Supportbench Reviews

User Rating

4.9/5 (Based on 287 Ratings)

Rating Distribution

Excellent
88.5%
Very Good
10.5%
Average
1%
Poor
0%
Terrible
0%

User Sentiments

AI-Driven Features, Customer Support Management, Customizable Dashboards, Ease of Use

Mobile App Functionality, Limited Third-Party Integrations, Steep Learning Curve, Lack of Offline Mode

Do You Use Supportbench?

Write a Review

Review Summary

SupportBench is praised for its exceptional support, user-friendly interface, and AI-driven features. Users highlight the platform's ability to centralize support operations, improve customer service efficiency, and provide valuable insights into customer needs. They appreciate the AI-powered sentiment analysis, chatbot capabilities, and customizable dashboards, which streamline processes and enhance communication. However, some users point out limitations in the mobile app and integration options, suggesting areas for improvement.

Pros

Support Bench provides exceptional customer service.
AIdriven features improve efficiency and customer experience.
The platform is userfriendly and customerfriendly.

Cons

The mobile app could be improved with more features.
SIdriven features need further development.

AI-Generated from the text of User Reviews

Did you find this information valuable?

YES NO

Reviews

Chris B

May 5, 2025 Source: G2.com

A Game-Changer for Client Communication

What do you like best about Supportbench?

Centralize all client communication in one platform

What do you dislike about Supportbench?

Recommendations to others considering Supportbench?

Track staff performance and activity

What problems is Supportbench solving and how is that benefiting you?

Marjia T

April 11, 2025 Source: G2.com

Reliable Support for a Growing Team

What do you like best about Supportbench?

Dynamic SLA timers and agent coaching scorecards helped bring consistency across the board. We finally have visibility into who’s doing what, and cases aren’t falling through the cracks. Love the drag-and-drop dashboards.

What do you dislike about Supportbench?

Some advanced filters are buried in the reporting UI. Once you find them, they’re great—but not the most obvious at first.

What problems is Supportbench solving and how is that benefiting you?

As our support team doubled in size, we needed a structured system that didn’t feel heavy. Supportbench hit the mark.

Mubeen N

April 10, 2025 Source: G2.com

Supportbench gave us exactly what we needed—clean UI, powerful AI, and real operational control A Scalable Solution Without the Enterprise Bloat

What do you like best about Supportbench?

The sentiment and emotion scoring plus the real-time ticket sync with Salesforce helped us focus on the right customers at the right time. Our agents also love the easy image/file embedding and the pre-set email templates—it’s saved hours each week. We’ve gained speed without sacrificing visibility.

What do you dislike about Supportbench?

Some lesser-used settings were a little hidden, but once we got familiar, it became second nature.

What problems is Supportbench solving and how is that benefiting you?

We were looking for a scalable alternative to Freshdesk that didn’t require a huge IT lift.

JAHANGIR ALAM H

April 9, 2025 Source: G2.com

Supportbench Helped Us Consolidate a Mess of Tools

What do you like best about Supportbench?

The unified view of all open/pending/closed issues and custom survey integration made our process cleaner overnight. Our customer success manager now has full visibility and doesn’t need to ask support for updates anymore.

What do you dislike about Supportbench?

The SLA breach indicators could stand out more in the UI. They're there, but not easy to spot under pressure.

What problems is Supportbench solving and how is that benefiting you?

We were juggling four different tools for tickets, surveys, reporting, and knowledge. It was inefficient and frustrating. Supportbench gave us one place to do it all without losing depth.

Verified User in Outsourcing/Offshoring

April 9, 2025 Source: G2.com

Built for B2B—Finally

What do you like best about Supportbench?

AI co-pilot and custom data tables let us personalize support without a mess of tools. And we finally have emotional scoring for key accounts.

What do you dislike about Supportbench?

The chat tool is a bit basic. Gets the job done but not super customizable yet.

Recommendations to others considering Supportbench?

Supportbench replaced our patchwork of tools and gave us a unified system to manage support and customer relationships. It solved our visibility issues, streamlined escalations, and helped us prioritize high-value customers.

What problems is Supportbench solving and how is that benefiting you?

Amina K

May 26, 2024 Source: G2.com

"Efficiency Redefined with Supportbench"

What do you like best about Supportbench?

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.

What do you dislike about Supportbench?

Recommendations to others considering Supportbench?

What problems is Supportbench solving and how is that benefiting you?

Iqra N

May 20, 2024 Source: G2.com

A leap of faith that paid off

What do you like best about Supportbench?

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.

What do you dislike about Supportbench?

This year, we achieved an incredible prize. Fingers crossed for its continuity. Grateful for the recognition and optimistic for continued success.

What problems is Supportbench solving and how is that benefiting you?

The team at Supportbench helped so much, along with the system itself. They’ve collectively instrumental in refining our customer service approach.

Md Saiful I

May 12, 2024 Source: G2.com

Autonomous Support System Transformation

What do you like best about Supportbench?

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

What do you dislike about Supportbench?

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

What problems is Supportbench solving and how is that benefiting you?

Supportbench has enabled us to scale our operations and meet growing demands without compromising quality.

Md Maklasur R

May 10, 2024 Source: G2.com

Supportbench: Clear Insights, Better Support

What do you like best about Supportbench?

The customer portal and dynamic SLAs made it incredibly easy to manage expectations and deliver consistent service.

What do you dislike about Supportbench?

The fear of the unknown with a new system played on our minds, but was quickly overshadowed by its benefits.

What problems is Supportbench solving and how is that benefiting you?

We’ve seen a real difference in how our customers perceive our support, thanks to the clear, actionable insights from Supportbench.

Hasan M

May 10, 2024 Source: G2.com

AI-Powered Efficiency with Supportbench

What do you like best about Supportbench?

I was impressed by how easily we could create knowledge base articles and utilize AI for quick customer summaries.

What do you dislike about Supportbench?

Leaving behind our decade-old system was challenging, filled with uncertainties about the new setup.

What problems is Supportbench solving and how is that benefiting you?

This tool has significantly cut down our response times and improved the accuracy of our support.

Supportbench Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use Supportbench?

Review Summary

Pros

Cons

Chris B

Marjia T

Mubeen N

JAHANGIR ALAM H

Verified User in Outsourcing/Offshoring

Amina K

Iqra N

Md Saiful I

Md Maklasur R

Hasan M

We understand SaaS better

SaaSworthy helps stakeholders choose the right SaaS platform based on detailed product information, unbiased reviews, SW score and recommendations from the active community.

Buyers

Makers