Opiniones de Supportbench

Supportbench

Sistema de tickets de asistencia al cliente y técnica todo en uno

Calificación general

4,9 /5
(87)
Relación calidad-precio
4,9/5
Funcionalidades
4,7/5
Facilidad de uso
4,7/5
Asistencia al cliente
4,9/5

97%
de los usuarios recomienda esta aplicación
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87 opiniones

Kevin
Calificación general
  • Sector: Servicios financieros
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Transitioned from Salesforce Service Cloud, and are never looking back!

Revisado el 17/1/2018

Better workflow in less time, with quicker results. Simply an amazing product, and am excited to...

Better workflow in less time, with quicker results. Simply an amazing product, and am excited to see what features are coming down the pipeline.

Puntos a favor

Supportbench was made for and by someone who knows how to support customers, and isn't just a product bolted on top of a sales platform. The workflows presented for support agents is very intuitive, and the ability to log multiple touch points from different platforms is incredible.

It has an incredibly bright, visual interface which informs an agent's workflow, not just showing them a backlog of cases or tickets to work on.

Desventajas

Supportbench has an abundance of features, with more being added seemingly daily. While you can easily get setup quickly, it can take some time to activate some of the more powerful features, such as workflows/automation; however, with Supportbench's amazing support team, these cons are easily overcome.

Warren
Calificación general
  • Sector: Marketing y publicidad
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Supportbench : The unsung hero of Customer Support

Revisado el 13/7/2023

Supportbench has allowed for our team to work as productively, efficiently and effectively as...

Supportbench has allowed for our team to work as productively, efficiently and effectively as possible like a well oiled machine. With today’s socio-economic problems, one is always concerned about staying afloat, however with Supportbench affordable price range, I need not worry anymore.

Puntos a favor

The standout feature of Supportbench is that it allows me to customise my day to day experience. From the influx of emails to weekly reporting, Supportbench has allowed email management to feel like a breeze. Our team is able to work with and present accurate information with the scheduled data reports feature. Supportbench allows our team to work wherever, whenever as there’s more than just one way to receive notifications.

Desventajas

Over the years I have realised that not all of us can learn and adapt easily as the next person so even though I am becoming a pro with Supportbench, I do think it may need to become a bit more hands with their explanations or even come up with a simpler how to guide

steven
Calificación general
  • Software usado Semanalmente durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente

It never leaves your customers hanging

Revisado el 24/3/2018

Puntos a favor

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

Desventajas

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

Usuario verificado
Calificación general
  • Sector: Comercio minorista
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

The ultimate customer support experience.

Revisado el 1/3/2023

Puntos a favor

Supportbench has helped us increase efficiencies in all areas of customer service, but also their own Support team helped us fix a lot of the ways we had mismanaged our Support and Success department. I feel they went above and beyond with their assistance.

Desventajas

We had some challenges at the start as we had a lot of different information in completely different places. Supportbench took some time but helped us bring almost everything into one place.

Albert
Calificación general
  • Sector: Banca
  • Tamaño de la empresa: 10.000+ empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Supportbench

Revisado el 21/2/2023

General Impression:Supportbench allowed me to keep good control of our case management and has...

General Impression:Supportbench allowed me to keep good control of our case management and has allowed me to improve response times and quality of service

Puntos a favor

ProsIt’s been quite easy for us to use on the internal support end, but also on the customer end with regard to the knowledge base and customer portal. We’re able to effortlessly keep track of everything because there seems to be some seriously intuitive AI automation going on in the background.

Desventajas

ConsWe’re paying for agents that aren’t all using the platform. We definitely need to reduce some agent privileges.

Shohag
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Can’t live without Supportbench.

Revisado el 18/3/2023

The team at Supportbench was integral to taking our department to the next level. Even after...

The team at Supportbench was integral to taking our department to the next level. Even after onboarding and training of the platform, they stayed in contact with us to ensure our workflows were optimal and we were using Supportbench to the full extent to maximize Customer Success.

