SupportSync Pricing, Features, Reviews & Comparison of Alternatives

SupportSync

Product return management & customer service for SMBs

4.71/5 (7 reviews)

SupportSync overview

SupportSync is a product return management solution designed to manage all aspects of product support including customer service, RMA (return merchandise authorization) and testing. The platform helps small to medium-size businesses handle and track returns, view customers’ service history, and gain insights on reasons for returned products.

SupportSync’s returns management system provides organizations with all the tools needed to process returns from start to finish. Users can view the status of the entire returns operation including returns tracking, parts requests, testing, and reports. Search capabilities enable users to find anything from customer information to reference numbers. Reports provide insight on why products are coming back, alongside product failure trends and average turnaround times.

SupportSync’s customer service portal is fully customizable and can be styled to match the branding of a company’s website, including a logo, custom text, links and images. The self-service portal enables customers to login and submit support cases, request a return, and track status on shipments. Optional case functionality includes a forum for troubleshooting issues with customers to prevent returns before they happen. Additional features include email notifications for customers, and flagging and alerts for teams.

SupportSync’s integrated shipping feature enables users to print labels and track returns and shipments using UPS, FedEx, or Endicia (USPS) accounts. Features include address verification to avoid costly re-shipments, preset packaging, and more. Users can generate prepaid labels that can be emailed to customers directly, as well as batch process various types of shipments.
www.supportsync.com

Pricing

Starting from
$175/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
SupportSync screenshot: SupportSync combines all aspects of customer service from cases to returns, for a complete service history at a glanceSupportSync Product TourSupportSync screenshot: Optional cases functionality gives users a forum to troubleshoot support issues with customersSupportSync screenshot: Send unlimited email notifications throughout the returns process so customers are always informedSupportSync screenshot: Define custom groups and alerts, and assign actions when problems occurSupportSync screenshot: Returns tracking, parts requests, testing, reports, customer information and more in one systemSupportSync screenshot: Complete tracking throughout the process customers keeps customers informed on the current status of their returnSupportSync screenshot: Get insight on why certain products are coming back and how the team is performing with reports SupportSync screenshot: Print labels and track returns or accessory shipments using Endicia (USPS), UPS, or FedEx accounts.SupportSync screenshot: Create and email shipping labels to customersSupportSync screenshot: Process countless shipments at once by selecting multiple returns or parts requests

SupportSync reviews

Excellent
5

Very good
2

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  0.0
  4.0
  4.4
  4.8
Brian VB

Great when generating and tracking pure returns, not so great for other functions

Reviewed 2016-06-02
Review Source: Capterra

Our company, Pivothead, manufactures POV eyewear. We have a decent volume of business and a few months ago started using SupportSync to handle all of our returns and repairs. We use a separate system for troubleshooting, support articles, and general customer interaction. Although SupportSync claims to offer these features, they are severely lacking and would not work for our needs. When it comes to creating and tracking returns, SupportSync works great. The workflow for a normal return is straightforward, and new employees can pick it up quickly. The auto-generated email templates are easy to work with, and creating an account or return from a customer's point of view is fairly simple. Adding and setting up products and parts is simple. Once the workflow leaves the standard return, repair, ship-back model, things get harder. SupportSync allows for different workflows for things like processing a credit, charging for a repair, accepting payment, sending an email to a customer, and other things. These mini workflows are very useful, but often hard to navigate to or start. There is no centralized screen or tab that will show all of the information for a customer, and tasks such as accepting a payment are often only accessible from a single small link that is very unintuitive to use. Our companies biggest problem with SupportSync is that it has no way to integrate with our support desk application (Desk via SalesForce). And while SupportSync will claim to be able to serve as a general support management app, it is severely lacking in this regard. The app claims that it can integrate with ZenDesk, but even here the integration is minimal. Our company would like to integrate customer communication in one area, but right now we are forced to interact with customers from both our normal support app and SupportSync

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Anonymous

support sync

Used weekly for 1-2 years
Reviewed 2018-10-22
Review Source: Capterra

It has great features and makes it easy to keep track of your returns and allows maximum visibility

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James Mercado

Right place at the right time with all the right features.

