Supportbench Erfahrungen

The standout feature of Supportbench is that it allows me to customise my day to day experience. From the influx of emails to weekly reporting, Supportbench has allowed email management to feel like a breeze. Our team is able to work with and present accurate information with the scheduled data reports feature. Supportbench allows our team to work wherever, whenever as there’s more than just one way to receive notifications.

Over the years I have realised that not all of us can learn and adapt easily as the next person so even though I am becoming a pro with Supportbench, I do think it may need to become a bit more hands with their explanations or even come up with a simpler how to guide

The internal team at Supportbench helped us at every step, before data migration, to organize our department better and after training to ensure every team member was making the most of the platform. Supportbench is such an intuitive system and I’ve been able to customize it to speed up my workflows and efficiency. It’s made a world of difference for our team, department and the departments we interact on a daily basis with. Can’t live without it!

The team at Supportbench is exceptional. I wonder if they’d be doing so well without such a stellar internal support team.

A big plus for us is Supportbench’s ticket management. The platform makes it easy to assign tickets to the right team members and track their progress. This has helped us ensure that no tickets fall through the cracks and that our customers receive timely support, no matter how complex the issue is. Additionally, the platform integrates with all of our existing tools, such as Salesforce and Slack, making it easy to manage all of our support operations from one place.

It would be great to have the ability to create custom plugins, but they only have an API right now.

The flexibility of our communication channels has been invaluable in improving our customer satisfaction rates and even reducing churn rates. We’re able to make such quick decisions and resolve cases because we have everything we need on-hand in real time. It’s helping us build much stronger relationships with our customers and our hope is that we’re able to get increased upselling and even persuade some champions to refer us.

Supportbench is valuable in so many ways, but it’s a pretty robust platform and it’s going to take a while to access all feature sets.

With Supportbench’s Omnichannel tool set, we’re now able to provide exceptional customer service across every customer touchpoint. Handling emails, social accounts and chat are peaceful because it’s finally all professionally configured. The calendar feature makes it so easy to organize internal teams and respective tasks as well at external appointments. Also, having no queue limits or restriction on service levels has helped us designate work more effectively than ever before.

Still finding that the mobile app needs some extra work, it’s ok, but could be better.

I appreciated the user-friendly interface and personalization features and of course the support from the Supportbench technical team. The price plan is much lower than we’re use to with everything included, so that’s great.

The user interface takes a bit of getting used to as they so things pretty different from any other ticketing systems I’ve used in the past. Could use some tweaking here and there.

Please see overall experience below for pros.

Please see overall experience below for cons.

Because of the integrations instead of plug ins, I find Supportbench more effective than and other tools we’ve used. It’s made the system more versatile because we can now customize the system to tailor to both our support and customer needs.

There are some integrations we’re still waiting on and have been assured that we’ll have them within the next 3 months.

The shift from Zendesk to Supportbench has been a significant upgrade for us. The functionality has streamlined our support process, helping us enhance the quality of our service and build stronger relationships. The customizable dashboards have particularly allowed us to optimize our strategies, while the customer health scoring and 360-degree customer overview have ensured a tailored approach to each customer interaction.

The software, as much as it is impressive, does lack in one area - the documentation. I believe a more extensive user guide would make the experience smoother for newcomers. This didn't deter my overall experience but certainly left some room for improvement

Although it’s been early days for us, I can already see that Supportbench’s seamless communication channels and the volume of cases it handles are going to help to build our customer loyalty. We’re responding to complex cases far more quickly than before. We’re finally able to give our customers the support they need.

The setup and initial agent training took some effort. It was challenging for us to get use to a different platform, one that integrates with everything. But things are running smoothly now.

Supportbench has a lot of features that I’ve used in other platforms, but it’s as though they’ve honed them a bit and made them suit front line engineers. One thing that’s different is the communication with customers. Everything seems to be quicker and easier, from their email, to their knowledge base, it’s all a lot cleaner.

I have not yet encountered any major problems, but I'd love some more of the web app functionality within the mobile app.

My favorite part of Supportbench is how fully integrated it is with different systems. It gives me a seamless working environment where I don’t have to deal with the mess of multiple tools.

There was a bit of a learning curve for me to get use to Supportbench. I was so used to having multiple plug-ins that one system took some getting use to.