Supportbench Pricing, Features, Reviews & Alternatives

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

Likelihood to recommend: 10/10

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

Likelihood to recommend: 10/10

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

Likelihood to recommend: 10/10

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

Rating breakdown

Likelihood to recommend: 4/10

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

Likelihood to recommend: 10/10