About Supportbench

Supportbench is a state-of-the-art Customer Relationship Management Software. We specialize in helping you build loyalty and customer retention through our seamless communication channels. Gain full visibility into what your Agents are working on and who they are supporting. Conveniently streamline every incoming ticket or case request, automate responses to reoccurring issues and workflows, reduce your Agent’s working time, and escalate or de-escalate as needed. Everything you ever need to offer your customers exceptional support is now available on just one platform.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Supportbench

Key benefits of Supportbench

Customer Management
Streamline your customer relationship management with full visibility. Gain better insights into your customer's health, easily lock in cases and quickly identify what your partners really need.

Ticket Management
Easily assign & prioritize the right ticket and consolidate its workflow. Increase your Agent's response time by managing and identifying the number of your incoming helpdesk tickets or case requests received.

Workflows Automation
Automate your helpdesk software with scheduled workflows. Solve reoccurring agents' issues and seamlessly maintain your escalation or de-escalation workflows.

Native Integrations
Conveniently synchronize data and personalize your customer experience. Customize your answers based on your customer's requirements and give your team the tools they need.

Knowledge Base
Quickly access to our knowledgeable assistance from our team. Deliver your customers the right information and assistance with a self-service portal.

Analytics & Insights
Deliver your support team the insights they need with KPIs and Scorecards. Increase your Agent's response time by managing and identifying the number of your incoming helpdesk tickets or case requests received.

Devices

Business size

S M L

Markets

Canada, United States

Supported Languages

English

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Supportbench

Images

Supportbench Software - Customer Management
Supportbench Software - Ticket Management
Supportbench Software - Workflow Automations
Supportbench Software - Native Integrations
Supportbench Software - Knowledge Base
Supportbench Software - Analytics & Insights
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Supportbench Software - Customer Management Supportbench Software - Ticket Management Supportbench Software - Workflow Automations Supportbench Software - Native Integrations Supportbench Software - Knowledge Base Supportbench Software - Analytics & Insights

Features

Total features of Supportbench: 91

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Auto-Responders
  • Automated Routing
  • CRM Software
  • Calendar Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot Software
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Configurable Workflow
  • Contact Database
  • Contact Management Software
  • Content Library
  • Content Management System (CMS) Software
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management Software
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • Full Text Search
  • Help Desk Management
  • Inbox Management
  • Interaction Tracking
  • Inventory Management Software
  • Knowledge Base Management
  • Live Chat Software
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Multiple User Accounts
  • Online Forums
  • Performance Management
  • Performance Metrics
  • Prioritization
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On Software
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Zendesk

4.4
#1 Alternative to Supportbench
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Salesforce Sales Cloud

4.4
#2 Alternative to Supportbench
Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. Sales Cloud...

Dixa

4.3
#3 Alternative to Supportbench
Dixa is conversational customer service software that helps brands build stronger bonds with their customers by...

Freshdesk

4.5
#4 Alternative to Supportbench
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

Reviews

Overall rating

4.6 /5
(18)
Value for Money
4.7/5
Features
4.3/5
Ease of Use
4.4/5
Customer Support Software
4.8/5

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Showing 5 reviews of 18
Kevin B.
Overall rating
  • Industry: Financial Services Software
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

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

Reviewed on 17/01/2018

Better workflow in less time, with quicker results. Simply an amazing product, and am excited to...

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.

Eilis B.
Overall rating
  • Industry: Wholesale
  • Company size: 1,001-5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Working with Supportbench is a partnership

Reviewed on 17/01/2020

Supportbench is helping us support our customers as we always have done, but it is now giving us...

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.

Alternatives Considered

Dixa, Zendesk, and Salesforce Sales Cloud

Reasons for Choosing Supportbench

Visibility, duplication, reporting

Reasons for Switching to Supportbench

Demo support, presentation by the team, available features, cost
Maximiliano O.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 4.0 /10

Good for sharing data sent to a distribution list

Reviewed on 10/04/2018

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

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.

Floyd S.
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

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

Reviewed on 09/12/2019

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

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.

Alternatives Considered

Freshdesk, Zendesk, and Salesforce Sales Cloud

Reasons for Choosing Supportbench

You know how it is, Zendesk can be a pain. Irritating to manage, doesn't always put customer service person (tool user) first together with customer, and a hassle to integrate with other tools that you do need to complement their system.

Switched From

Zendesk

Reasons for Switching to Supportbench

Cheaper + easier to set up + easier to manage. It also saved us money over the whole!
Chris N.
Overall rating
  • Industry: Military
  • Company size: 501-1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Great Product with Endless Customization

Reviewed on 18/04/2017

We are a Prime Support Contractor for US Army in Middle East. Working in a multicultural...

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.

Pros

Please refer to comments

Cons

Please refer to comments

Showing 5 reviews of 18 Read all reviews

Supportbench FAQs

Below are some frequently asked questions for Supportbench.

Supportbench offers the following pricing plans:

  • Starting from:
  • Pricing model: Subscription
  • Free Trial: Available

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 $50 per agent on our grow feature plan, with a maximum cost per agent of $125 per month with Enterprise features.

Supportbench has the following typical customers:

11-50, 51-200, 201-500, 501-1,000, 1,001+

Supportbench supports the following languages:

English

Supportbench supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Supportbench integrates with the following applications:

Facebook for Business, Jira, LiveChat, NinjaOne, RingCentral MVP, Salesforce Sales Cloud, Slack, Twitter

Supportbench offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, Chat

Related categories

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