Supportbench Reviews & Product Details

Our customer support management is finally up to speed after jumping from Freshdesk to Supportbench. Review collected by and hosted on G2.com.

Some extra analytics wouldn't hurt and work. Review collected by and hosted on G2.com.

We use Supportbench to store a large volume of customer information and lengthy history so that we can all access this in one place. We can easily track our KPI's and make improvements to our processes and team immediately without waiting for an issue to crop up. Review collected by and hosted on G2.com.

On a few occasions, the dashboard has frozen but simply requires a refresh to get everything back up and running. Review collected by and hosted on G2.com.

The Supportbench reporting is pretty sophisticated and detailed with multiple formats. I love the visual appearance of the platform and how there’s no lag time between clicking screens. It’s faster than the system we had before. And luckily for us, it’s easy to use, even for non tech-savvy agents. Review collected by and hosted on G2.com.

Supportbench has a tone of features, and we have yet to get through half of them. Review collected by and hosted on G2.com.

Pros:

For me, the oversight of my team has been a huge plus. Of course, I have insight into customers, but now I have a clear understanding of how both Support and project management teams are progressing through their work/issues. Review collected by and hosted on G2.com.

Cons:

On occasion, it’s taken some time to activate some of the newer feature sets. Review collected by and hosted on G2.com.

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.