Supportbench Reviews & Product Details

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.

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

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

We’ve been waiting for a chatbot like Supportbench’s, it’s been a standout feature for us. We’re able to get quick responses to customer inquiries and I’ve noticed it’s reduced our workload significantly.

They have a really impressive range of features, but it’s hard to keep track of all the new ones.

Since implementing Supportbench, we’ve seen a marked improvement in customer response times and overall satisfaction. It’s made a real difference.

Supportbench's AI-driven features are top-notch, especially for activity summaries and response generation.

So far, I haven't found any dislikes, but I'm still pretty new to the system

We had a backlog of support tickets and simple tickets were escalating often. but our workflows have been seamless with Supportbench and we're accomplishing tasks much more efficiently. The team has seen a lot of value in the Platform. Supportbench streamlined our response time, leading to a noticeable increase in customer satisfaction. We've had way fewer escalations since implementing Supportbench.

The autonomous infrastructure and scalability of Supportbench have been vital in the growth and development of our team.

Getting use to a new system has been challenging but seems to be worth it so far.

I've had far more enhanced customer support efficiency and scalability than I've had before. It seems that now, our support platform is aligned perfectly with our business needs.

It’s so easy to see customer health with Supportbench. At a quick glace, the dashboard gives me health scores of all customers so I know who’s at risk before alarm bells go off. I can respond long before there’s an urgent problem. My teams productivity has had a dramatic increase, our customers are showing way more satisfaction and so far our retention rates are up and churn rates are down.

There are a lot of updates to Supportbench and we need to stay on top of all the new features so we can add additional value to the team, but sometimes it’s hard to keep up.

We’ve recently moved from an older ticketing platform to Supportbench and the transition was easier than we expected. Supportbench is more comprehensive, but at a fraction of the price

The creation of AI knowledge base articles and the implementation of ChatGPT-enabled bots distinguish themselves for their efficacy in managing customer inquiries. The platform's holistic design is oriented towards optimizing the efficiency of support tasks.

Cost can pose a significant consideration, especially for businesses operating within constrained financial parameters. While the long-term benefits justify the expenditure, the initial financial outlay may present a challenge for certain organizations.

The incorporation of Supportbench has yielded notable reductions in response times and a concurrent elevation in customer satisfaction. The utilization of data analytics has proven instrumental in deriving invaluable insights, thereby facilitating the refinement of our support strategies.

Just got a major upgrade thanks to the dynamic SLAs and KCS knowledge base. Now, the AI-driven sentiment analysis gives us the lowdown on how you feel in real time. But here's the real kicker - AI Predictive CES! It's like a superhero, pinpointing if a case got solved on the first try.

So, the software is pretty darn impressive, but here's the kicker – the documentation is lacking. You know what would be awesome? A beefed-up user guide to make life easier for newbies. But hey, despite this, my overall experience was still pretty solid.

Our support team has stepped up its game! They're super quick at meeting customer needs, and you know what that means – our service quality has gone through the roof.

The AI Predictive CES feature was a standout for me. It effortlessly showcased our customers' efforts and experiences, providing invaluable insights into their journeys.

The limited multilingual support is a gap, especially when dealing with a diverse, global customer base. But, it's something that hasn’t made a significant difference.

Since implementing Supportbench, our team's ability to respond to customer needs has become more nuanced and effective. It feels like we're not just solving problems but anticipating them, leading to a noticeable improvement in customer satisfaction.

I love the AI summaries and response helpers. I wasn't expecting it to be so intuitive or easy to use. these implementations have simplifed our customer interactions significantly."

We got a very good rate at Supportbench, I just hope this great rate continues in future years.

So far, Supportbench has enhanced our customer support efficiency. Our team isn't spending a lot of time on each case anymore. our backlog of cases has reduced, as well as we have fewer escalations.

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.

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

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.

The implementation of AI knowledge base article creation streamlines processes and improves customer self-service efficiency, resulting in significant time savings. The intuitive and comprehensive ticketing system further contributes to a seamless user experience.

The cost of the AI features is relatively high; however, their indispensability is underscored by the elevated efficiency levels we have attained.

Our support team has enhanced its capabilities to promptly address customer requirements, thereby elevating the overall quality of our service.

The 360-degree customer overviews have transformed the way we interact with our users. The chat and customer portal features are slick and intuitive. And hats off to the AI-driven emotional scoring - it's given us a profound insight into the heartbeat of our customer base.

On occasion their software updates have disrupted our workflow. It’s a minor gripe, but it would be helpful if the intervals between updates were longer.

