What is Supportbench?
Supportbench provides a comprehensive customer support platform tailored specifically for the complex needs of B2B companies. It aims to enhance client satisfaction and operational efficiency by unifying various support functions into a single, customizable system. The platform integrates customer management, ticket management, workflow automation, and a knowledge base to streamline interactions and processes across multiple channels.
Leveraging Artificial Intelligence, Supportbench offers features like automated ticket prioritization, sentiment analysis, AI-powered search, predictive CSAT/CES scoring, and automated article creation from case data. It provides analytics and insights through real-time dashboards and custom reports, enabling data-driven decision-making. The platform is designed to be scalable, catering to startups, SMBs, and enterprises, with features like SLA management, escalation management, and customizable support levels to meet diverse client requirements.
Features
- AI Customer Support: Utilizes AI for sentiment analysis, automated tagging, prioritization, predictive scoring, AI search, and automated article creation.
- Customer Management (CRM): Manages customer data, interactions, health scoring, assets, and relationships.
- Ticket Management: Centralizes customer cases from various channels with features like custom views, bulk responses, merging/splitting, and collision detection.
- Workflow Automation: Automates tasks, SLAs, escalations, assignments, and routing based on custom rules.
- Knowledge Base: Provides internal and external knowledge bases with structured content, permissions, customization, and AI suggestions.
- Analytics & Insights: Offers real-time dashboards, KPI scorecards, custom reports, and AI analysis for data-driven decisions.
- Omni-Channel Communication: Manages interactions via email, chat, social media, customer portals, and forms.
- SLA Management: Defines and tracks service level agreements with dynamic triggers and multi-level options.
- Escalation Management: Streamlines the process of escalating critical issues with defined workflows and templates.
- Customization & Integration: Offers customizable portals, workflows, roles, permissions, and native integrations.
Use Cases
- Streamlining B2B customer support operations.
- Improving agent efficiency through automation and unified tools.
- Managing complex customer relationships and tracking health scores.
- Automating ticket routing, prioritization, and escalations.
- Ensuring compliance with Service Level Agreements (SLAs).
- Providing self-service options through customizable knowledge bases and portals.
- Gaining insights into customer sentiment and support performance.
- Centralizing communication across multiple channels.
- Scaling support operations for startups, SMBs, and enterprises.
FAQs
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What Pricing Plans Does Supportbench Offer?
Supportbench offers scalable pricing. Plans start with a base price. For teams over 15 agents, the cost increases by $2.50 per additional agent, up to a maximum of $150 per agent. Teams with 60 or more agents automatically transition to the Enterprise plan. -
Can I Change My Plan Later?
Yes, Supportbench is designed to grow with your business. You can add or remove agents as needed and adjust your plan accordingly. -
Are There Any Hidden Costs or Setup Fees?
There are no hidden costs or setup fees for the standard plans. Optional services like migration, training, and onboarding for larger organizations may incur determined costs. -
Do You Offer Discounts for Nonprofits or Educational Institutions?
Yes, special pricing is available for nonprofit organizations and educational institutions. Contact the sales team for details. -
What Payment Methods Do You Accept?
Supportbench accepts various payment methods, including credit cards and bank transfers. Specific needs can be discussed with their billing department.
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