Supportbench

All-in-one-Ticketingsystem für den technischen Support und die Kundenbetreuung

4,5 /5 (17 Bewertungen) Eine Bewertung verfassen!

Supportbench Übersicht

Was ist Supportbench?

Supportbench ist ein All-in-one-Ticketing-System für die Kundenbetreuung und CRM für Kundenserviceabteilungen aller Größen. Die Plattform übernimmt das Multi-Channel-Fallmanagement, die Bearbeitung von SLAs bezüglich Reaktion und Lösung, das Aufgabenmanagement, Eskalations-/Deeskalations-Workflows, die Kalendererstellung und vieles mehr.

Supportbench ermöglicht es Nutzern, alle eingehenden Supportanfragen, ob per Telefon, E-Mail, Web oder Twitter-Accounts, an einem einzigen, zentralen Ort zu bündeln und anzuzeigen. Nutzer können nutzerdefinierte Ansichten mit bestimmten Eigenschaften für eingehende Daten sowie personalisierte Workflows erstellen. Die integrierte Ansicht ermöglicht es den Nutzern, die Arbeitsbelastung anderer Mitarbeiter, Forenbeiträge, Artikel, eingehende Fälle und mehr zu überprüfen. Definierte Eskalationen leiten bestimmte Fälle an die richtige Person weiter, sei es basierend auf Art des Falles, des Kontaktes, des Mitarbeiters und mehr.

Alle Ereignisse innerhalb der Historie eines Agenten werden protokolliert und kategorisiert, was den Nutzern eine vollständige Systemsichtbarkeit bietet. Mit Supportbench können Nutzer multiregionale SLAs (Service Level Agreements) für bestimmte Unternehmen, Verträge, Assets oder Prioritäten erstellen, die von jeder Metrik definiert werden können. SLAs können über mehrere Zeitzonen, Eigentümer und Teams hinweg gehandhabt werden und beinhalten Funktionen wie workflowgetriggerte Pre- und Post-Verstöße und Richtlinienvariationen.

Nutzer können Artikel der Wissensdatenbank mit Fällen verknüpfen, indem sie diese während einer Suche oder beim Versand an Kunden verknüpfen. Die Lösung gestattet manchen Mitarbeitenden einzigartige Autorenrechte, die es ihnen erlauben, Artikel zu erstellen, während andere nur für die Community rezensieren oder Artikel veröffentlichen können. Die Kalender- und Aufgabenmanagementfunktionen unterstützen Unternehmen bei der Verwaltung von Mitarbeitenden und ihren Arbeitsaufgaben sowie bei der Zuweisung von Ereignissen. Zusätzliche Funktionen für Supportbench umfassen Kundenumfragen, Analysen, Berichterstattung und Statistiken, Liquid Templates, ereignisgesteuerte Workflows, Benachrichtigungen und mehr.

Supportbench Übersicht

Kosten

Beginnt ab
N/A

Preisoptionen

Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis

Supportbench Funktionen

Geräte
Unternehmensgröße
K M G
Märkte
Kanada, Vereinigte Staaten von Amerika
Unterstützte Sprachen
Englisch

Screenshots

Supportbench Screenshot: Real-time team dashboard with reporting and statistics
Supportbench Screenshot: Real-time team dashboard with reporting and statistics Supportbench Screenshot: Agents can search for, link to, and create articles from cases Supportbench Screenshot: Create SLAs for specific companies, contracts, priorities, assets, and more Supportbench Screenshot: Create articles from case activities for a powerful knowledge base Supportbench Screenshot: Using the integrated calendar, users can assign events to cases and monitor days off Supportbench Screenshot: Handle SLAs across multiple teams and time zones Supportbench Screenshot: Analytics provide more insight into trends and how teams are performing

Supportbench Bewertungen

Supportbench Bewertungen

Gesamtbewertung
4,5
/
5
Ausgezeichnet
12

Sehr gut
2

Durchschnitt
3

Gering
0

Schlecht
0

Preis-Leistungs-Verhältnis
4,7
Funktionen
4,3
Bedienkomfort
4,4
Kundenbetreuung
4,8
82% haben diese Anwendung empfohlen
Kevin B.

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

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


Mit Google übersetzen
Eilis B.

Working with Supportbench is a partnership

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.


Mit Google übersetzen
Maximiliano O.

Good for sharing data sent to a distribution list

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


Mit Google übersetzen
Floyd S.

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

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


Mit Google übersetzen
Chris N.

Great Product with Endless Customization

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, etc.. with no central repository for tracking.

Support Bench was able to get us up and running with a customized solution within 4 hours.

Pros:
1. Excellent pricing model, unlike most software which tease you with additional functionality with every increasing pricing plans, Support Bench gives full functionality based upon a declining price model for an increasing number of users. It is exceptionally price effective at small and large scale deployments.

2. Unlimited customization that curupasses the competitions simple interface that often is supported by underdeveloped code.

3. Support Bench supports their clientele consistently and with exceptional professionalism
You are NOT dealing with a cookie cutter software package that spends more money on marketing than development with an offshore customer support team.... when you need support, you are dealing with developers and people that can advise you on the "big picture" beyond what the average business owner would even imagine they would need in the future.

4. Real time software modification and implementation of global features; as some of the requirements we had were specific to a vehicle rental business, they added functionality that they saw would be beneficial for other clients with similar business models.

Cons:
1. As expected the large amount of customization makes it a little overwhelming at first, but the interface can be very easily limited to the exact functionality required. As we have seen in the past 6 months of use, that additional functionality is extremely beneficial down the road.
2. I am not computer savy so ideas like "sandbox" and other standard terminology was not immediately understood, but after a couple days I realize the benefit of the features.
3. When critiquing the service (as in this review) , Support Bench users will tend to write such complimentary reviews that they will appear to be shills.


