Supportbench

4,9 (110)
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Système tout-en-un de cas d'assistance pour le support technique et le support client

Note globale

4,9 /5
(110)
Rapport qualité-prix
4,8/5
Fonctionnalités
4,7/5
Simplicité d'utilisation
4,8/5
Support client
4,9/5

97%
des utilisateurs recommandent cette application
Classer par

110 avis

Delano
Delano
Note globale
  • Secteur d'activité : Mode et vêtements
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé toutes les semaines pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

SupportBench – Elevating Customer Service to new heights

Publié le 05/09/2023

Maintaining a reliable and efficient customer service base is no easy task especially if you’re...

Maintaining a reliable and efficient customer service base is no easy task especially if you’re receiving requests and responses left, right, and centre but with SupportBench I am able to do this and MORE! At the end of the day, I would not want to compromise my business and with SupportBench I don’t need to as it is cost-effective and efficient.

Avantages

As a business owner, Supportbench allows me to view my sales data as well as create workflows on our customer's information. Supportbench’s exciting feature allows me to view and respond to customer’s requests and questions more efficiently than usual. Integrating chatbots using ChatGPT is an amazing feature I thought I never needed. Customizable, user-friendly, and affordable sums up my satisfaction.

Inconvénients

This is not a red cross against SupportBench but I do wish for their support to be as efficient as the SupportBench tool.

fredrick
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Transforming Customer Support with Supportbench

Publié le 24/01/2024

Since using Supportbench, our customer support has become more personalized and efficient. The...

Since using Supportbench, our customer support has become more personalized and efficient. The data-driven tools and AI features have enabled us to better understand and respond to our customers' needs, leading to increased satisfaction and loyalty. It's been a real catalyst for improving our overall customer support strategy.

Avantages

Supportbench's AI Customer Activity Summaries are a lifesaver. They quickly give us a snapshot of what's happening with our customers, streamlining our response process. It intelligently crafts replies based on past interactions, significantly boosting our efficiency.

Inconvénients

So far, I haven’t found any dislikes, but it’s still early days for us.

steven
Note globale
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client

It never leaves your customers hanging

Publié le 24/03/2018

Avantages

I love that it helped our agents assist and review customer issues quickly and also personnalize responses.

Inconvénients

Nothing to say, price is good and love the user friendliness. Our agents didn't need extensive training

Utilisateur vérifié
Note globale
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Revolutionizing Customer Support with Supportbench

Publié le 07/05/2024

Our response times improved, and customer relationships grew stronger thanks to the deep insights.

Our response times improved, and customer relationships grew stronger thanks to the deep insights.

Avantages

Love how the sentiment analysis and emotional scoring help us understand our customers better.

Inconvénients

The switch from our old system was daunting, but the results with Supportbench made it worthwhile.

Kevin
Note globale
  • Secteur d'activité : Télécommunications
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

B2B Support Mastered

Publié le 14/02/2024

Avantages

I found the integration of chatbots for automated responses impressively efficient. It was much quicker than I presumed it would be. We’ve had a marked reduction in response times to queries and concerns. I find the load on the team has lessened as well.

Inconvénients

The initial learning curve was steep, but the advanced features are now indispensable.

James
Note globale
  • Secteur d'activité : Internet
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

A Game Changer in Customer Support

Publié le 25/01/2024

Avantages

I appreciate Supportbench for its AI Customer Activity Summaries and Agent Activity Creation Helpers. These features have streamlined our customer support process, making it more efficient and personalized. All the features have streamlined our customer support process, making it more efficient and personalized. It's impressive how it generates responses.

Inconvénients

We had a remote team member with unstable internet connections, and they he had a disconnect of support. But i think the issue was on his side, not on the Supportbench side.

FAVOUR
Note globale
  • Secteur d'activité : Sports
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

"A Thoughtful Take on Ticketing with Supportbench"

Publié le 13/02/2024

Avantages

We were expecting a robust ticketing platform, but it’s so much more. The emotional scoring feature offers deep insights into customer sentiments that we didn’t expect.

Inconvénients

Initial integration required some patience and effort because we didn’t have a set system in place, but the payoff has been substantial.

John
John
Note globale
  • Secteur d'activité : Électronique grand public
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Achieving Excellence with Supportbench

Publié le 05/09/2023

With Supportbench, our support team has become more proactive and efficient, enhancing customer...

With Supportbench, our support team has become more proactive and efficient, enhancing customer satisfaction and company growth.

Avantages

Supportbench’s AI-driven customer summaries offer rapid insights, and the "create a response" feature dramatically boosts our response efficiency.

Inconvénients

The absence of an offline mode can be limiting, and we had hoped for more hands-on support during the setup.

Mehedi hasan
Mehedi hasan
Note globale
  • Secteur d'activité : Internet
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

It is a clear system and it’s been easy for us to use, whether our agents are tech savvy or...

Publié le 07/03/2023

Overall service is amazing. I highly recommend this service.

