Supportbench

Pros: The customer 360 dashboards and predictive CSAT scoring gave us insights we never got before. Our [sensitive content hidden] of Customer Success finally feels confident presenting numbers to leadership.

Cons: The advanced filters in the reporting UI were hard to find at first. Could be a little more obvious.

Pros: The multi-brand support and fully white-labeled portals helped us cleanly separate our support workflows by brand. The Outlook-style email editor made the transition painless for the team. Easy to onboard, and customers noticed the difference.

Cons: Some of the alert settings could be more granular. During high-volume days, our agents become overwhelmed with notifications.

Pros: We got great customer support from the SupportBench team. They helped us configure the solution and got us going. We liked that we could post our user guides/articles in addition to just maintaining a ticketing system. We get email notifications and Slack notifications when tickets come in - this is a big help.

Cons: This is the first ticketing system I have managed, but I thought the user experience could have been better. I haven't tried anything else yet, but it didn't jump out at me. I wish it could have been a little more intuitive, but the core functionality was there.

Pros: The platforms SLA management tools allows us to setup specific targets for response and resolution times and we can easily track our progress against these targets. This has helped us to consistently meet our SLA's and provide high quality to our customers.

Cons: For the interface, I would try to localize it for some of my teams, but I haven't figured out how to achieve it.

Pros: I tried Supportbench recently and it's great! It helps us manage customer questions fast. We can talk to customers on different apps all in one place. They can also find answers themselves. Plus, we get helpful reports and can change things to fit our needs.

Cons: One aspect I found challenging was the learning curve when first getting started with Supportbench. While the platform is intuitive overall, it took me some time to fully grasp all its features and functionalities.

Pros: The chatbots and advanced customer administration allow our team to operate more independently.

Cons: The apprehension about system change was real, but the gains in customer support quality have been undeniable.

Pros: The AI-driven summaries and knowledge base article creations are incredibly helpful. They save time and bring a new level of efficiency to our customer support.

Cons: Concerns about staff adaptation and integration complexities were high but were quickly resolved.

Pros: The customer health scoring and AI-driven insights are standout features. They provide a deep understanding of our customer’s needs, enabling us to offer more effective support.

Cons: As of now, I really like all of it. We will continue to explore it.

Pros: Love how the sentiment analysis and emotional scoring help us understand our customers better.

Cons: The switch from our old system was daunting, but the results with Supportbench made it worthwhile.

Pros: The customizable dashboards are fantastic. They provide exactly what we need to see, when we need to see it.

Cons: Replacing our old, familiar system was stressful, but Supportbench’s support team was there every step of the way.

Pros: The seamless migration and the ease of use stood out, making the switch smoother than anticipated and boosting our team’s morale.

Cons: Transitioning systems was intimidating at first, fearing potential disruptions.

Pros: The AI-driven sentiment analysis is a true standout, giving us deeper insights into customer emotions. Also, the ease of customizing dashboards has streamlined our workflow significantly.

Cons: The initial transition from our old system was a bit overwhelming. The thought of integrating a new tool into our established processes was intimidating, but it worked out well.

Pros: Supportbench has been a win for us, budget-conscious wise.

Cons: Supportbench is a pretty robust platform, we have a lot of the system yet to discover.

Pros: I found the integration of chatbots for automated responses impressively efficient. It was much quicker than I presumed it would be. We’ve had a marked reduction in response times to queries and concerns. I find the load on the team has lessened as well.

Cons: The initial learning curve was steep, but the advanced features are now indispensable.

Pros: The health scoring is definitely a standout. Gave me insights i didn't have before, certainly not in a ticketing tool.

Cons: Going from many tools to one was an adjustment, but it is not having all systems communicating.

Pros: The AI-driven summaries and knowledge base articles are the best we’ve used. They save time and enhance our support quality. Plus, the emotional scoring really helps us understand our customers better.

Cons: Initially, I was apprehensive about the transition from our old system, but thankfully, all went well.

Pros: The AI Predictive CES really stands out for our team because it seems to be able to accurately predict customer satisfaction and sentiment. The results have been making our responses more impactful and personalized.

Cons: We’ve asked when it will have more multilanguage support and are still waiting.

Pros: It has some uniquely B2B-centric features like dynamic SLA’s and their knowledge base that’s has really set Supportbench apart from the rest for us.

Cons: Migrating from our old system was a bit cumbersome, but the long-term advantages are clear.

Pros: We were expecting a robust ticketing platform, but it’s so much more. The emotional scoring feature offers deep insights into customer sentiments that we didn’t expect.

Cons: Initial integration required some patience and effort because we didn’t have a set system in place, but the payoff has been substantial.

Pros: We're now more adept at understanding and meeting our customers' needs, leading to improved relationships and hopefully loyalty.

Cons: It’s hard to find anything to dislike at this point.

Pros: 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.

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

Pros: 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.

Cons: 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.