Mit Google übersetzen
Kevin B.
Branche: Finanzdienstleistungen
Untern. Größe: 51-200 Mitarbeiter
Übersetzen auf: Deutsch

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

Täglich für 6-12 Monate genutzt
Bewertet am 17.1.2018
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Eilis B.
Branche: Groߟhandel
Untern. Größe: 1.001-5.000 Mitarbeiter
Übersetzen auf: Deutsch

Working with Supportbench is a partnership

Täglich für 6-12 Monate genutzt
Bewertet am 17.1.2020
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Maximiliano O.
Branche: Informationstechnologie & -dienste
Untern. Größe: 13-50 Mitarbeiter
Übersetzen auf: Deutsch

Good for sharing data sent to a distribution list

Täglich für 1-5 Monate genutzt
Bewertet am 10.4.2018
Quelle der Bewertung: Capterra

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

Vorteile

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

Nachteile

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

Übersetzen auf: Deutsch

Antwort von 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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 4.0/10

Floyd S.
Branche: Marketing & Werbung
Untern. Größe: 51-200 Mitarbeiter
Übersetzen auf: Deutsch

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

Täglich für 6-12 Monate genutzt
Bewertet am 9.12.2019
Quelle der Bewertung: Capterra

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

Vorteile

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!

Nachteile

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.

Verteilung der Bewertung

Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Chris N.
Branche: Militär
Untern. Größe: 501-1.000 Mitarbeiter
Übersetzen auf: Deutsch

Great Product with Endless Customization

Täglich für 6-12 Monate genutzt
Bewertet am 18.4.2017
Quelle der Bewertung: Capterra

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, etc.. with no central repository for tracking.

Support Bench was able to get us up and running with a customized solution within 4 hours.

Pros:
1. Excellent pricing model, unlike most software which tease you with additional functionality with every increasing pricing plans, Support Bench gives full functionality based upon a declining price model for an increasing number of users. It is exceptionally price effective at small and large scale deployments.

2. Unlimited customization that curupasses the competitions simple interface that often is supported by underdeveloped code.

3. Support Bench supports their clientele consistently and with exceptional professionalism
You are NOT dealing with a cookie cutter software package that spends more money on marketing than development with an offshore customer support team.... when you need support, you are dealing with developers and people that can advise you on the "big picture" beyond what the average business owner would even imagine they would need in the future.

4. Real time software modification and implementation of global features; as some of the requirements we had were specific to a vehicle rental business, they added functionality that they saw would be beneficial for other clients with similar business models.

Cons:
1. As expected the large amount of customization makes it a little overwhelming at first, but the interface can be very easily limited to the exact functionality required. As we have seen in the past 6 months of use, that additional functionality is extremely beneficial down the road.
2. I am not computer savy so ideas like "sandbox" and other standard terminology was not immediately understood, but after a couple days I realize the benefit of the features.
3. When critiquing the service (as in this review) , Support Bench users will tend to write such complimentary reviews that they will appear to be shills.

Vorteile

Please refer to comments

Nachteile

Please refer to comments

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 9.0/10

Nutzerempfehlung
8,9/10
Basierend auf 17 Benutzerbewertungen
Vergleiche Nutzerempfehlungen mit Alternativen
Mit Alternativen vergleichen

Supportbench Preis

Supportbench Preis

Beginnt ab
N/A
Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis
Preis-Leistungs-Verhältnis
4,7/5
Basierend auf 17 Benutzerbewertungen
Vergleiche das Preis-Leistungs-Verhältnis mit Alternativen
Mit Alternativen vergleichen

Supportbench Funktionen

Supportbench Funktionen

API
Aktivitäts-Dashboard
Automatische Benachrichtigungen
Berichterstattung und Statistik
CRM-Integration
Chat
E-Mail-Integration
Echtzeitüberwachung
Integration von Dritten
Kundenspezifisches Branding
Mehrsprachig
Multi-Channel-Kommunikation
Social-Media-Integration
Sofortnachrichten
Supportticket-Management
Umfragen & Feedback
Warnungen / Eskalation
Wissensbasis-Management
Workflow-Management
Überwachung
Funktionen
4,3/5
Basierend auf 17 Benutzerbewertungen
Vergleiche Funktionen mit Alternativen
Mit Alternativen vergleichen

Kategorien

Videos und Anleitungen

Videos und Anleitungen

Supportbench Häufig gestellte Fragen

Supportbench Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Supportbench.

F. Welche Preispläne bietet Supportbench an?

Supportbench bietet folgende Kostenpläne an:

Preismodell: Abonnement

Gratis Testen: Verfügbar

F. Was sind die Hauptfunktionen von Supportbench?

Wir haben keine Informationen über die Funktionen von Supportbench

F. Wer sind die typischen Nutzer von Supportbench?

Supportbench hat die folgenden typischen Kunden:

Großunternehmen, Mittlere Unternehmen, Kleine Unternehmen

F: Welche Sprachen werden von Supportbench unterstützt?

Supportbench unterstützt die folgenden Sprachen:

Englisch

F. Welche Preispläne bietet Supportbench an?

Supportbench hat folgende Preismodelle:

Abonnement

F. Unterstützt Supportbench mobile Geräte?

Wir haben keine Informationen darüber, welche Geräte Supportbench unterstützt

F. Mit welchen anderen Applikationen integriert Supportbench?

Supportbench kann in folgende Anwendungen integriert werden:

JIRA, Slack, Twitter

F. Welche Varianten der Kundenbetreuung bietet Supportbench an?

Supportbench bietet folgende Optionen für Kundensupport:

Online-Support, Wissensdatenbank, Forum