Supportbench Pros and Cons

The AI features for sentiment analysis and intent detection are top-notch. They've enhanced our understanding of customer needs and allowed us to provide more personalized support. Review collected by and hosted on G2.com.

Adapting to a new system after being comfortable with an old one was a bit nerve-wracking. We were concerned about learning new processes, but Supportbench's user-friendly interface helped a lot. Review collected by and hosted on G2.com.

A big plus for us has been the seamless integration of our various support channels. NPS, CES, and CSAT support surveys have given us direct insight into our customers health and has helped guide our service improvements. Review collected by and hosted on G2.com.

This year, we achieved an incredible prize. Fingers crossed for its continuity. Grateful for the recognition and optimistic for continued success. Review collected by and hosted on G2.com.

The customer portal is extremely user-friendly, and the dynamic SLAs keep our team on track. The AI features for sentiment analysis add a much-needed layer of understanding to our customer interactions. Review collected by and hosted on G2.com.

Switching from our old system to Supportbench brought some initial stress. There was a learning curve, but the benefits we've seen have made the transition worth it. Review collected by and hosted on G2.com.

The customer health scoring based on AI insights is phenomenal. It's helped us proactively address issues before they escalate, improving overall customer satisfaction. Review collected by and hosted on G2.com.

Adapting to a new system after years with an old one was challenging. There were initial fears about the learning curve and potential disruptions to our workflow, but was ultimately quite simple. Review collected by and hosted on G2.com.

The customizable dashboards and the ease of creating knowledge base articles are impressive. They've significantly streamlined our support processes and improved team productivity. Review collected by and hosted on G2.com.

The apprehension about moving away from our traditional system was real. We were worried about the transition phase, but fortunately, Supportbench made it easier than expected. Review collected by and hosted on G2.com.

I like how easy Supportbench makes it to handle customer questions. It's simple to use and keeps everything organized. Review collected by and hosted on G2.com.

One challenge is when migrating from another CRM to Supportbench. Although change is good, it can be overwhelming at the start. Review collected by and hosted on G2.com.

The 360-degree customer overviews have transformed the way we interact with our users. The chat and customer portal features are slick and intuitive. And hats off to the AI-driven emotional scoring - it's given us a profound insight into the heartbeat of our customer base. Review collected by and hosted on G2.com.

On occasion their software updates have disrupted our workflow. It’s a minor gripe, but it would be helpful if the intervals between updates were longer. Review collected by and hosted on G2.com.

The customer portal and support surveys have drastically improved our customer interaction. Features like the NPS, CES, and CSAT bring transparency and depth into understanding our customers' needs. The AI First Contact Resolution detection is particularly impressive, helping us streamline our processes to ensure efficiency and accuracy in our responses. Review collected by and hosted on G2.com.

The frequency of updates can be somewhat daunting. It's a double-edged sword; while it's great to have new features and improvements, it requires constant adaptation. Review collected by and hosted on G2.com.

The AI-driven ticket summaries and knowledge base article creation have been revolutionary. They simplify complex processes, allowing us to handle customer queries with unprecedented efficiency.

How it benefited our company:

We've seen a marked improvement in response times and customer satisfaction, directly attributable to Supportbench's features. The platform's analytics also aid in making data-informed decisions. Review collected by and hosted on G2.com.

The cost is a bit steep, especially for the AI functionalities, but the return on investment is undeniable. Review collected by and hosted on G2.com.

The customer portal and dynamic SLAs made it incredibly easy to manage expectations and deliver consistent service. Review collected by and hosted on G2.com.

The fear of the unknown with a new system played on our minds, but was quickly overshadowed by its benefits. Review collected by and hosted on G2.com.