Puntos a favor

The internal team at Supportbench helped us at every step, before data migration, to organize our department better and after training to ensure every team member was making the most of the platform. Supportbench is such an intuitive system and I’ve been able to customize it to speed up my workflows and efficiency. It’s made a world of difference for our team, department and the departments we interact on a daily basis with. Can’t live without it!

Desventajas

The team at Supportbench is exceptional. I wonder if they’d be doing so well without such a stellar internal support team.

Nedys
Calificación general
  • Sector: Internet
  • Tamaño de la empresa: Trabajador autónomo
  • Software usado A diario durante Prueba gratis
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Streamlining Operations with Supportbench

Revisado el 14/3/2023

Since everything is integrated into one place with Supportbench, we have the added advantage of...

Since everything is integrated into one place with Supportbench, we have the added advantage of being able to customize the way we manage tasks, whether they are independent or in teams, which gives complete visibility to everyone, thus increasing satisfaction for each client.

Puntos a favor

A big plus for us is Supportbench’s ticket management. The platform makes it easy to assign tickets to the right team members and track their progress. This has helped us ensure that no tickets fall through the cracks and that our customers receive timely support, no matter how complex the issue is. Additionally, the platform integrates with all of our existing tools, such as Salesforce and Slack, making it easy to manage all of our support operations from one place.

Desventajas

It would be great to have the ability to create custom plugins, but they only have an API right now.

Abdul
Calificación general
  • Sector: Seguros
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

True Omnichannel Support

Revisado el 22/3/2023

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.

Puntos a favor

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.

Desventajas

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.

Robiul
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Killer Customer Management Solution

Revisado el 19/3/2023

Supportbench is refreshingly user friendly. It’s been a great advantage of our growing company...

Supportbench is refreshingly user friendly. It’s been a great advantage of our growing company because we’re handing more customer issues than ever before and we have far fewer complaints because we’re resolving tickets so efficiently.

Puntos a favor

With Supportbench’s Omnichannel tool set, we’re now able to provide exceptional customer service across every customer touchpoint. Handling emails, social accounts and chat are peaceful because it’s finally all professionally configured. The calendar feature makes it so easy to organize internal teams and respective tasks as well at external appointments. Also, having no queue limits or restriction on service levels has helped us designate work more effectively than ever before.

Desventajas

Still finding that the mobile app needs some extra work, it’s ok, but could be better.

Mauricio
Calificación general
  • Sector: Consultoría de gestión
  • Tamaño de la empresa: 501-1.000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

A Great Customer Support Solution!

Revisado el 28/2/2023

Supportbench is working well for us atm because it’s all-encompassing. Everything we need is in one...

Supportbench is working well for us atm because it’s all-encompassing. Everything we need is in one platform so we don’t have the mess of a bunch of different tools.

Puntos a favor

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.

Desventajas

I use the score cards a lot but the analytics within their interface is a little strange.

Amarachukwu
Calificación general
  • Sector: Oficina ejecutiva
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Best system for high volume Email management

Revisado el 17/3/2023

Puntos a favor

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.

Desventajas

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

Julie
Calificación general
  • Sector: Ropa y moda
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Title: Streamlined NPS with Supportbench

Revisado el 15/3/2023

Puntos a favor

Overall:I've been using Supportbench for a while now, and it has been a significant asset to our customer support operations. One of the standouts for us is the NPS management tools; it’s helping us improve our scores and gather valuable feedback from our customers.Pros:The customizable surveys have been a game-changer; allowing us to ask specific questions that help us identify areas for improvement in our products and services. We've been able to track our NPS scores over time, which has helped us set goals and monitor our progress.

Desventajas

Cons:Some of the more advanced features require additional training and onboarding, which has been somewhat time-consuming for us.

Usuario verificado
Calificación general
  • Sector: Ropa y moda
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

"Exceptional Service, Happy Customers":)

Revisado el 21/2/2023

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.