Reviewed 2016-05-18
Review Source: Capterra

Just when we needed to find a simple RMA system without any of the bells and whistles that other competitors provide, we stumbled onto SupportSync. While the app was still in its early stages when we started, it was still very functional. Additionally, Jeff and Scott were so hands-on that all our concerns were quickly addressed. It's been just under a year since we first started using SupportSync, and we definitely will be sticking with it. What would have normally been easily a few thousand dollars to develop an internal system has been solved by SupportSync with affordable subscriptions.

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Irwin Yuen

Worked great for our company

Reviewed 2016-03-24
Review Source: Capterra

A valuable CRM tool we used to track and manage returns between our service center and clients customer service. Being able to print shipping labels from UPS, Fedex and USPS (via Endica) directly & send email notifications was ideal. We also used the additional features in monitoring returns tested, retail open boxed returns and shipments of spare parts for end-users. SupportSync customer service was great when it was requested to add the additional feature in supporting for multiple brands/products to multiple service centers.

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Lance McCutcheon

exactly what we needed

Reviewed 2016-05-17
Review Source: Capterra

We have been using Support Sync for about 2 months now and are having no issues and we are very pleased with the ease of use. The shipping feature is wonderful and everything works like a charm. The customer service has been very helpful and we could not be happier. Thank you Support Sync.

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SupportSync pricing

Starting from
$175/month
Pricing options
Free trial
Subscription
View Pricing Plans

Basic: $175 per month (paid annually) or $250 per month (paid month-to-month). Basic plan provides access up to 5 users.

Professional: $295 per month (paid annually) or $375 per month (paid month-to-month). Professional plan provides access up to 10 users.

Enterprise: Contact SupportSync

All features included on each plan. Plans vary based on use requirements.

SupportSync features

Automatic Notifications

API (439 other apps)
Access Control (180 other apps)
Activity Dashboard (346 other apps)
Activity Tracking (219 other apps)
Audit Trail (182 other apps)
Auditing (264 other apps)
Compliance Management (213 other apps)
Custom Fields (202 other apps)
Customizable Reporting (269 other apps)
Data Import/Export (261 other apps)
Document Storage (198 other apps)
Inventory Management (212 other apps)
Inventory Tracking (208 other apps)
Invoice Management (197 other apps)
Monitoring (200 other apps)
Real Time Data (235 other apps)
Reporting & Statistics (266 other apps)
Third Party Integration (249 other apps)
Workflow Management (231 other apps)

Additional information for SupportSync

Key features of SupportSync

  • Interaction tracking
  • Customer support
  • Complaint monitoring
  • Self service portal
  • SKU / UPC codes
  • Barcoding / RFID
  • Search / filter
  • Warehouse management
  • Inventory management
  • Air shipping
  • Bills of lading
  • Cost calculations
  • Freight shipping
  • Ground shipping
  • Parcel shipping
  • Shipment tracking
  • Location management
  • Product categorization
  • Automatic customer notices
  • Postage management
  • 3PL
  • Landing pages / web forms
  • Automated routing
  • Known Issue management
  • Help desk
  • Customer experience management
  • Case tracking
  • Automated updates
  • Expedited shipping
  • Integrated shipping
  • Real-time return status
View All Features

Benefits

SupportSync's self-service customer portal enables customers to efficiently contact organizations, and get status updates on cases or shipments.

The system includes a customer portal and CRM functionality, as well as integrations with the major freight carriers.

Users can run comprehensive reports on returns, parts requests, testing, cases, shipping, user activity and more.

Organizations can view customers' entire service history to identify whether a customer has had too many returns and may require special service.

SupportSync’s flexible process flow can be tailored to match the company’s return policy.