All-in-one technical & customer support ticketing system
4.5/5 (13 reviews)Supportbench is an all-in-one customer support ticketing system and CRM for customer service departments of all sizes. The platform handles multi-channel case management, response and resolution SLA handling, task management, escalation / de-escalation workflows, calendaring, and more.
Supportbench enables users to funnel and view all incoming support requests whether via phone, email, web, or Twitter accounts, into a single, centralized location. Users can create custom views with specific properties for incoming data, as well as personalized workflows. The integrated view enables users to review other agent workloads, forum posts, articles, incoming cases, and more. Defined escalations send specific cases to the right person, whether by case property, contact, agent, and more.
All events within an agent’s history are logged and categorized, providing users with total system visibility. Supportbench enables users to create multi-regional SLAs (service level agreements) for specific companies, contracts, assets, or priorities that can be defined by any metric. SLAs can be handled across multiple time zones, owners, and teams, and include features such as workflow-triggered pre & post violation and policy variation.
Users can associate knowledge base articles to cases by linking them during a search, or when sending to customers. The solution allows agents to carry unique authoring rights which allow some authors to create articles, while some can only review or publish to the community. Calendaring and task management features help organizations manage agents and their work items, as well as assign events. Additional features for Supportbench include customer surveys, analytics, reporting and statistics, liquid templates, event-triggered workflows, notifications, and more.
Pros
Please refer to comments
Cons
Please refer to comments
Pros
We just wanted something easy to throw up to help us stay on top of tickets and create easy reporting. I was up and running in about 1 hour. We have now deployed SB to the rest of our departments (Customer Service, Operations, Marketing, Sales) to allow them to keep track of things and use SB as a reporting tool.
The best thing about this software is the support . Countless times I have brought an issue or feature request and 99% of them are resolved or added within 1 day. Incredible support.
Cons
Learning how to use the ins and outs of the system takes a bit longer than most. I feel that documentation on how to do things could be a bit better. However support is very quick and easy to work with.
Thank you Jatinder for the great feedback and with great customers like you, we will keep filling in the gaps (like documentation) and continue to bring you the most adaptable and well supported solution on the market.
It took me several false starts and a lot of research before I found Support Bench. I wish I'd found them first, it would have saved me a chunk of time and money. It has addressed all our current help desk requirements and looks like it's capable of growing with us as we take on more staff and improve our process.
It's clear that they are constantly developing and refining the product.
Pros
I spent way longer than I wanted to, or expected to, trying to find a good system.
The team behind this software is extremely responsive. I had a few questions and a couple of issues when first getting started and they responded extremely quickly and helped me get back on track. They are also willing to consider suggestions and feature requests and have already actioned a couple of small requests I made.
The SLA warnings are very useful and it's easy to spot when items are starting to slip.
Setting up responses and templates is very straightforward.
Extremely competitive price means that any size company will be able to run this desk.
Super-friendly team. It's clear the guys get on great and are very enjoyable to work with.
Cons
I'd like to be able to customize the views a little more - for example I'd like to be able to resize the column widths which is not currently possible, but I have heard it's something they are working on.
Workflows work perfectly but are not as simple to set up as some systems I tried out.
SupportBench has allowed us to increase our Customer Service experience by associating accountability to cases and at the same time give us tools to consistently monitor our priorities. Support Bench truly has been a great addition to our environment!
Pros
It is very easy to use, scalable, installation is seamless, has a great mobile app, able to integrate with other software, it is a very extensive software that helps grow your business, allows us to analyze trends in our ever-changing landscape effortlessly, also makes it easy to handle customer cases and resolve them with a minimum amount of configuration and the reporting and dashboards are great too!
Cons
SupportBench meets or exceeds all our needs. As of right now we have not found any issues or have been disappointed with SupportBench as of yet.
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.
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 $20 per agent for the first 14 agents, with a maximum cost per agent of $125 per month.
All features are included.
Below are some frequently asked questions for Supportbench.
Supportbench offers the following pricing plans:
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 $20 per agent for the first 14 agents, with a maximum cost per agent of $125 per month.
All features are included.
Supportbench offers the following features:
Supportbench has the following typical customers:
Large Enterprises, Mid Size Business, Small Business
Supportbench supports the following languages:
English
Supportbench has the following pricing plans:
Subscription
We do not have any information about what devices Supportbench supports
Supportbench integrates with the following applications:
JIRA Software, Slack, Twitter
Supportbench offers the following support options:
Forum, Knowledge Base, Online Support
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.