM centric case management products.

Negative: The hardest part of this product is explaining how different it is from ServiceNow, Remedy and those other ITIL framework forward products. That said, my agents adapted very quickly, and naturally to the product.

Summary: I have been able to focus on many other task outside of solving problems since implementing this Supportbench. Now that my teams are connected better digitally we can focus more on the future of our company.

Positive: Supportbench provides extremely accurate tracking when it comes to contacts and ultimately puts my team on the same page like never before. It's freed up a lot of time for each department now that we're connected more than ever.

Negative: The customer portal is essentially unable to be edited (without a specialist). The in-program support has been helpful in making the changes we needed however.

Summary: This is a very solid and flexible option to set up a contact center operation. I have been user on other organizations, and it is indeed a helpful resource to empower agents to deliver a great customer service.

Positive: I like that I was able to chat with a knowledgeable representative and not have to call in and be stuck on the phone to solve my issues. It was also very nice for him to be able to link a lot of help articles so I could forward that info. to the person who could assist me on our side (web developer, eCommerce, etc.). My agent in particular was very sweet and patient and continued to check to make sure all issues were covered and fixed even when we thought it was solved he double-checked and found another error which was awesome to be able to fix right then and there and not have to come back at a later date and complain that it wasn't fixed in the first place.

Negative: I do feel like there were often long breaks in between but it wasn't that inconvenient and there was long breaks on my side as well. Would've been nice to have an explanation in less technical terms for someone like myself who does understand some of the big technical explanations that the articles give.

Summary: Supportbench 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.

Positive: Very flexible - Supportbench can be tuned to work the way I want it to.
There are different teams within my organization that use Supportbench 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 Supportbench within the organization. It is incredibly scalable and there are no concerns about adding users or teams.

Negative: The learning curve can be a bit high. I think this depends on what you want to accomplish. Because Supportbench 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.