
Supportbench
Sobre Supportbench
Supportbench es un sistema de emisión de tickets de asistencia al cliente y CRM todo en uno para departamentos de atención al cliente de todos los tamaños. La plataforma maneja la gestión de casos multicanal, los SLA de respuesta y resolución, la gestión de tareas, los flujos de trabajo de derivación/devolución, calendarios y más.
Supportbench permite que los usuarios vean y coloquen en el embudo todas las solicitudes de asistencia entrantes, ya sean por teléfono, correo electrónico, web o Twitter, en una única ubicación centralizada. Los usuarios pueden crear vistas personalizadas con propiedades específicas para los datos entrantes, así como flujos de trabajo personalizados. La vista integrada posibilita que los usuarios revisen las cargas de trabajo de otros agentes, publicaciones en foros, artículos, casos entrantes y más. Las derivaciones definidas envían casos específicos a la persona adecuada, ya sea por propiedad, contacto, agente u otros detalles del caso.
Todos los eventos dentro del historial de un agente se registran y categorizan, lo que proporciona a los usuarios visibilidad total del sistema. Supportbench posibilita que los usuarios creen acuerdos de nivel de servicio (SLA) multirregionales para empresas, contratos, activos o prioridades específicos que pueden definirse por cualquier métrica. Los SLA se pueden manejar a través de múltiples zonas horarias, propietarios y equipos e incluyen características tales como modificaciones previas y posteriores a una infracción, activadas por el flujo de trabajo, así como la variación de políticas.
Los usuarios pueden asociar artículos de la base de conocimientos a los casos vinculándolos durante una búsqueda o cuando se los envíen a los clientes. La solución permite que los agentes tengan derechos de autoría únicos que deja que algunos autores creen artículos, mientras que otros solo pueden verlos o publicarlos en la comunidad. Las funciones de calendario y gestión de tareas ayudan a las organizaciones a gestionar los agentes y sus elementos de trabajo, así como asignar eventos. Las características adicionales para Supportbench incluyen encuestas a los clientes, analíticas, creación de informes y estadísticas, plantillas en Liquid, flujos de trabajo activados por eventos, notificaciones y más.
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Opiniones
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¡Ayuda a los compradores de software! Las opiniones sobre los productos son útiles para que el resto de los usuarios podamos tomar las decisiones acertadas.
- Sector: Fabricación de productos eléctricos/electrónicos
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
The Sherlock Holmes of Customer Support
Revisado el 23-06-2023
Let me tell you, Supportbench is the cat's pajamas! No need to keep the IT team on speed dial...
Let me tell you, Supportbench is the cat's pajamas! No need to keep the IT team on speed dial anymore - we're in the driver's seat. And with those snazzy features like AI-driven sentiment analysis and intent detection, it's like having our own customer support Sherlock Holmes!
Puntos a favor
Since we left Zendesk to welcome Supportbench, things have been smooth sailing. This nifty tool even dishes out a 360-degree customer overview. It's like we've got customer support superpowers now!
Puntos en contra
The only gripe I have is that their self-help guide feels a bit like a treasure hunt without a map. More detailed documentation would be way more useful
- Sector: Comercio mayorista
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Support Bench - Case Management
Revisado el 18-05-2022
Support Bench does a great job and consolidating cases (emails in regards to my companies data). It...
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.
Puntos a favor
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.
Puntos en contra
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.
- Software usado Semanalmente durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
It never leaves your customers hanging
Revisado el 24-03-2018
Puntos a favor
I love that it helped our agents assist and review customer issues quickly and also personnalize responses.
Puntos en contra
Nothing to say, price is good and love the user friendliness. Our agents didn't need extensive training
- Sector: Comercio mayorista
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Working with Supportbench is a partnership
Revisado el 17-01-2020
Supportbench is helping us support our customers as we always have done, but it is now giving us...
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.
Puntos a favor
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.
Puntos en contra
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.
Razones para elegir Supportbench
Visibility, duplication, reportingRazones para cambiar a Supportbench
Demo support, presentation by the team, available features, cost- Sector: Marketing y publicidad
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Amazing tool - all in one but also specialized. Super easy to use, MUCH better performance.
Revisado el 09-12-2019
Amazing, I'd highly recommend it if you want a quick turnaround and solid immediate results!
Amazing, I'd highly recommend it if you want a quick turnaround and solid immediate results!
Puntos a favor
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!
Puntos en contra
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.
Razones para elegir Supportbench
You know how it is, Zendesk can be a pain. Irritating to manage, doesn't always put customer service person (tool user) first together with customer, and a hassle to integrate with other tools that you do need to complement their system.Software anterior
Zendesk SuiteRazones para cambiar a Supportbench
Cheaper + easier to set up + easier to manage. It also saved us money over the whole!Preguntas frecuentes sobre Supportbench
He aquí algunas preguntas frecuentes sobre Supportbench.P. ¿Qué tipo de planes de precios ofrece Supportbench?
Supportbench ofrece los siguientes planes de precios:
- A partir de: US$40,00/mes
- Modelo de precios: Suscripción
- Prueba gratis: Disponible
P. ¿Quiénes son los usuarios habituales de Supportbench?
Los clientes habituales de Supportbench son:
11-50, 51-200, 201-500, 501-1.000, 1.001-5.000
P. ¿Qué idiomas admite Supportbench?
Supportbench admite los siguientes idiomas:
inglés
P. ¿Supportbench es compatible con dispositivos móviles?
Supportbench admite los siguientes dispositivos:
Android (móvil), iPhone (móvil), iPad (móvil)
P. ¿Con qué otras aplicaciones se integra Supportbench?
Supportbench se integra con las siguientes aplicaciones:
DevOps, Jira, LiveChat, Meta for Business, NinjaOne, RingCentral MVP, Salesforce Sales Cloud, Slack, Twitter/X
P. ¿Qué tipo de asistencia ofrece Supportbench?
Supportbench ofrece las siguientes opciones de asistencia:
E-mail/Help Desk, Preguntas frecuentes/foro, Base de conocimientos, Asistencia telefónica, Asistencia 24/7, Chat
Categorías relacionadas
Ver todas las categorías de software encontradas para Supportbench.