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Supportbench
4.9
(80)
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Supportbench Reviews & Product Details

Supportbench Overview
What is Supportbench?

SupportBench is a customer support and service management platform that provides businesses with tools for managing customer interactions, tickets, and service level agreements (SLAs). It offers features such as multi-channel support, reporting, and analytics to help companies deliver personalized and efficient customer service experiences.

Company Supportbench Services Inc.
Year founded 2015
Company size 11-50 employees
Headquarters Vancouver, BC, Canada
Social Media
Supportbench Categories on Findstack
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What Supportbench is best for?
How does Supportbench compare to Gorgias?
What are the pros and cons of Supportbench?
Supportbench Product Details
Capabilities
API
Segment
Small Business
Mid Market
Enterprise
Ease of use
Intermediate
Deployment Cloud / SaaS / Web-Based
Support Knowledge Base
Training Documentation, Videos
Languages English
Supportbench Features
Asset Management
Audit Logs
Automated Routing
Canned Responses
Change Management
Collaboration Tools
Custom Fields
Customer Feedback
Customizable Branding
Email Integration
Escalation Management
Incident Management
Knowledge Base
Live Chat
Macros/Automations
Mobile Access
Multi-channel Communication
Prioritization
Problem Management
Queue Management
Reporting and Analytics
Role-Based Permissions
SLA Management
Self-service Portal
Surveys and Feedback
Task Management
Third-party Integrations
Ticket Management
Time Tracking
User Management
Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: January 06, 2025
Supportbench Logo
80 Supportbench Reviews
4.9 out of 5
Small Business (50 or fewer emp.)
Jan 27, 2024
 Source
Overall Rating:
4.5
Kartik M. avatar
Kartik M.
Founder
Share
"True Case management with Supportbench"
What do you like best about Supportbench?

We’ve been able to customize the Supportbench dashboards and KPI scorecards. That’s something we were never really able to do in quite an intuitive ways. Its malleable enough that we’re able to work the way we want to work. Also we have a clear view of our performance and areas to improve.

What do you dislike about Supportbench?

We haven’t gotten through the whole system yet. I can see there are a lot more feature sets we could be using if we took the time at a department level.

What problems is Supportbench solving and how is that benefiting you?

Supportbench has not only enhanced our customer support but also played a pivotal role in team accountability and performance tracking. The customizable SLA’s have been pivotal in this respect.

Small Business (50 or fewer emp.)
Jan 21, 2024
 Source
Overall Rating:
4.5
Purnima B. avatar
Purnima B.
Customer Service Associate
Share
"Streamlining Customer Support with Precision"
What do you like best about Supportbench?

I am particularly impressed with the dynamic SLAs and the comprehensive KCS knowledge base. These tools have enabled us to offer more personalized and effective support. The AI-driven sentiment analysis and emotional scoring are also outstanding, giving us deeper insights into our customer interactions.

What do you dislike about Supportbench?

Keeping up with the regular software updates can be challenging. Although they ultimately enhance the platform, the frequency of these updates requires us to constantly adapt and learn.

What problems is Supportbench solving and how is that benefiting you?

We've seen a significant improvement in our team's ability to meet and exceed customer expectations. Our response times are quicker, and solutions are more accurately tailored to each customer's needs, thanks to the precise data and analytics offered by Supportbench.

Mid Market (51-1000 emp.)
Jan 20, 2024
 Source
Overall Rating:
4.5
Francis K. avatar
Francis K.
Meteorologist
Share
"Advanced Support Tool for Today's Needs"
What do you like best about Supportbench?

The customer portal and support surveys have drastically improved our customer interaction. Features like the NPS, CES, and CSAT bring transparency and depth into understanding our customers' needs. The AI First Contact Resolution detection is particularly impressive, helping us streamline our processes to ensure efficiency and accuracy in our responses.

What do you dislike about Supportbench?

The frequency of updates can be somewhat daunting. It's a double-edged sword; while it's great to have new features and improvements, it requires constant adaptation.

What problems is Supportbench solving and how is that benefiting you?

Our customer engagement and satisfaction rates have significantly increased. The data-driven insights provided by Supportbench have allowed us to tailor our support strategies effectively, leading to a more efficient resolution of customer issues and a better understanding of their needs.

Small Business (50 or fewer emp.)
Jun 23, 2023
 Source
Overall Rating:
4.5
DP
David P.
S Oftware Engineer
Share
"The requrement of IT staff is not needed now."
What do you like best about Supportbench?

