Supportbench Reviews & Product Details

With Supportbench, we’ve centralized support operations and are now providing a more consistent and high-quality experience across all channels. Before we were limited in our communication, but now our customers have a more accessible and integrated experience. Review collected by and hosted on G2.com.

We had some difficulty customizing our customer portal as we don’t have anyone on our team who knows how to handle it. Review collected by and hosted on G2.com.

we lack some technical knowledge but we all adapted quite comfortably with

Supportbench. It was a much smoother transition than I expected. We didn't have anything in place, and now we have this great system helping us track everything. We use email as our main form of communication but it's great that it's omnichannel in case this changes for us. Review collected by and hosted on G2.com.

The per-agent pricing is quite reasonable for us at this moment as we paid for 2 years upfront. Hoping this rate remains consistent throughout. Review collected by and hosted on G2.com.

A big draw for us is the customizability. It was so easy to personalize Supportbench and make it feel and act like it was made just for us. We aren’t dealing with a bunch of plug ins or ad ons, everything is quite fluid and all inclusive with Supportbench. More than anything it’s been endlessly flexible. Review collected by and hosted on G2.com.

Would be helpful to see some more customization on the Surveys. Review collected by and hosted on G2.com.

Using Supportbench, we’ve been able to funnel all if our incoming tickets, whether via phone, email, web, Facebook or chat, into a single centralized location. Review collected by and hosted on G2.com.

I use the score cards a lot but the analytics within their interface is a little strange. Review collected by and hosted on G2.com.

We have communication coming in from multiple channels and Supportbench can handle all of it. Because everything is integrated in one platform, all of our customer inquiries are handled so much more efficiently. Review collected by and hosted on G2.com.

Although there are no plug-ins and everything fully integrates, I’d like to see more integrations in the system. Hoping it’s coming in the future. Review collected by and hosted on G2.com.

SupportBench makes it easy for us to manage our Support queues. The dashboard is customized to our needs and is super clean. We get a clear view of customers, team members and potential issues. We even get notified of potential escalations before they happen so we can prevent them. Review collected by and hosted on G2.com.

I feel as though the mobile app needs to get updated or revamped. It works for the most part, but it feels clunky. Review collected by and hosted on G2.com.

Our main form of communication is Email, and Supportbench’s email is seamless. It kind of resembles Outlook and has all the same elements. I don’t have to jump out of ticketing to email and come back again or use an email link. I can stay within Supportbench. Review collected by and hosted on G2.com.

We’d like to use Supportbench in HR and Sales. There are a lot of features that could work in both departments, but it’s not quite perfect. Review collected by and hosted on G2.com.

I like the smooth interface of Support Bench and the high visibility it provides for expanding companies. Need a software to streamline all communications and manage them from a single platform that had high visibility, support bench is the only one that can provide such. It integrating well with our other tools and its helping to solve tickets as quickly as possinte as we expone. I have been a user of different help desk software for quite some time and haven't come across a system that has all the functionality of Supportbench. Review collected by and hosted on G2.com.

The mobile apps.

Through they are super handy, but it's pretty minimal in what they can do and can be improved, and features can be added. However, suggestions have been made in the community at Support Bench about it, and the reply mentioned that improvements are in the works. Other than that, everything else is spectacular. Review collected by and hosted on G2.com.

The features of Supportbench are straightforward and easy enough to understand while you’re learning to use the system. When we did have issues onboarding our team, their customer support reps were super friendly and explained things in a way that was jargon-free and easy to understand for someone like me. Even though some of our questions were a bit silly, their reps did not make us feel like they were, and instead explained everything and helped us create a process that’s right for us. Review collected by and hosted on G2.com.

Supportbench has a lot of feature sets that we’re not able to use at this point as our workflows aren’t that complex. With that said, I’m looking forward to use them as our team gets bigger. Review collected by and hosted on G2.com.

Quick and efficient workflow turnaround in less time, with immediate results.

Bright visual interface showing an interactive dashboard, including real-time customer service tickets to work on and ease of customization.

You can view the types of communication requests coming in - all emails, phone calls, notes, etc. are in one place and can be shared between all team members.

There are user forums to engage customers, and keywords are highlighted within communication requests to allow the direction of prioritized cases to team members, as well as the creation of customized surveys.

Ability to log and keep track of multiple checkpoints across different platforms, thus giving detailed reporting of KPIs. Review collected by and hosted on G2.com.

Requires a bit of time to get past the initial learning curve of some of its more complex tools. It may also take some time to enable and activate some of the more powerful features, such as automation and workflows.

At times you can miss cases, or miss the responses to already existing cases. Sometimes cases can be duplicated, and the notification system can get crowded. Review collected by and hosted on G2.com.