Overall service is amazing. I highly recommend this service.

Avantages

Interestingly, the actual Support team of Supportbench is top notch. We’ve never received such immediate and clear Support using a platform like this in the past. They definitely make us feel like valued clients.

Inconvénients

We’ve been making a lot of use of the Surveys, but I'd love to see more customizations. It would be helpful to have a button in the email itself.

David
Note globale
  • Secteur d'activité : Ressources humaines
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 9.0 /10

A New kind of Customer Support with Supportbench

Publié le 12/02/2024

The AI Predictive CES feature is impressive, providing our team real-time insights into customer...

The AI Predictive CES feature is impressive, providing our team real-time insights into customer effort and satisfaction. We were looking for a better Zendesk alternative and we’ve found one.

Avantages

We're now more adept at understanding and meeting our customers' needs, leading to improved relationships and hopefully loyalty.

Inconvénients

It’s hard to find anything to dislike at this point.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Équipement et fournitures de bureau
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Easy to navigate Support platform.

Publié le 02/03/2023

Needed Salesforce and Jira integrations, not just plug-ins, and Supporbench was the only system...

Needed Salesforce and Jira integrations, not just plug-ins, and Supporbench was the only system that could do that for us, with chat.

Avantages

The Supportbench pricing model helped suit our smaller company as we are growing. We’re paying a reasonable per-agent rate and it only incrementally increases as we scale. The first in first out prioritization of most systems haven’t ever suited us, the method of SLAs of Supportbench works well with our complex workflows.

Inconvénients

Their trial version was gated so we couldn’t just test it out without reaching the

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à Supportbench

It offers many support features which cover a wide variety of areas of expertise that enhance customer service delivery manageable.
Utilisateur vérifié
Note globale
  • Secteur d'activité : Vente en gros
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé toutes les semaines pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Transforming Support Operations

Publié le 20/09/2023

Our support process is more streamlined and informed. With the emotional scoring and customer...

Our support process is more streamlined and informed. With the emotional scoring and customer overviews, we're better equipped to handle customer concerns.

Avantages

Its AI-driven features, like the Customer QA AI Bot, have been a standout, answering FAQs and reducing our workload. The AI Case Summaries are a great touch, ensuring clarity on new cases.

Inconvénients

No offline mode has been a challenge. More API integration features would be appreciated.

Islam
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : Auto-entrepreneur
  • Logiciel utilisé tous les jours pendant Essai gratuit
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Supportbench grows with our growing business.

Publié le 03/03/2023

I think Supportbench is a good choice for businesses without any system in place, looking to...

I think Supportbench is a good choice for businesses without any system in place, looking to centralize all communication and tracking in one.

Avantages

we lack som technical knowledge but we all adabpted quite comfortably withSupportbench. 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.

Inconvénients

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.

Md Alomgir
Md Alomgir
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant Essai gratuit
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Supportbench - The Upgrade Your Customer Support Needs

Publié le 30/08/2023

Supportbench’s KPI scorecards are like having a bird's-eye view of our performance. And the AI,...

Supportbench’s KPI scorecards are like having a bird's-eye view of our performance. And the AI, especially the ChatGPT integration, feels like having 10 extra assistants on our team.

Avantages

The transformation in our customer support management has been astounding after switching from Freshdesk to Supportbench. And the personalized services we can offer our customers make us feel like we've cracked a secret code.

Inconvénients

The initial setup was challenging as we had to rip out Freshdesk and replace with Supportbench.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé toutes les semaines pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Supportbench is our new hero of Customer Support

Publié le 30/08/2023

Avantages

Switching from Freshdesk to Supportbench has transformed the way we manage our customers. We didn’t realise how challenged our department was until we implemented Supportbench and everything became so easy.

Inconvénients

The initial setup was a little like trying to herd cats because we have had to completely change the way we’ve been doing things.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les mois pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Supportbench is a Triumph

Publié le 30/08/2023

With Supportbench we finally have a magnifying glass on our performance. Plus, the ChatGPT...

With Supportbench we finally have a magnifying glass on our performance. Plus, the ChatGPT integration makes us feel like we've invited a smarty-pants AI to our office party!

Avantages

Ditching Freshdesk for Supportbench was like trading in my old clunker for a flying car. Suddenly, our customer support management feels less like juggling cats and more like a well-choreographed ballet.

Inconvénients

But let's not sugarcoat it. The initial setup was like putting together IKEA furniture blindfolded. And the reporting feature? Kind of like promising a grand feast and delivering a salad. We could really use some extra analytics and a full-on BI interface.

Harsha
Note globale
  • Secteur d'activité : Cabinet d'avocats
  • Taille de l'entreprise : Auto-entrepreneur
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Best customer support platform ever

Publié le 20/05/2022

We use Supportbench as both our customer service and record management software. Pretty much...

We use Supportbench as both our customer service and record management software. Pretty much everything is managed through this platform: all requests, queries, and complaints. The customer portal is well-designed, and the knowledge base articles are easy to access, so the process of dealing with clients seems more professional and systematic.