We have moved from Freshdesk to the support bench & have noticed a significant difference in the quality of our services & relationships. The customizable dashboard has been beneficial and has allowed us to tune our marketing strategies effectively.

What do you dislike about Supportbench?

The Platform's independence from the IT team is crucial for every user. We now do not need it department at our disposal. AI tools like sentimental analysis & dynamic scoring are also invaluable, facilitating better customer engagement.

What problems is Supportbench solving and how is that benefiting you?

Support Bench helped us improve our work productivity, as support bench promotes collaboration & communication within teams as well as end users.

Small Business (50 or fewer emp.)
Jun 22, 2023
 Source
Overall Rating:
4.5
MD
May Anne D.
Admin Staff
Share
"Revolutionizing Support: Our Journey from Zendesk to Supportbench"
What do you like best about Supportbench?

The platform’s independent operation capability is a standout feature for me. With Supportbench, we dont need an IT team at our beck and call. The array of AI tools like sentiment analysis and emotional scoring add a new level of sophistication, facilitating more effective customer interactions. Switching from Zendesk to Supportbench, we've seen our customer support reach new heights. With detailed customer overviews and performance metrics at our fingertips, we've been able to provide more personalized, efficient service. It's a true game-changer.

What do you dislike about Supportbench?

While Supportbench some really great support personnel themselves, there is a lack of in-depth training material. We had to rely on their staff to help us through the entire training process.

What problems is Supportbench solving and how is that benefiting you?

It actually solved our concern about work productivity as well as it's a good app for promoting more collaboration and communication within teams, making our work more efficient and effective.

Mid Market (51-1000 emp.)
Feb 28, 2023
 Source
Overall Rating:
4.5
Mauricio E. avatar
Mauricio E.
Founder
Share
"Perfect for customer service"
What do you like best about Supportbench?

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.

What do you dislike about Supportbench?

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

What problems is Supportbench solving and how is that benefiting you?

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.

Small Business (50 or fewer emp.)
Feb 21, 2023
 Source
Overall Rating:
4.5
Muhammad  I. avatar
Muhammad I.
Professional Upwork Freelancer
Share
"A complete review after using 3 months"
What do you like best about Supportbench?

Supportbench has been a great asset to our company. We have been using it for a few months now and it has helped us streamline our customer support process. The ability to quickly and easily create tickets, assign tasks to team members, and track progress has been invaluable. 😎 Benefits : For the way we want to use the platform, Supportbench offers us a great range of features that makes the way we do customer support easier and more efficient. It has a wide variety of customization options, which makes it easy to tailor the system to our specific needs. Thankfully the Supportbench team is also very responsive and helpful.

What do you dislike about Supportbench?

Cons: Although Supportbench is affordable at our size now, I worry what it will cost us down the line as we grow. It’s such a great product, it’s going to be hard to move from here, I hope it stays reasonably priced in the future.

What problems is Supportbench solving and how is that benefiting you?

Support Solved Email issues and increases its support level by providing tips and following trends to provide us with adavnce solutions. It was very best during our startup

Mid Market (51-1000 emp.)
Feb 13, 2023
 Source
Overall Rating:
4.5
SJ
Sandeep J.
Founder
Share
"Supportbench is a perfect multichannel support software"
What do you like best about Supportbench?

Supportbench has a user-friendly interface that is intuitive and easy to navigate. It works well with multiple channels, including email, chat, phone, and social media. Supportbench allows us to customize the setup as per our requirements. It integrates with many other tools, including popular CRMs, email clients, and social media platforms. This allowed us to easily bring all our customer support channels into one centralized location. Supportbench allows us to build custom reports and dashboards which helps our team to keep track of important performance metrics. The Supportbench support team is also fast to respond to any issues.

What do you dislike about Supportbench?

Supportbench has it has a ton of features that make it worth it, but it's going to take a while to learn about ALL of the features and use cases as it's quite robust.

What problems is Supportbench solving and how is that benefiting you?

Supportbench allows us to easily bring all of our customer support channels together into one centralized location. It allows us to build custom reports and dashboards which helps our team to keep track of important performance metrics.

Mid Market (51-1000 emp.)
Feb 08, 2023
 Source
Overall Rating:
4.5
Jerlyn M. avatar
Jerlyn M.
Administrative Associate
Share
"User-Friendly App"
What do you like best about Supportbench?

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.

What do you dislike about Supportbench?

