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Access all the advanced features you need to transform your customer support operations without breaking the bank. Our straightforward pricing ensures you get the best value with no hidden costs.
Professional
Best for mid-sized teams
Intelligent Support AI
Ticketing System
Email, Chat, AI Bot, APIs and more
Internal and Customer Knowlege Base
Customer Self-Service Portal
Customer Healthscoring
Reporting Engine
KPI Scorecards
CSAT / NPS / CES
Survey Engine
Free Onboarding and Training
* based on yearly contract, pricing scales as you grow
Enterprise
Best for many large teams
Sandbox
White Labeling
Advanced Permission
Enterprise API
Unlimited Custom Roles
Default Personal Views
Single Sign-On (SSO)
Live Onboarding Training
Dedicated Success Manager
Access to Managed Services
* based on yearly contract, pricing scales as you grow
Professional | Enterprise | Benefits |
|---|
Unified Agent Workspace | Unify all your communication channels into the case. From email, chat, Slack, or Teams. | ||
|---|---|---|---|
Views | Create custom views to slice and dice your data to view exactly how you want. | ||
Customizable Dashboards | Add from 40 different data points, customize grouping, ordering, and filtering. | ||
Company and Contact Panels | View within the case contact, company histories, and assets. | ||
Bulk Responses | Send personalized bulk email responses to customers. | ||
Merging and Splitting | Merge and unmerge related cases or split activities into new ones. | ||
Custom Divisions and Grouping | Totally customize the types of cases that come in. | ||
Case Policies | Create different policies to control what fields are visible, their order, and what are required. | ||
Templates and Canned Responses | Create common responses to your customers and share them across your team. | ||
Task Management | Add tasks to cases and assign them to other team members. | ||
Follow-The-Sun Support | Easily manage multiple time zones, workflows, and escalations between regions. | ||
Collision Detection | Know if other agents are looking at a case, or are creating replies to them. | ||
Mobile App | A mobile app to receive notifications and manage your personal cases. |
Large Outlook / Gmail like editor | Create large complex emails with ease, copy and paste images, and format just like Outlook. | ||
|---|---|---|---|
Unlimited inbound addresses and aliases | No limit to incoming emails, along with alias’s i.e. support@, sales@, info@, etc. | ||
Unlimited outbound | No limit to the number of emails sent through your account. | ||
Customized signatures | Signatures are based on the email address sent to, or the agents profile. | ||
Pixel tracking | Get a notification when a customer opens the email you’ve sent to them. | ||
Real-time email delivery notifications | Know when a message was received and if the email failed, exactly why with a notification. | ||
Email forwarding to activity | Forward customer emails into your support aliases and convert them to cases. | ||
Block lists | Create block lists for people who are spamming you. | ||
Routing forms | Convert delimited submissions from forms, extract that data into cases. | ||
Scheduling | Delay emails to be sent in the future. | ||
Fully white labeled email authentication | Never have an email be caught as SPAM using SPF, DKIM, DMARC authentications. |
Dynamic SLAs | Create SLAs based on any data point within the case, company, contact, or asset. | ||
|---|---|---|---|
Trigger Actions | Create actions on service level agreement infractions. | ||
Manually Set SLAs | Change service level agreements dynamically to meet your needs. | ||
Multi-Level SLA | Create SLAs at different points of the case life cycle. |
Escalate to Next Level | Escalate cases to their next tier or flag them as escalations with notes. | ||
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De-escalate Back to Owner | De-escalate cases back to the agents that did the escalation with notes. | ||
Escalation Types | Categories escalations by types to better understand and route escalations. | ||
Escalation Templates | Create escalation templates agents can use to fill out before escalations can be submitted. | ||
Multi-Level Escalations | Multi-level escalations from level 1 -> level 2 -> level 3 |
Web Widget | Embed a knowledge base only or chat widget onto any website. | ||
|---|---|---|---|
Widget Customization | Customize and brand your widget to your organizations theme. | ||
Unlimited Concurrent Chats | No limit to how many chats are held. | ||
View Active Connections | See who is online and when so you can engage them or view their activity history. | ||
Send and Receive Files | Copy and paste images and files from agents and customers. | ||
Seamless Case Interactions | Chats are saved as activities, seamlessly to move between one communication type. | ||
Restart Previous Chats | Continue previous chats, view the history of old chats, and re-engage at any time. | ||
