The ticket management system of Supportbench has helped us prioritize our clients much more elegantly. We were always wasting a lot of time with customers who didn’t add a lot of value and we don’t have to do that anymore. It’s all automated in the background and it deflects low value customers who are time vampires. Just having Supportbench has reduced costs in our department. Review collected by and hosted on G2.com.

We all needed time to learn the system because there are a lot of features and customizations. Review collected by and hosted on G2.com.

It gives you clear and accurate ticketing tracking and quick and efficient workflow turnaround in less time, giving you room to be more productive in a day.

It's analytic tool is one of the most accessible tools I've used. Also, this is affordable, user-friendly, and provides a better understanding of products and services that users need through analytics and data; plus, it has a bright visual interface and it is API ready.

supportbench has a very interactive dashboard, including real-time customer service tickets to work on and ease of customization. Review collected by and hosted on G2.com.

I don't think this is a con. Still, I hope their notification features can be more easily noticeable, and some notifications are duplicated, so I can't say this is a con. Review collected by and hosted on G2.com.

Thus far, our experience with Supportbench has been fantastic. It’s been the perfect system for managing our high volume of incoming cases rapidly and efficiently.

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 setup and training. Review collected by and hosted on G2.com.

There are some reporting features we’re waiting for. However, Supportbench’s documentation and internal support have been excellent with workarounds. Review collected by and hosted on G2.com.

The transition from our previous system to SupportBench has been way less painful than we expected. Their data migration process is quite seamless and there wasn’t much in the way of lag time or real delays getting up and running.

Their email management is key for us as most, if not all of our communication is through email and you can comfortably live in the Supportbench email as it almost exactly mimics Outlook. Also, all of our communication has much better visibility than before and we can look at cases in great detail. Review collected by and hosted on G2.com.

During the frequent updates, there’s additional features added that we don’t have time to go through Review collected by and hosted on G2.com.

While using Supportbench, we’ve been able to resolve many more customer issues than before. I can customize my communication as well as gain deeper insights than previously. The ease of use and reporting has allowed me to make quicker resolutions and prevent escalations. Review collected by and hosted on G2.com.

The customizability has been a huge plus for us, but we have to invest a lot of time to properly configure things the way we want to work. It’s worth it in the end though. Review collected by and hosted on G2.com.

The tools Supportbench integrates with have helped us tremendously. We’ve always had multiple tools sets working completely separately, and having one that works in unison that is fully integrated has given us oversight we’ve never had before. Review collected by and hosted on G2.com.

The learning curve might be too steep for some people. Supportbench is new and unlike the platforms from the past. The newness of it takes time to get use to Review collected by and hosted on G2.com.

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.