Canada Local product

What Is Supportbench?

Ticketing software Easy to use, Affordable, and Scalable. Built to manage the complexities that teams need to drive customer success and retention. We do this by unifying survey tools, NPS, CSAT, knowledge base, data synchronizations to Salesforce, dashboards, analytics, scheduling tools, team scorecards, and customer success health scoring.

Who Uses Supportbench?

Created for teams that are medium to the very large that support external customers, vendors, and partnerships in SaaS, Manufacturing, Startups, Enterprise, and more. We do a lot...

Where can Supportbench be deployed?

Cloud-based
On-premise

About the vendor

  • Supportbench Services
  • Located in Vancouver, Canada
  • Founded in 2015

Supportbench support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Canada, United States

Languages

English

Supportbench pricing

Starting Price:

US$40.00/month
  • Yes, has free trial
  • No free version

Supportbench does not have a free version but does offer a free trial. Supportbench paid version starts at US$40.00/month.

Pricing plans get a free trial

About the vendor

  • Supportbench Services
  • Located in Vancouver, Canada
  • Founded in 2015

Supportbench support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Canada, United States

Languages

English

Supportbench videos and images

Supportbench Software - Ticket management and communication hub
Supportbench Software - Company Overview
Supportbench Software - Company Health Overview
Supportbench Software - Ticket view
Supportbench Software - Analytics & Insights
View 6 more
Supportbench video
Supportbench Software - Ticket management and communication hub
Supportbench Software - Company Overview
Supportbench Software - Company Health Overview
Supportbench Software - Ticket view
Supportbench Software - Analytics & Insights

Features of Supportbench

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Automated Routing
  • CRM Software
  • Call Center Management
  • Cataloging/Categorization
  • Chatbot Software
  • Collaboration Tools
  • Commenting/Notes
  • Contact Database
  • Contact Management Software
  • Content Library
  • Content Management System (CMS) Software
  • Customer Complaint Tracking
  • Customer Database
  • Customizable Branding
  • Customizable Templates
  • Dashboard Software
  • Discussions / Forums
  • Email Management Software
  • Feedback Management
  • File Management
  • Full Text Search
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking Software
  • Knowledge Base Management
  • Live Chat Software
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Multi-Language
  • Performance Metrics
  • Prioritization
  • Queue Management
  • Reporting/Analytics
  • Routing
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Task Management Software
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

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Reviews of Supportbench

Average score

Overall
4.7
Ease of Use
4.5
Customer Service
4.8
Features
4.6
Value for Money
4.8

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
82%
4
9%
3
9%
Kevin
Kevin
Business Analyst in Canada
Verified LinkedIn User
Financial Services Software, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

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

5.0 5 years ago

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.

Jason
Supply Chain Development Manager in Canada
Wholesale, 1,001-5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Support Bench - Case Management

5.0 5 months ago

Comments: Support Bench does a great job and consolidating cases (emails in regards to my companies data). It allows the teams to understand what cases require immediate actions and what cases are less important. (prioritization). And this prioritization is very flexible and can be tuned to our specific company and team on the platform.

Pros:

Very flexible - Support Bench can be tuned to work the way I want it to. There are different teams within my organization that use Support Bench and they have different needs. We are able to customize workflows based on each teams' needs. The interface is clean and can be modified to suit each user. There are many functions that allow quick handling of cases. Cases are grouped together to keep things clean and concise and saves time when questions arise. The environment is highly collaborative and has allowed the teams to work closer together now than ever before. This has also allowed the teams to provide faster and better support. We can very quickly and easily expand the use of Support Bench within the organization. It is incredibly scalable and there are no concerns about adding users or teams.

Cons:

The learning curve can be a bit high. I think this depends on what you want to accomplish. Because Support Bench is so configurable, it can be easy to add complexity. There was no 'manual' to explain the basics. This would be helpful when getting onto the platform. However, it is a fairly easy system so this is not a big deal.

Maximiliano
Support team in Argentina
Information Technology & Services, 11-50 Employees
Used the Software for: 1-5 months
Reviewer Source

Good for sharing data sent to a distribution list

3.0 4 years ago

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

Supportbench Services Response

4 years ago

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.

John Patrick
Marine Engineer in Philippines
Maritime, 5,001-10,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Supportbench is Superb!

5.0 4 months ago

Comments: Overall: Supportbench has been a great product. It’s been exceptional at handling our high volume of ticket as it’s been far more flexible than our previous system.

Pros:

Pros: Cost was a big motivator for us. Supportbench had the most reasonable price point for the features we got. We haven’t had to spend a lot in pro services or add-ons. And the system works well with the tools we already have like Jira and Salesforce.

Cons:

Cons: For our team to just learn the capabilities of Supportbench it takes quite a bit of time.

Eilis
Customer Service & Process Improvement Manager in U.S.
Wholesale, 1,001-5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Working with Supportbench is a partnership

5.0 3 years ago

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.

Alternatives Considered: Salesforce Sales Cloud, Dixa and Zendesk Suite

Reasons for Choosing Supportbench: Visibility, duplication, reporting

Reasons for Switching to Supportbench: Demo support, presentation by the team, available features, cost