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.

What problems is Supportbench solving and how is that benefiting you?

Given that I've used most ticketing systems, this one gives me ease. It's super intuitive and efficient workflow turnaround in less time, with immediate results, and it is also API ready.

Mid Market (51-1000 emp.)
May 31, 2022
 Source
Overall Rating:
4.5
MA
Marvin A.
Customer Support
Share
"It works for you, even when you’re not working on it."
What do you like best about Supportbench?

For us, it’s the sentiment analysis that’s been most beneficial. We’re not having to send out surveys to find out how our customers are. Supportbench is picking up all that data in the background and sending the reports to us in whatever format we choose. It works for you, even when you’re not working on it.

What do you dislike about Supportbench?

When we first came on board, we thought the per agent pricing was quite high. But when we saw that you get everything out of the box at the same price, we realized the value.

What problems is Supportbench solving and how is that benefiting you?

The system matches the way we work so our workflows are a lot smoother.

Small Business (50 or fewer emp.)
May 30, 2022
 Source
Overall Rating:
4.5
Ridwan A. avatar
Ridwan A.
Virtual Assistant
Share
"An all round customer support software"
What do you like best about Supportbench?

The user interface is very easy to understand and intuitive. It's easy to navigate around and keep track of everything. Our teams are finally getting organized.

What do you dislike about Supportbench?

At the start there were a few bugs in the system, but things are running smoothly now.

What problems is Supportbench solving and how is that benefiting you?

The team helping to train and on board us at Supportbench is top notch. They are responsive, available, and knowledgeable; they make us feel more like partners, rather than clients. We're hoping to use the software for longer period of time and expand into other departments.

Enterprise (> 1000 emp.)
May 20, 2022
 Source
Overall Rating:
4.5
Reizel Ann B. avatar
Reizel Ann B.
Office Associate
Share
"Supportbench is one of the awesome software i ever use"
What do you like best about Supportbench?

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.

What do you dislike about Supportbench?

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

What problems is Supportbench solving and how is that benefiting you?

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.

Small Business (50 or fewer emp.)
Jul 13, 2023
 Source
Overall Rating:
4.0
Warren N. avatar
Warren N.
Assistant To The Financial Manager / Bookkeeper
Share
"Supportbench: The underappreciated champion of Customer Support"
What do you like best about Supportbench?

Supportbench offers a remarkable capability that empowers me to personalize my daily interactions. Whether it's handling a high volume of emails or generating weekly reports, Supportbench seamlessly streamlines email management. With its scheduled data reports functionality, our team can effortlessly handle and present precise information. Moreover, Supportbench enables our team to work flexibly from any location, at any time, thanks to its versatile notification options.

What do you dislike about Supportbench?

Through my years of experience, I've come to understand that not everyone learns and adapts at the same pace. While I'm making significant progress with Supportbench, I believe it would greatly benefit from providing more detailed explanations or developing a simplified guide to assist individuals who require additional guidance.

What problems is Supportbench solving and how is that benefiting you?

Supportbench has truly enhanced our team's productivity, efficiency, and effectiveness, enabling us to operate seamlessly like a finely tuned mechanism. Given the current socio-economic challenges, it's natural to have concerns about sustaining our operations. However, Supportbench's affordable pricing range has alleviated those worries, providing me with a sense of reassurance and eliminating any need for further concern.

Small Business (50 or fewer emp.)
May 26, 2022
 Source
Overall Rating:
4.0
Tsitsi Hazel S. avatar
Tsitsi Hazel S.
Cyber Security Consultant
Share
"Supportbench Customer Service Management Review"
What do you like best about Supportbench?

Quick and efficient workflow turnaround in less time, with immediate results. Bright visual interface showing an interactive dashboard, including real-time customer service tickets to work on and ease of customization. You can view the types of communication requests coming in - all emails, phone calls, notes, etc. are in one place and can be shared between all team members. There are user forums to engage customers, and keywords are highlighted within communication requests to allow the direction of prioritized cases to team members, as well as the creation of customized surveys. Ability to log and keep track of multiple checkpoints across different platforms, thus giving detailed reporting of KPIs.

What do you dislike about Supportbench?

Requires a bit of time to get past the initial learning curve of some of its more complex tools. It may also take some time to enable and activate some of the more powerful features, such as automation and workflows. At times you can miss cases, or miss the responses to already existing cases. Sometimes cases can be duplicated, and the notification system can get crowded.