Puntos a favor

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.

Desventajas

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.

Joao Carlos
Calificación general
  • Sector: Telecomunicaciones
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Perfect Solution

Revisado el 19/5/2022

Supportbench is working well for us as a full-scale Customer management platform. Overall, the...

Supportbench is working well for us as a full-scale Customer management platform. Overall, the experience we’ve had has been quite positive. It’s been an easy tool to deploy and has even saved us a couple clients because of their health scoring giving us a heads up that something might be wrong. Our team was particularly drawn to Supportbench in part because of their high security on Azure Cloud and allowing us to export audit logs to Azure Sentinel.

Puntos a favor

I appreciated the user-friendly interface and personalization features and of course the support from the Supportbench technical team. The price plan is much lower than we’re use to with everything included, so that’s great.

Desventajas

The user interface takes a bit of getting used to as they so things pretty different from any other ticketing systems I’ve used in the past. Could use some tweaking here and there.

Usuario verificado
Calificación general
  • Sector: Resolución de conflictos alternativa
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Supportbench has been invaluable to our company.

Revisado el 22/2/2023

Supportbench has been invaluable to our company. I would recommend it to other small to medium...

Supportbench has been invaluable to our company. I would recommend it to other small to medium businesses looking for a simple, yet effective and malleable customer support solution.

Puntos a favor

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.

Desventajas

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.

Robert
Calificación general
  • Sector: Construcción
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Very helpful tool for my support role in our company.

Revisado el 2/4/2019

We have been using Supportbench for the last 4 months. I have been able to download an extensive...

We have been using Supportbench for the last 4 months. I have been able to download an extensive amount of data into the data base to help me support our customers and employees. Cases are easy to build and follow throughout the entire process. The best part of Supportbench is the help I have received from representative at Supportbench. If I have an issue with the software or there is a feature that we could use to make my job easier, he has been extremely proactive to get it taken care of or give me the answers I need to move forward. I highly recommend Supportbench if you need to track any cases for support within your company.

Puntos a favor

Please see overall experience below for pros.

Desventajas

Please see overall experience below for cons.

Yeamin
Calificación general
  • Sector: Marketing y publicidad
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Integrations beat plug-ins!

Revisado el 23/3/2023

Supportbench is working seamlessly with the tools we have now. We’re so accustomed to plug ins but...

Supportbench is working seamlessly with the tools we have now. We’re so accustomed to plug ins but this platform fully integrates with our current tools so we’re able to stay in the system without toggling between different tool sets. It’s definitely making for a much more efficient workflow from a case management standpoint.

Puntos a favor

Because of the integrations instead of plug ins, I find Supportbench more effective than and other tools we’ve used. It’s made the system more versatile because we can now customize the system to tailor to both our support and customer needs.

Desventajas

There are some integrations we’re still waiting on and have been assured that we’ll have them within the next 3 months.

Shahadat
Calificación general
  • Sector: Empleo y contratación
  • Tamaño de la empresa: 10.000+ empleados
  • Software usado Semanalmente durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Powerful Yet User-Friendly - A Leap Forward from Zendesk

Revisado el 21/6/2023

From my perspective, Supportbench truly shines in terms of accessibility and configurability. The...

From my perspective, Supportbench truly shines in terms of accessibility and configurability. The fact that it doesn't necessitate an IT team to manage the system is a game-changer. The autonomous operation potential it offers allows us to focus more on our customers and less on the technicalities.

Puntos a favor

The shift from Zendesk to Supportbench has been a significant upgrade for us. The functionality has streamlined our support process, helping us enhance the quality of our service and build stronger relationships. The customizable dashboards have particularly allowed us to optimize our strategies, while the customer health scoring and 360-degree customer overview have ensured a tailored approach to each customer interaction.

