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Designed for those with high value, noisy customers that need help in making those interactions as easy as possible using AI as a tool rather than a gimmick. Exceling in the B2B & manufacturing.
Large, mid and small enterprises with high volumes of communication and high quality demands aiming to deliver a pure OMNI channel customer experience.
The interface is also amazingly clean and simple in its design, while still having all the features easily accessible. It's astounding how well this software is designed, and I hope to see it grow.
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.
It's transformed our approach to customer support. We can now offer more personalized service, leading to increased customer loyalty and a better understanding of their needs.
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.
Amazing tool - all in one but also specialized. Super easy to use, MUCH better performance.
Specifically, we have over 150 rental vehicles out in one particular fleet with no centralized repository for service requests.
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.
I use the score cards a lot but the analytics within their interface is a little strange.
The architecture of the system really suits us. The statistics tools are great and the Cention support team is super attentive and friendly.
Although there were UATs and trainings done in phases, implementation was unsuccessful due to issues / problems and ongoing developments or rectifications being done.
It has everything we need to grow and communicate with our customers. Great real-time reports and a support that goes the extra mile to help us.
The search function does not work optimal. Some searches gives 0 hits, even if we know that it should give us an answer.
In the soon 8 years that we've used the system we've never had any down time which make this a very stable and reliable software.
Whenever there’s an issue, there’s no updates / status from your team unless being asked or followed-up and there seems to be no permanent solution.
Their easy-to-use interface, fully integrated knowledge bases and to be able to know that they support every channel that we are planning to expand to makes Cention a perfect match for us.
The biggest issue is the lack of visual design ambitions, and that "mobile usage" (our customers mobile usage) isn't top of mind when developing new features.
Prioritize real-user-identified key features according to your needs to find your best fit.
Supportbench
Cention
Top FeaturesSupportbench
Cention
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