What problems is Supportbench solving and how is that benefiting you?

Supportbench provides a better understanding of what customers need or customer behavior through analytics and data. It also increases productivity through a quick turnaround and solid results.

Small Business (50 or fewer emp.)
Nov 13, 2023
 Source
Overall Rating:
5.0
AG
Verified Reviewer
Founder
Share
"Supportbench is exceptional!"
What do you like best about Supportbench?

I am extremely happy with Supportbench; thanks to its amazing feature. It has become fairly productive for us to foster a better customer relation. AI driven efficient features are providing better services for us. We use it on daily basis and implemented it right away.

What do you dislike about Supportbench?

Nothing significant to mention as it is way easy to use and customer friendly. However, SI driven features can be improved more.

What problems is Supportbench solving and how is that benefiting you?

We are able to provide better services to our customers and that too at a short notice.

Small Business (50 or fewer emp.)
Oct 18, 2023
 Source
Overall Rating:
5.0
AG
Verified Reviewer
Founder
Share
"Grow business with Supportbench"
What do you like best about Supportbench?

With the help of easy to use Supportbench, we've centralised our support operations and can now deliver a more dependable, superior experience across all channels.

What do you dislike about Supportbench?

Although the system itself is excellent, I believe the Supportbench staff has the greatest influence. From the onboarding process to the data migration, team training, and regular use, they were actively involved at every point.

What problems is Supportbench solving and how is that benefiting you?

Customer complaints are being resolved considerably more quickly than in the past.

Small Business (50 or fewer emp.)
Jun 22, 2022
 Source
Overall Rating:
5.0
AG
Verified Reviewer
Founder
Share
"Superb solution for our growing our business"
What do you like best about Supportbench?

It’s been pretty easy to get up and running with Supportbench and when needed, they’ve given us quite a few training sessions. The Supportbench team addressed our immediate needs and also built in some customized options for us.

What do you dislike about Supportbench?

Overall Supportbench provides enough tools to support our growing business but, we would like see more video tutorials on their YouTube channel.

What problems is Supportbench solving and how is that benefiting you?

Since using Supportbench, our customers have been mentioning how easy it is to get their issues resolved. Between the reporting and tracking, it’s been an exceptional platform for my teams.

Mid Market (51-1000 emp.)
May 22, 2022
 Source
Overall Rating:
5.0
AG
Verified Reviewer
Founder
Share
"Useful tool for collaborative workflows"
What do you like best about Supportbench?

The best part about Supportbench is how the client's datas, including emails and notes, can be consolidated into separate cases for the respective team assigned. It's much more organised and also allows for better collaborative space as each case has a customisable workflow that caters to each teams' needs.

What do you dislike about Supportbench?

It takes some time to get used to as although it allows for better customisations, it makes the system complex and quite confusing to learn. However, once you've mastered it, it's a very useful and efficient tool, especially for companies with more client datas.

What problems is Supportbench solving and how is that benefiting you?

It's much more collaborative so the teamwork is essentially better. Ultimately, the workflows and the communication among each other became much smoother and more efficient.

Small Business (50 or fewer emp.)
Jan 25, 2024
 Source
Overall Rating:
4.5
AG
Verified Reviewer
Founder
Share
"Efficient and Innovative - A Game Changer in Customer Support"
What do you like best about Supportbench?

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. It's impressive how it generates responses based on past interactions, saving us time and enhancing customer engagement.

What do you dislike about Supportbench?

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.

What problems is Supportbench solving and how is that benefiting you?

Supportbench has been a pivotal tool in optimizing our customer support operations. The data-driven insights and AI features have allowed us to better understand and respond to our customers' needs. This has not only improved our customer satisfaction rates but also increased our team's productivity.

Small Business (50 or fewer emp.)
May 30, 2022
 Source
Overall Rating:
4.5
AG
Verified Reviewer
Founder
Share
"Product has been very helpful"
What do you like best about Supportbench?

We’re able to resolve customer issues so much faster than before and we have such clear insight into our clients now that we were able to retain one that had one foot out the door. In our old system we never had these insights. That was a very valuable client and would have been detrimental to our business had we lost them.

What do you dislike about Supportbench?

So I’ve found the knowledge base and perhaps documentation needs some updating.

What problems is Supportbench solving and how is that benefiting you?

Found it helped me resolve customer issues quickly and helped with client retention. Had great support for when issues arose. Price per agent was very competitive. Offered scaling for smaller start ups like myself.

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