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Supportbench Pricing, Features, Reviews and Alternatives

Supportbench product overview

Price starts from

35

/user

Per month

What is Supportbench?

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.

Key benefits of using Supportbench

Customer Management
Streamline your customer relationship management with full visibility. Gain better insights into your customer's health, easily lock in cases and quickly identify what your partners really need.

Ticket Management
Easily assign & prioritize the right ticket and consolidate its workflow. Increase your Agent's response time by managing and identifying the number of your incoming helpdesk tickets or case requests received.

Workflows Automation
Automate your helpdesk software with scheduled workflows. Solve reoccurring agents' issues and seamlessly maintain your escalation or de-escalation workflows.

Native Integrations
Conveniently synchronize data and personalize your customer experience. Customize your answers based on your customer's requirements and give your team the tools they need.

Knowledge Base
Quickly access to our knowledgeable assistance from our team. Deliver your customers the right information and assistance with a self-service portal.

Analytics & Insights
Deliver your support team the insights they need with KPIs and Scorecards. Increase your Agent's response time by managing and identifying the number of your incoming helpdesk tickets or case requests received.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Email/Help Desk
Chat
FAQs/Forum
Phone Support

Training options

Live Online
Webinars
Documentation
In Person
Videos

Supportbench pricing information

Value for money

4.8

/5

21

Starting from

35

/user

Per month

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Supportbench features

Functionality

4.4

/5

21

Total features

104

7 categories

Most valued features by users

Reporting/Analytics
API
Third Party Integrations
Chat/Messaging
Reporting & Statistics
Customizable Branding
Multi-Channel Communication
Live Chat

Functionality contenders

Supportbench users reviews

Overall Rating

4.6

/5

21

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9.16/10
Rating distribution

5

4

3

2

1

16

2

3

0

0

Pros
Good software helps create a high productivity rate and happy customers. We have both now that we have Supportbench.

KR

Kim R.

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

FS

Floyd S.

Amazing tool - all in one but also specialized. Super easy to use, MUCH better performance.

FS

Floyd S.

Cons
You can miss replies to already existing cases. Notifications are not good enough.

MO

Maximiliano O.

There are no webhooks at the time of this review, however, I'm told they are on the roadmap.

VD

Vincent D.

Specifically, we have over 150 rental vehicles out in one particular fleet with no centralized repository for service requests.

cN

chris N.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Transitioned from Salesforce Service Cloud, and are never looking back!

Reviewed 4 years ago

Better workflow in less time, with quicker results. Simply an amazing product, and am excited to see what features are coming down the pipeline.

Pros

Supportbench was made for and by someone who knows how to support customers, and isn't just a product bolted on top of a sales platform. The workflows presented for support agents is very intuitive, and the ability to log multiple touch points from different platforms is incredible. It has an incredibly bright, visual interface which informs an agent's workflow, not just showing them a backlog of cases or tickets to work on.

Cons

Supportbench has an abundance of features, with more being added seemingly daily. While you can easily get setup quickly, it can take some time to activate some of the more powerful features, such as workflows/automation; however, with Supportbench's amazing support team, these cons are easily overcome.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Working with Supportbench is a partnership

Reviewed 2 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Good for sharing data sent to a distribution list

Reviewed 4 years ago

Not much, just having all support requests stored in the same place and shared between all team memebers

Pros

It allows us to see what is going on with all requests sent to our support DL. We stopped relying on emails

Cons

You can miss replies to already existing cases. Notifications are not good enough. Cases get insanely duplicated

Vendor response

Thank you Maximiliano for the valuable feedback as your happiness is our top priority. There are different ways to receive and deal with notifications and we will be reaching out to ensure that your system is optimized and your experiences are resolved.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Amazing tool - all in one but also specialized. Super easy to use, MUCH better performance.

Reviewed 2 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Great Product with Endless Customization

Reviewed 5 years ago

We are a Prime Support Contractor for US Army in Middle East. Working in a multicultural multilingual environment has significant customer service challenges. Specifically, we have over 150 rental vehicles out in one particular fleet with no centralized repository for service requests. Support requests (service issues for the vehicles) came as a whirlwind of phone calls , emails, sms's, chats,...

Pros

Please refer to comments

Cons

Please refer to comments

Supportbench FAQs and common questions

Q. What type of pricing plans does Supportbench offer?

Supportbench has the following pricing plans:
Starting from: $35.00/month
Pricing model: Subscription
Free Trial: Available


Q. Who are the typical users of Supportbench?

Supportbench has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Small Business


Q. What languages does Supportbench support?

Supportbench supports the following languages:
English


Q. Does Supportbench support mobile devices?

Supportbench supports the following devices:
Android, iPad, iPhone


Q. Does Supportbench offer an API?

No, Supportbench does not have an API available.


Q. What other apps does Supportbench integrate with?

Supportbench integrates with the following applications:
Jira, RingCentral MVP, Twitter, Salesforce Sales Cloud, Slack, NinjaOne, LiveChat, Meta for Business


Q. What level of support does Supportbench offer?

Supportbench offers the following support options:
Knowledge Base, Email/Help Desk, Chat, FAQs/Forum, Phone Support

Common Supportbench comparisons

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