Supportbench made it simpler to address customer needs proactively. The actionable insights from the sentiment analysis have shaped our support responses, leading to better customer relationships. With the help of the AI Predictive CES, we've been able to anticipate and tackle issues before they escalate

1-Omnichannel Support: Supportbench allows users to log and manage support tickets from multiple channels, including email, phone, chat, and social media, all in one place. This makes it easier for support agents to track and manage customer inquiries from different platforms. 2-Custom Branding: Supportbench allows users to customize the branding of their helpdesk to match their company's branding. This includes adding a custom logo, changing the color scheme, and customizing the email templates. This helps to create a consistent brand experience for customers.

1-Limited Third-Party Integrations: While Supportbench offers integrations with popular tools such as Slack, Zapier, and Jira, some users have reported that the list of third-party integrations is limited compared to other helpdesk solutions. 2-Steep Learning Curve: Supportbench offers many customization options and features, making it challenging for new users to learn and navigate the platform effectively. The lack of a manual to explain the basics can also be a drawback.

We usually face a high volume of support requests is overwhelming the support team, leading to slower response times and lower customer satisfaction scores. Supportbench offers customizable workflows and automation rules that can help streamline the support process and improve response times. For example, users can create automation rules that assign cases to specific agents based on criteria such as the customer's location or case priority. This ensures that issues are handled quickly and efficiently, increasing customer satisfaction scores.

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.

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

Its ability to seamlessly integrate advanced features caught our attention right away. The transition from Hubspot was smooth, and the KCS knowledge base is a resource we've come to rely on heavily.

The mobile version needs a bit more love. While the desktop experience is unparalleled, the mobile app feels a tad restricted.

With actionable insights and an AI bot that operates like a seasoned team member, our customer support game is stronger than ever. We've noticed significant improvements in resolution times and overall client feedback.

I've found the dynamic SLAs and KCS knowledge base particularly handy in streamlining our support process. The AI-driven sentiment analysis is a game-changer, offering real-time insights into customer feelings. But the standout feature has been the AI Predictive CES, which offers a quick glance into customer's feedback on case resolutions, coupled with the AI First Contact Resolution detection. It’s amazing how accurately it identifies if a case was resolved on its first contact.

While the regular updates indicate active improvements, they can sometimes be a little annoying. Although, with time, I've seen these changes ultimately bring more value.

With Supportbench, we've seen a remarkable uptick in customer satisfaction. The customizable dashboards make data-driven decision-making more intuitive..

Migrating from Hubspot, Supportbench's dynamic SLAs and KCS knowledge base became indispensable to us. The customer portal is brilliantly designed, offering a more engaging experience for our clients. Its AI-driven features, especially sentiment analysis, give us keen insights into our customers' minds.

Our support strategy took a turn for the better. The AI Custom Knowledge Base AI Bot has effectively reduced our response time, enhancing customer experience. And having a predictive CSAT column? That's proactive support at its best. We can now engage customers in a more meaningful and timely manner.

Our support strategy took a turn for the better. The AI Custom Knowledge Base AI Bot has effectively reduced our response time, enhancing customer experience. And having a predictive CSAT column? That's proactive support at its best. We can now engage customers in a more meaningful and timely manner. I do hope they ramp up the mobile app capabilities. It’s a stark contrast to the comprehensive desktop platform. More features for on-the-go management would be excellent.

The data-driven approach of Supportbench has been a revelation. AI-driven sentiment analysis and intent detection allow for a much-needed deeper understanding of customer needs. The chat feature, combined with the AI Bot, creates smooth interactions.

The mobile app does lag behind in features when compared to the desktop version. Given how reliant we're becoming on mobile, an update would be timely.

Having used Hubspot previously, Supportbench's customizable dashboards and KPI scorecards gave us a clear edge. The insights offered helped fine-tune our strategies, resulting in an uplift in customer satisfaction scores.

The dynamic SLAs are a great feature. But it's the Customer QA AI Bot and AI Case Summaries that have genuinely transformed our daily operations.

Lack of offline access hampers work occasionally. Enhanced API capabilities would be a significant upgrade.

We’re offering quicker, more personalized service. The sentiment analysis tool has been a game-changer, helping us understand customer needs better.

Its AI-driven features, particularly the KB Article Creation from case solutions, transformed our support dynamics, making operations smoother.

The transition to its user interface took some time, but the advantages it brought overshadowed the initial hiccups.

Supportbench equipped us with actionable insights, facilitating proactive decision-making. The software's ability to scale up ensured that our growing support needs were met.