Desventajas

The software, as much as it is impressive, does lack in one area - the documentation. I believe a more extensive user guide would make the experience smoother for newcomers. This didn't deter my overall experience but certainly left some room for improvement

Marie Joy
Calificación general
  • Sector: Productos cosméticos
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

An all-encompassing and potent customer relationship tool

Revisado el 20/2/2023

Based on the features I’ve been able to use so far, Supportbench seems to be an all-encompassing...

Based on the features I’ve been able to use so far, Supportbench seems to be an all-encompassing and potent customer relationship tool. It’s been helping to streamline and enhance our case management team and our support operations in general.

Puntos a favor

Although it’s been early days for us, I can already see that Supportbench’s seamless communication channels and the volume of cases it handles are going to help to build our customer loyalty. We’re responding to complex cases far more quickly than before. We’re finally able to give our customers the support they need.

Desventajas

The setup and initial agent training took some effort. It was challenging for us to get use to a different platform, one that integrates with everything. But things are running smoothly now.

Reizel Ann
Calificación general
  • Sector: Hospital y atención sanitaria
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Supportbench is really an awesome software

Revisado el 20/5/2022

Overall: The system itself it great, but I think the Supportbench team makes the real impact. They...

Overall: The system itself it great, but I think the Supportbench team makes the real impact. They were actively present at every stage from the onboarding to the data migration, team training and daily use.

Puntos a favor

Supportbench has a lot of features that I’ve used in other platforms, but it’s as though they’ve honed them a bit and made them suit front line engineers. One thing that’s different is the communication with customers. Everything seems to be quicker and easier, from their email, to their knowledge base, it’s all a lot cleaner.

Desventajas

I have not yet encountered any major problems, but I'd love some more of the web app functionality within the mobile app.

Kim
Calificación general
  • Sector: Bienes de consumo
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Most comprehensive ticketing system

Revisado el 9/4/2021

Exceptional software. Exceptional support. All around a very awesome experience.

Exceptional software. Exceptional support. All around a very awesome experience.

Puntos a favor

Having used most ticketing systems out there, this one by far takes top prize. It's super easy and intuitive so you can flow through your cases and day. Good software helps create a high productivity rate and happy customers. We have both now that we have Supportbench.

Desventajas

It's not all been smooth sailing. I struggled to get my queue sorted the way I wanted and we had some issues with a few other things. The main point is they were resolved in a timely manner. There was good communication as we worked through these issues and Supportbench went all out to help us be successful.

Usuario verificado
Calificación general
  • Sector: Comercio mayorista
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado Semanalmente durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Transforming Support Operations

Revisado el 20/9/2023

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.

Puntos a favor

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.

Desventajas

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

Rosiane
Calificación general
  • Sector: Papel y productos forestales
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Supportbench usage analytics

Revisado el 18/5/2022

Supportbench is working quite well for us because it has multiple means of communication for our...

Supportbench is working quite well for us because it has multiple means of communication for our customers to use. They’re able to answer a lot of issues on their own but they can easily get to us for answers if they need.

Puntos a favor

My favorite part of Supportbench is how fully integrated it is with different systems. It gives me a seamless working environment where I don’t have to deal with the mess of multiple tools.

Desventajas

There was a bit of a learning curve for me to get use to Supportbench. I was so used to having multiple plug-ins that one system took some getting use to.

Marcilyn
Calificación general
  • Sector: Propiedad inmobiliaria
  • Tamaño de la empresa: 2-10 empleados
  • Software usado Semanalmente durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Improved customer experience

Revisado el 1/3/2023

Due to Supportbench’s robust feature set and workflow management, we’ve greatly improved the...

Due to Supportbench’s robust feature set and workflow management, we’ve greatly improved the customer experience of our clients.

Puntos a favor

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.

Desventajas

We had some difficulty customizing our customer portal as we don’t have anyone on our team who knows how to handle it.

Usuario verificado
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 2-10 empleados
  • Software usado Mensualmente durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Supportbench is a Triumph

Revisado el 30/8/2023

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!

Puntos a favor

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.

Desventajas

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.