Avantages

It was easy to get set up and start using Supportbench. A lot of our staff are inexperienced users and start to finish, we were up and running in about a month. We liked that there were no limitations in the plan. We paid one price and got everything included. We don’t feel like we’re going to be constantly ‘upsold’ like our previous system.

Inconvénients

I did notice the API documentation needs to get updated as its out of date in some areas.

Abdul
Abdul
Note globale
  • Secteur d'activité : Assurance
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

True Omnichannel Support

Publié le 22/03/2023

The Omnichannel range of communication with Supportbench has been endlessly helpful. We’ve never...

The Omnichannel range of communication with Supportbench has been endlessly helpful. We’ve never had such a cohesive system with multiple touch points before; from email, to phone to chat to social. It’s allowed us to finally work in a way that suits our specific customers’ preferences.

Avantages

The flexibility of our communication channels has been invaluable in improving our customer satisfaction rates and even reducing churn rates. We’re able to make such quick decisions and resolve cases because we have everything we need on-hand in real time. It’s helping us build much stronger relationships with our customers and our hope is that we’re able to get increased upselling and even persuade some champions to refer us.

Inconvénients

Supportbench is valuable in so many ways, but it’s a pretty robust platform and it’s going to take a while to access all feature sets.

Amarachukwu
Note globale
  • Secteur d'activité : Bureau exécutif
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Best system for high volume Email management

Publié le 17/03/2023

Avantages

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.

Inconvénients

During the frequent updates, there’s additional features added that we don’t have time to go through.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les mois pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Who Knew Customer Support Could Be This Fun?

Publié le 26/08/2023

Supportbench is like a dream come true. We're in control, and there's no need to pester the IT team...

Supportbench is like a dream come true. We're in control, and there's no need to pester the IT team every five minutes. Plus, with features like intent detection and emotional scoring, it's like we've got a crystal ball for customer support!

Avantages

The comprehensive customer overviews are like our own personalized customer support GPS!

Inconvénients

Navigating some parts of Supportbench is like playing a game without the rulebook. Some extra self-help documentation would be welcome.

Leslie
Leslie
Note globale
  • Secteur d'activité : Fabrication électrique/électronique
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Supportbench is more than ticketing system

Publié le 01/03/2023

Supportbench is more than a ticketing system for us, it’s helped us in every area from Support to...

Supportbench is more than a ticketing system for us, it’s helped us in every area from Support to Success and even with Sales communication.

Avantages

I’d say the dashboard is a game changer for me. I can clearly see which cases require immediate and urgent action and which are less important. I’m finding I’m not spending time on wasteful activities. The SLA alerts help me resolve issues before any alarm bells go off. I have way fewer complaints coming in.

Inconvénients

I’ve identified a couple of bugs so far, but their team seems quite responsive.

Nkechi Eucharia
Nkechi Eucharia
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

B2B customer Review

Publié le 21/02/2023

In my experience, Supportbench has been an outstanding platform for delivering exceptional customer...

In my experience, Supportbench has been an outstanding platform for delivering exceptional customer service and support .it is user-friendly, flexible, and ideal for all our customer's issues and escalations.

Avantages

The interface and tools such as the scorecards and sentiments analysis and great workflow automation are helping us monitor all customer's activities. Retention is of high concern for us, So our customer satisfaction is the ultimate goal for our Support team and the SupportBench helps to achieve this.

Inconvénients

There have a lot of amazing features with more being added daily as it seems. One has to keep up to be able to fully utilize all that it has. With the amazing support team, this con is easily handled as they help you walk through the process or challenges.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Mode et vêtements
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

"Exceptional Service, Happy Customers":)

Publié le 21/02/2023

We’re focused on the Post-sale experience, so what we’re most concerned about is the customer...

We’re focused on the Post-sale experience, so what we’re most concerned about is the customer portal and knowledge base and Supportbench accomplishes both with precision.

Avantages

The big draw for me is the reporting analytics within Supportbench. It’s given us invaluable insights into our customers and staff. Insights we’ve never had before.

Inconvénients

We couldn’t get up a running at the click of a button. It took 2 weeks to get the team fully up to speed, but now that we’re up a running, we haven’t had much in the way of disruptions.

Nazmul
Nazmul
Note globale
  • Secteur d'activité : Internet
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Since implementing Supportbench, it’s been easy-to-use and the interface is so intuitive.

Publié le 01/03/2023

Avantages

our main form of communication is Email and Supportbench’s email is seamless. It kind of resembles Outlook, 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

Inconvénients

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.

Anne
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Best Decision I ever made

Publié le 22/02/2023

Supportbench has allowed us to more clearly see what our agents are doing and who they support. It...

Supportbench has allowed us to more clearly see what our agents are doing and who they support. It even helps us automate replies to recurring problems and workflows, minimizing our workload.

Avantages

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.

Inconvénients

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 :)