About Supportbench
Supportbench is a cutting-edge Customer Relationship Management software that helps companies grow in a troubled economy by building customer loyalty and retention through seamless communication channels. Our platform provides full visibility into Agent activity, streamlines incoming tickets and case requests, automates responses to recurring issues, and allows for easy escalation and de-escalation. With Supportbench, companies have everything they need to offer exceptional customer support all in one convenient platform.
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.
Images
Not sure about Supportbench?
Compare with a popular alternative
Supportbench
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
Alternatives
Zoho Desk
Dixa
Salesforce Sales Cloud
Zendesk Suite
Reviews
Already have Supportbench?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- 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.
- 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
Support Bench - Case Management
Reviewed on 18/05/2022
Support Bench does a great job and consolidating cases (emails in regards to my companies data). It...
Support Bench does a great job and consolidating cases (emails in regards to my companies data). It allows the teams to understand what cases require immediate actions and what cases are less important. (prioritization). And this prioritization is very flexible and can be tuned to our specific company and team on the platform.
Pros
Very flexible - Support Bench can be tuned to work the way I want it to.
There are different teams within my organization that use Support Bench and they have different needs. We are able to customize workflows based on each teams' needs.
The interface is clean and can be modified to suit each user.
There are many functions that allow quick handling of cases.
Cases are grouped together to keep things clean and concise and saves time when questions arise.
The environment is highly collaborative and has allowed the teams to work closer together now than ever before. This has also allowed the teams to provide faster and better support.
We can very quickly and easily expand the use of Support Bench within the organization. It is incredibly scalable and there are no concerns about adding users or teams.
Cons
The learning curve can be a bit high. I think this depends on what you want to accomplish. Because Support Bench is so configurable, it can be easy to add complexity.
There was no 'manual' to explain the basics. This would be helpful when getting onto the platform. However, it is a fairly easy system so this is not a big deal.
- 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.
- 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 10.0 /10
A Comprehensive SUPPORT Solution
Reviewed on 20/03/2023
Thus far, our experience with Supportbench has been fantastic. It’s been the perfect system for...
Thus far, our experience with Supportbench has been fantastic. It’s been the perfect system for managing our high volume of incoming cases extremely quickly and easily.
Pros
One big draw to Supportbench is the price point. It’s incredibly cost-effective, especially when factoring in the volume of feature sets as we’ve been able to replace some other expensive tools with Supportbench. We also didn’t spend a lot on the initial set-up and training.
Cons
There are some reporting features we’re waiting for, however, Supportbench’s documentation and internal support has been great with work-arounds.
Alternatives Considered
FreshdeskReasons for Choosing Supportbench
There are many reasons I choose to switch from Desk.com to SupportBench. Some of the features and benefits offered by SupportBench that are attractive to me Like more customization and automation options, better customer service analytics, improved customer support features such as ticket routing, and more. Additionally, SupportBench offers more affordable pricing plans than Desk.com.Reasons for Switching to Supportbench
I chose Supportbench over Freshdesk because it offers a more reliable and user-friendly interface. All these features make Supportbench a better choice for me.- 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.
Reasons for Choosing Supportbench
Visibility, duplication, reportingReasons for Switching to Supportbench
Demo support, presentation by the team, available features, costSupportbench FAQs
Below are some frequently asked questions for Supportbench.Q. What type of pricing plans does Supportbench offer?
Supportbench offers the following pricing plans:
- Starting from: $40.00/month
- Pricing model: Subscription
- Free Trial: Available
Per-agent scaled pricing starting at $35 USD a month per agent. We want you to grow and that's why everyone gets the same product, and as you grow, we grow.
Q. Who are the typical users of Supportbench?
Supportbench has the following typical customers:
11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Supportbench support?
Supportbench supports the following languages:
English
Q. Does Supportbench support mobile devices?
Supportbench supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Supportbench integrate with?
Supportbench integrates with the following applications:
DevOps, Jira, LiveChat, Meta for Business, NinjaOne, RingCentral MVP, Salesforce Sales Cloud, Slack, Twitter
Q. What level of support does Supportbench offer?
Supportbench offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for Supportbench.
