Avis clients sur Supportbench

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

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

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

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

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.

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

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.

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.

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.

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

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

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

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.

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.

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

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

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.

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

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.

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

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.

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.

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.

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

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.

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.

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.

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.

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.

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

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.

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

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.

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.

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

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.

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.

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 :)