Supportbench Pricing, Features, Reviews & Alternatives

Supportbench

Modern customer support platform making complex B2B simple

4.56/5 (18 reviews)

Supportbench overview

What is Supportbench?

Supportbench is an all-in-one customer support ticketing system and CRM for customer support departments of all sizes. The platform handles multi-channel case management, response and resolution SLA handling, task management, escalation / de-escalation workflows, calendaring, and more.

Supportbench enables users to funnel and view all incoming support requests whether via phone, email, web, or social accounts, into a single, centralized location. Users can create custom views with specific properties for incoming data, as well as personalized workflows. The integrated view enables users to review other agent workloads, forum posts, articles, incoming cases, and more. Defined escalations send specific cases to the right person, whether by case property, contact, agent, and more.

All events within an agent’s history are logged and categorized, providing users with total system visibility. Supportbench enables users to create multi-regional SLAs (service level agreements) for specific companies, contracts, assets, or priorities that can be defined by any metric. SLAs can be handled across multiple time zones, owners, and teams, and include features such as workflow-triggered pre & post violation and policy variation.

Users can associate knowledge base articles to cases by linking them during a search, or when sending to customers. The solution allows agents to carry unique authoring rights which allow some authors to create articles, while some can only review or publish to the community. Calendaring and task management features help organizations manage agents and their work items, as well as assign events. Additional features for Supportbench include customer surveys, analytics, reporting and statistics, liquid templates, event-triggered workflows, notifications, and more.
www.supportbench.com

Pricing

Starting from
$45/month
Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
Supportbench screenshot: Real-time team dashboard with reporting and statisticsSupportbench OverviewSupportbench screenshot: Agents can search for, link to, and create articles from casesSupportbench screenshot: Create SLAs for specific companies, contracts, priorities, assets, and moreSupportbench screenshot: Create articles from case activities for a powerful knowledge baseSupportbench screenshot: Using the integrated calendar, users can assign events to cases and monitor days offSupportbench screenshot: Handle SLAs across multiple teams and time zonesSupportbench screenshot: Analytics provide more insight into trends and how teams are performing

Supportbench user reviews

Value for money
Features
Ease of use
Customer support
  4.7
  4.3
  4.4
  4.8
Kevin B.

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

Used daily for 6-12 months
Reviewed 2018-01-17
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Eilis B.

Working with Supportbench is a partnership

Used daily for 6-12 months
Reviewed 2020-01-17
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Kim R.

Most comprehensive ticketing system

Used daily for less than 6 months
Reviewed 2021-04-09
Review Source: Capterra

Exceptional software. Exceptional support. All around a very awesome experience.

Pros
Having used most ticketing systems out there, this one by far takes top prize. It's super easy and intuitive so you can flow through your cases and day. Good software helps create a high productivity rate and happy customers. We have both now that we have Supportbench.

Cons
It's not all been smooth sailing. I struggled to get my queue sorted the way I wanted and we had some issues with a few other things. The main point is they were resolved in a timely manner. There was good communication as we worked through these issues and Supportbench went all out to help us be successful.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Maximiliano O.

Good for sharing data sent to a distribution list

Used daily for less than 6 months
Reviewed 2018-04-10
Review Source: Capterra

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

Response from Supportbench Services


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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 4/10

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Floyd S.

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

Used daily for 6-12 months
Reviewed 2019-12-09
Review Source: Capterra

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.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Supportbench pricing

Starting from
$45/month
Pricing options
Subscription
Free trial
View Pricing Plans

Agent costs are calculated per hour and change depending on the number of active agents. The cost per agent goes up as the agent count goes up. The minimum cost per agent is $45 per agent on our grow feature plan, with a maximum cost per agent of $125 per month with Enterprise features.

Supportbench features

API
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Call Center Management
Customizable Branding
Email Management
Knowledge Base Management
Multi-Channel Communication
Queue Management
Reporting/Analytics
Self Service Portal
Support Ticket Management
Surveys & Feedback

Chat/Messaging (229 other apps)
Live Chat (184 other apps)
Mobile Access (134 other apps)
Real-Time Chat (138 other apps)
Reporting & Statistics (171 other apps)
Third Party Integrations (206 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Supportbench

Key features of Supportbench

  • Complaint monitoring
  • Inbox / queue management
  • Automated routing
  • Help desk
  • Customer experience management
  • Appointment management
  • Automated routing
  • Automatic customer notices
  • Customer database
  • Social media integration
  • Trouble ticketing
  • Multi-channel
  • Workflow management
  • Views on incoming data
  • Resolution management
  • Multiple time zones
  • 360 degree views
  • Analytics
  • Full REST API
  • Custom dashboard
  • Built-in widgets
  • Task management
  • Calendaring
  • Employee management
  • Events calendar
  • Monitor and create sick / vacation days
  • Case management
  • Support
  • Case automation
  • SLA (service-level agreement) management
  • Knowledge base
  • Community and user forums
  • Templates
  • Customer surveys
  • Workflow-triggered events
  • Role based agent security
View All Features

Benefits

Supportbench enables users to funnel and view all incoming phone, email, web, and Twitter requests in a centralized location.

Agents can create and store internal information within a knowledge base, as well as search and link articles from cases.

Supportbench enables users to create SLA’s for specific companies, contracts, assets or priorities to help keep promises to customers.

Users can take advantage of 360 degree views on each customer and a custom dashboard with built-in widgets for insight into trends and team performance.

Organizations can efficiently manage agents using the integrated calendar for assigning events and monitoring days off.