Who Uses Supportbench?

We serve businesses big and small, from Fortune 500 companies, MSPs, to startups that need the power to compete with their competitors, scale fast, and provide exceptional customer service.

What Is Supportbench?

A modern customer support CRM built by customer support for customer support. Our #1 goal was to make a platform that works as though it was built for you. We make the complex simple by combining all the tools you need into one single platform. Easy to use, migrate to, adaptable, and scalable, which is why Fortune 500 companies like 3M chose us to manage their most valued customers. After all, once you get your customers, its our job to ensure you keep them.

Supportbench Details

Supportbench Services

https://www.supportbench.com

Founded 2015

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Supportbench pricing overview

See pricing plans

Supportbench does not have a free version but does offer a free trial. Supportbench paid version starts at US$45.00/month.


Starting Price

US$45.00/month See pricing details

Free Version

No

Free Trial

Supportbench deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base Software
  • Phone Support
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Linux (Desktop)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training Software

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

Supportbench Features

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management Software
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management Software
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat Software
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On Software
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management Software

View full list of Customer Service Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM Software
  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management Software
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management Software
  • Interaction Tracking
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat Software
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring Software
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management Software

View full list of Help Desk Software

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • CRM Software
  • Calendar Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Configurable Workflow
  • Content Library
  • Content Management System (CMS) Software
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Management Software
  • Document Storage
  • Drag & Drop
  • Email Management Software
  • File Management
  • Full Text Search
  • Gamification Software
  • Knowledge Base Management
  • Live Chat Software
  • Multi-Language
  • Online Forums
  • Projections
  • Real Time Notifications
  • Reporting & Statistics
  • SSL Security
  • Self Service Portal
  • Self-Learning
  • Single Sign On Software
  • Social Media Integration
  • Surveys & Feedback
  • Tagging
  • Text Editing
  • Third Party Integrations
  • Widgets
  • Workflow Management Software

View full list of Knowledge Management Software

Supportbench Alternatives

More Supportbench alternatives

Supportbench Reviews

Read all reviews

Overall rating

4.6/5

Average score

Ease of Use 4.4
Customer Service Software 4.8
Features 4.3
Value for Money 4.7

Review software

Share your experiences with other software buyers.

Write a Review!
Kevin B.
Business Analyst
Financial Services Software, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2018-01-17

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

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

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.

  • Reviewer Source 
  • Reviewed on 2018-01-17
Eilis B.
Customer Service & Process Improvement Manager
Wholesale, 1,001-5,000 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2020-01-17

"Working with Supportbench is a partnership"

Comments: Supportbench is helping us support our customers as we always have done, but it is now giving us the ability to move to giving our customers a better service as we now have a better understanding of what they need through analytics and data rather then the 'gut feel'. The biggest asset Supportbench has is their team, they are responsive, they want to understand how your business works, and are continuously looking to add value to what they are offering so you in turn can offer more to your customer. When working with the Supportbench team it is a partnership, we are all working together to get the best for our customers and teams.

Pros: 1. The ability to view what types of communications are coming into my team, allowing for more specific and valuable coaching and training of the team.
2. Supportbench allows each 'case' to stay together, by that I mean all emails, phone calls, notes are all in one place, if you want the information you just have to go to one case, instead of looking at multiple emails, notes etc. This is a game changer for my team.
3. the ability to use specific words within the content of an email to prioritize or direct that case to specific team members
4.Ease of customization of the screens, drop downs, create mandatory fields etc
4.Detailed reporting of KPI's for the team, but also specific customer details, reasons for contact, number of contacts, time taken to respond etc.

Cons: Initially my team were a little resistant to the change, having just used MS Outlook, but with the Supportbench team's support we were able to implement changes that made it more tuned into my teams needs and made it more 'comfortable' for them to use.

  • Reviewer Source 
  • Reviewed on 2020-01-17
Maximiliano O.
Support team
Information Technology & Services, 11-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
    3 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    3 /5
  • Customer Support Software
    3 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    4/10
  • Reviewer Source 
  • Reviewed on 2018-04-10

"Good for sharing data sent to a distribution list"

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

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

Vendor Response

by Supportbench Services on 2018-04-12

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.

  • Reviewer Source 
  • Reviewed on 2018-04-10
Kim R.
Technical support specialist
Consumer Goods, 11-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2021-04-09

"Most comprehensive ticketing system"

Comments: Exceptional software. Exceptional support. All around a very awesome experience.

Pros: Having used most ticketing systems out there, this one by far takes top prize. It's super easy and intuitive so you can flow through your cases and day. Good software helps create a high productivity rate and happy customers. We have both now that we have Supportbench.

Cons: It's not all been smooth sailing. I struggled to get my queue sorted the way I wanted and we had some issues with a few other things. The main point is they were resolved in a timely manner. There was good communication as we worked through these issues and Supportbench went all out to help us be successful.

  • Reviewer Source 
  • Reviewed on 2021-04-09
Floyd S.
CEO
Marketing & Advertising, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2019-12-09

"Amazing tool - all in one but also specialized. Super easy to use, MUCH better performance."

Comments: Amazing, I'd highly recommend it if you want a quick turnaround and solid immediate results!

Pros: What an amazing tool!
I've gone through some of the other solutions like Zendesk, Freshdesk, and others, but none offers the intuitive use and design like SupportBench. It's super easy to set up, made a big difference for team performance and customer retention right out the gate (23% increased customer retention!), and unlike the others: the tool hasn't let us down since.
Put together it's also much cheaper, so it's a clear win-win-win, while retaining flexibility to integrate with other tools out there.
If you are looking for an easy-to-use system that performs better than any other, yet still has the depth needed to expand its use to multiple areas, look no further! Save some money while you're at it!

Cons: Honestly, I can't think of much! There was some minor dashboard confusion upfront that turned out to be a small user error that was resolved in a minute. Cause that's it, you get great service too.

  • Reviewer Source 
  • Reviewed on 2019-12-09