Who Uses This Software?

We focus on delivering the best customer service solution and support CRM on the market. We aim to deliver an exceptional experience to all customer service departments from small to enterprises.


Average Ratings

11 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $20.00/month/user
    See pricing details
  • Pricing Details
    We break the relationship between features + price giving you more for less
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Supportbench Services
  • www.supportbench.com
  • Founded 2015
  • Canada

About Supportbench

Supportbench helps you manage your customers in a way that makes sense to you. Supportbench is a multi-channel support platform that is as easy to use as email, as powerful as an enterprise crm, as simple to use as a ticketing system, and affordable. With data from all channels in one place, you are able to track and measure whats important to make better business decisions. Supportbench offers companies the freedom to tailor their support system to the way they want to work.


Supportbench Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning

Supportbench Reviews Recently Reviewed!


Great Product with Endless Customization

Apr 18, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Please refer to comments

Cons: Please refer to comments

Overall: We are a Prime Support Contractor for US Army in Middle East. Working in a multicultural multilingual environment has significant customer service challenges. Specifically, we have over 150 rental vehicles out in one particular fleet with no centralized repository for service requests. Support requests (service issues for the vehicles) came as a whirlwind of phone calls , emails, sms's, chats, etc.. with no central repository for tracking.

Support Bench was able to get us up and running with a customized solution within 4 hours.

Pros:

1. Excellent pricing model, unlike most software which tease you with additional functionality with every increasing pricing plans, Support Bench gives full functionality based upon a declining price model for an increasing number of users. It is exceptionally price effective at small and large scale deployments.

2. Unlimited customization that curupasses the competitions simple interface that often is supported by underdeveloped code.

3. Support Bench supports their clientele consistently and with exceptional professionalism

You are NOT dealing with a cookie cutter software package that spends more money on marketing than development with an offshore customer support team.... when you need support, you are dealing with developers and people that can advise you on the "big picture" beyond what the average business owner would even imagine they would need in the future.

4. Real time software modification and implementation of global features; as some of the requirements we had were specific to a vehicle rental business, they added functionality that they saw would be beneficial for other clients with similar business models.

Cons:

1. As expected the large amount of customization makes it a little overwhelming at first, but the interface can be very easily limited to the exact functionality required. As we have seen in the past 6 months of use, that additional functionality is extremely beneficial down the road.

2. I am not computer savy so ideas like "sandbox" and other standard terminology was not immediately understood, but after a couple days I realize the benefit of the features.

3. When critiquing the service (as in this review) , Support Bench users will tend to write such complimentary reviews that they will appear to be shills.

Recommendations to other buyers: Please refer to comments

Very easy setup and use. Can be as complex as you want or as simple as you want. Lots of options.

Jul 04, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: We just wanted something easy to throw up to help us stay on top of tickets and create easy reporting. I was up and running in about 1 hour. We have now deployed SB to the rest of our departments (Customer Service, Operations, Marketing, Sales) to allow them to keep track of things and use SB as a reporting tool.

The best thing about this software is the support . Countless times I have brought an issue or feature request and 99% of them are resolved or added within 1 day. Incredible support.

Cons: Learning how to use the ins and outs of the system takes a bit longer than most. I feel that documentation on how to do things could be a bit better. However support is very quick and easy to work with.

Vendor Response

by Supportbench Services on July 04, 2017

Thank you Jatinder for the great feedback and with great customers like you, we will keep filling in the gaps (like documentation) and continue to bring you the most adaptable and well supported solution on the market.

SUPPORTBENCH is hands-down the best Customer Service Tool out there!!

Apr 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It is very easy to use, scalable, installation is seamless, has a great mobile app, able to integrate with other software, it is a very extensive software that helps grow your business, allows us to analyze trends in our ever-changing landscape effortlessly, also makes it easy to handle customer cases and resolve them with a minimum amount of configuration and the reporting and dashboards are great too!

Cons: SupportBench meets or exceeds all our needs. As of right now we have not found any issues or have been disappointed with SupportBench as of yet.

Overall: SupportBench has allowed us to increase our Customer Service experience by associating accountability to cases and at the same time give us tools to consistently monitor our priorities. Support Bench truly has been a great addition to our environment!

Capterra loader

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

Jan 17, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

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

Capterra loader

Case management system as it should be.

Apr 14, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: No frills or thrills case management system. Not overwhelmed with full PSA features so makes it easier to implement and use. Can be easily integrated with other systems. Flexible. Excellent GUI. Available mobile app. Staff always ready to assist.

Cons: A billing system would improve the product and take it to a new level. The app needs some improvements.

Overall: Better case management and customer success and satisfaction.

Vendor Response

by Supportbench Services on April 16, 2018

Thank you Jason for the valuable feedback. We are working hard on creating both a new mobile experience and billing functionality. Stay tuned :)

Great tool for tracking current issues as well as research past ones!

Apr 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Customer Service and Support are outstanding. The product is always evolving with new features and enhancements.

Cons: Any small issues that have been discovered have been addresses quickly by the support staff. In addition they have added functionality when needed.

Overall: Tracking of issues, ability to pass on issue for escalation or follow up. In addition, the tool allows customers to see the organization and tracking of the issue and feel secure that all issues are being reviewed. Furthermore, the ability to track SLA information helps show end customers that support levels are being achieved.

good software but needed some tweaking - Staff is very responsive and helpful with fixes.

Apr 16, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: ease of use - once we understood how it worked, it was easy! The naming conventions used gave a little trouble to start with but once we got that worked out, it was better (internal notes vs phone calls for metrics)

Cons: Not as intuitive as out of the box as I would have liked, which is why it needed some tweaking. The staff has been helping us with the tweaks we needed to make it a better customer service tool for us. Search was an issue but is much better now.

Easy to create cases and assign tasks for completion.

Apr 13, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The application has a clean look, which makes it easy to navigate and use. User adoption is important and everyone using it seems to like it.

Overall: It is a very capable and easy to use case management solution with great support, which helps with ease of customization and user adoption.

Vendor Response

by Supportbench Services on April 16, 2018

Thank you Todd for the valuable feedback and we are incredibly happy to hear that we are able to help your team. If we can help or improve your experience even more, please reach out anytime.

Great software and team at SupportBench.

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The customization and ability to have updates made when requested. It is simple and not overwhelming for our team.

Cons: Haven't run into much that we do not like. I guess the least favorite thing is the technical coding in the background but their team does help with that!

Vendor Response

by Supportbench Services on April 12, 2018

Thank you Ryan for the great feedback. Customer satisfaction is our top priority and it's amazing to hear that we are doing our job :)

Good for sharing data sent to a distribution list

Apr 10, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Pros: It allows us to see what is going on with all requests sent to our support DL. We stopped relying on emails

Cons: You can miss replies to already existing cases. Notifications are not good enough. Cases get insanely duplicated

Overall: Not much, just having all support requests stored in the same place and shared between all team memebers

Vendor Response

by Supportbench Services on April 12, 2018

Thank you Maximiliano for the valuable feedback as your happiness is our top priority.

There are different ways to receive and deal with notifications and we will be reaching out to ensure that your system is optimized and your experiences are resolved.

It never leaves your customers hanging

Mar 24, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

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

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