Supportbench

Pros: Supportbench has been a fresh start to our company. This software is easy to use and it’s simple to navigate through all the feature sets. Connecting with clients has never been so easy and convenient for us. The email features are great and easy to customize. I really liked that their free trial was actually the full and complete system, so I knew what I was buying before I got it.

Cons: So far, I don’t have any bad experiences using this product, but it’s still early days for us.

Overall: Supportbench seems to be the type of software that can help really any business. I am so pleased our company purchased this software. It makes our lives and our clients more productive. I would highly recommend it.

Pros: This software has been incredible in helping us track ticket requests more accurately, with a wonderful interface, to boot. The notes have been a huge help in keeping track of the situations on each ticket, and it does this better than other software, in my opinion.

I have yet to see any real errors, which I can't say for a large amount of other ticket-management software out there. The lack of limit on queues has been amazing for keeping things organized and flowing well during heavy-traffic business hours. The interface is also amazingly clean and simple in its design, while still having all the features easily accessible.

It's amazing how well this software is designed, and I hope to see it grow. I've learned a lot about what support desk software is capable of without breaking the bank for the company. Every time I've needed help, they've always been able to fix it within a few minutes, as well. They provide truly top-notch customer support that I feel falls off a bit with the more expensive and higher-end software, such as Zendesk.

Cons: There was a bit of a hiccup as I was learning how to use it, but it ended up being on me. Their customer support came to the rescue once again and helped me sort it out in no time, so I honestly can't say I have a con at this point.

Overall: Overall, this product has really changed my experience in IT/Helpdesk support. I can't recommend it enough, and hope other companies get on board with using it, as I feel it'll help many other support technicians simplify their time at work, just as it's simplified mine.

Pros: I implemented Supportbench for my Customer Support team 15 months ago and it has been an excellent fit for us. We are a small software company so it was important to find an affordable solution that I could learn, implement, and administrate on my own.

Supportbench Support is easy to reach and quick to help when I do get stuck. I have been impressed with their ability to seek out feedback for product improvements - and they have quickly added enhancements we requested that made our experience with the system even better.

Supportbench has allowed us to get organized and make sure that no customer inquiries get missed as well as track and measure the performance of my team. The SLA feature helps us to make sure our customers don't wait too long and custom automated notifications keep me in the loop with everything important that my team is working on. Between the Dashboard and the custom views, I am able to monitor KPIs like the number of cases closed, customer satisfaction via surveys, SLAs, knowledge base contributions, and more.

We are on the brink of launching our new customer portal, which is completely powered by Supportbench. Their Support team guided me through the setup and configuration process, and I am excited and confident that our launch will be successful.

Cons: I love using the mobile version of Supportbench to keep an eye on things when I am out of the office - but the functionality is limited and I can only perform a few basic tasks. It would be nice to see this feature expanded.

Overall: I am very happy that we decided to partner with Supportbench for our case management system and it is working well for us. I have managed customer support teams for over 15 years and worked in the industry for over 25. I have used many competing systems and Supportbench is my favorite - I do not hesitate to recommend them.

Pros: What an amazing tool! I've gone through some of the other solutions like Zendesk, Freshdesk, and others, but none offers the intuitive use and design like SupportBench. It's super easy to set up, made a big difference for team performance and customer retention right out the gate (23% increased customer retention!), and unlike the others: the tool hasn't let us down since. Put together it's also much cheaper, so it's a clear win-win-win, while retaining flexibility to integrate with other tools out there. If you are looking for an easy-to-use system that performs better than any other, yet still has the depth needed to expand its use to multiple areas, look no further! Save some money while you're at it!

Cons: Honestly, I can't think of much! There was some minor dashboard confusion upfront that turned out to be a small user error that was resolved in a minute. Cause that's it, you get great service too.

Overall: Amazing, I'd highly recommend it if you want a quick turnaround and solid immediate results!

You know how it is, Zendesk can be a pain. Irritating to manage, doesn't always put customer service person (tool user) first together with customer, and a hassle to integrate with other tools that you do need to complement their system. It's also not great at a revenue/value focus. SB outclasses it on all these fronts.

Pros: There are a lot of unique capabilities that I have not seen out there that have transformed how we work. The reporting capabilities have been a game changer for us.

- We have never had a customer success department and the insight that we get on our customers right out of the box is incredibly valuable. Supportbench calculates a score with each customer giving us a heads up on those customers where we might be failing.

- Team reviews, I can just pull up an agent’s scorecard and know exactly where they are doing well and in what areas they are struggling in.

- Pulling up case, activity and survey data even with the number of cases we have is easy and I can find and report on almost anything with a few clicks.

Cons: The integrations do work pretty awesome, but I'd like to see more of them.
The knowledge base needs some help as well, but they make up for it with a stellar support team that you can get a hold of anytime.

Overall: We love the product, the more we use it, the more we find ways to make our team more efficient.

I would love them to continue doing what they're doing!

Pros: Support and customer care is off the charts; the product is versatile and able to accommodate multiple divisions; all around great ticketing product - does its job and does it well.

Cons: Lack of documentation for training and implementation.

Overall: Overall, I think that Supportbench is a solid choice for a web based ticketing system, it is flexible for various needs. Their associates bend over backward during the implementation process and when live to ensure a positive experience.

Pros: The product has many hidden gem features, but the biggest is the "case management and submission" interface is an e-mail-based approach, which allows for a more natural interface for external customer inquiries. This e-mail centric view allows you to meet the client where they are, vs forcing them to navigate to another portal and form interfaced.

Supported but a rigours e-mail routing, tagging and natural language engine on the back end, it has all the normal ITIL/ITSM case management capabilities needed to meet your regulatory needs. Supporting multiple queues, agent skills routing, SLAs etc., there is about everything that you could need to support your external clients without all the typical hold ups of some of the larger/clunkier ITSM centric case management products.

Cons: The hardest part of this product is explaining how different it is from ServiceNow, Remedy and those other ITIL framework forward products. That said, my agents adapted very quickly, and naturally to the product.

Overall: Overall, I'm very impressed with the products constantly evolving feature set, interfaces and API capabilities that are 100% based on customer input.

For a small team, they care deeply about user experience, and stay closely aligned with their client needs. I especially love the integrated Chat/Support function that means my agents can ask for support on the product themselves in realtime.