Rich Messages | Create messages with formatting, emojis, inline images and more. |
Triggers | Create actions on specific trigger points in the case lifecycle. | ||
|---|---|---|---|
Case Round Robin Auto-Assignments | Auto-assign cases based on case type, assets, and availability. | ||
Email, Chat, and Portal Routing | Auto-route incoming cases based on channel preferences and content. | ||
Article Suggestions | Suggest articles based on the content of the incoming customer activities. | ||
Custom Business Rules | Create workflows based on company/contact data, times of the day, time zones and more. |
Public Or Internal Facing Knowledge Base | Monitor online status and activity logs to interact with users or review past engagements. | ||
|---|---|---|---|
Structured Content | Keep up to 6 level hierarchy of topics keeping your articles organized. | ||
Content Permissions | Lock article content by customer, assets, categories or customer roles. | ||
Theme Customization | Choose a theme, modify your theme, or create your own with total control over your code. | ||
Knowledge Base Suggestion And Case Linking | View real-time online users to engage or track their activity log. | ||
Revision History | Track and roll-back to previous versions. | ||
Scheduled Publishing | Publish article version at scheduled times. | ||
Approval Processes | Send content written by agents to the right teams for approvals. |
Internal And Customer Knowledge Base | Craft agent-only content or design rich customer portal articles. | ||
|---|---|---|---|
Multiple Portals | Create different brand portals with different knowledge content. | ||
Comment On Articles | Customers can comment on articles allowing collaboration. | ||
Create Cases On Comments | Get notified on the latest comments and create cases based on article feedback. | ||
Company Admin Management | Have agent and company admin roles for full company overview. | ||
Totally White Labeled Portals | Add your own SSL certificates and cname to fully white label your portals. | ||
Office 365 Authentication | Allow customers to login via office 365. | ||
SAML Authentication | Allow users to login via your own SAML authentication or provider. |
Custom Data Views | Create views based on almost any property on a case, contact, or customer. | ||
|---|---|---|---|
Scheduled Data Views | Schedule the views you create and send them to your inbox. | ||
Real-time Dashboard | Get real-time insights on what’s happening within your teams. | ||
KPI Scorecards | Scorecards on 35+ KPIs to know exactly how your agents, teams, and organization are doing. | ||
Customizable Scorecards | Create targets on your KPI’s and create a simple scorecards. | ||
Direct SQL Access | Add-On | Access a live SQL database for real-time queries and data mining by your BI system or IT team. |
Create Companies And Contacts | Create both companies and contacts and link them together. | ||
|---|---|---|---|
Multi-level Company Relationships | Manage linked firms, streamline reporting, and design workflows with parent-child connections. | ||
Health Scoring | Monitor company health scores for alerts on potential issues through past interactions. | ||
Assets | Attach assets to companies or contacts such as license agreements or physical. | ||
Watching | Monitor client presence for timely agent alerts on new cases and updates. | ||
Attachments | Store customer files and documents for easy agent access and efficient contract tracking. | ||
Data Tables | Tailor data tables for client specifics, including training and credentials. | ||
Support Levels | Create support levels and assign them to companies or contacts. | ||
Customer Notes | Add notes visible to all agents or receive alerts on case views and creations. | ||
Customer Roles | Define customer roles to restrict data access, manage workflows, and secure knowledge articles. |
Collect CSAT, NPS, CES Scores | Gather CSAT, NPS, CES data linked to clients and cases, either always or at random. | ||
|---|---|---|---|
Custom Surveys | Craft surveys for varied cases, adding tailored questions as needed. | ||
Scheduled Surveys | Deploy regular surveys for NPS scores and vital insights, instead of one-off queries. |
CSAT and CES Prediction | Automatically predict CSAT and CES even when surveys are not filled out, providing insights into customer sentiment and reasons behind scores. | ||
|---|---|---|---|
AI Searching | Use AI to ask questions and search past case histories and articles, delivering precise answers without relying on keywords. | ||
Knowledge Base GenAI Bot | Provide your customers with a bot that utilizes your knowledge base content for accurate, up-to-date responses using GTP4o. | ||
GenAI Frequently Asked Question Bot | A generative AI ChatGPT4o bot that answers questions from your customers your FAQ making case deflection easy. | ||
Automated Article Creation | Automatically generate articles from existing cases or upon case closure, streamlining the process of building your knowledge base. | ||
Activity Summerization | All customer communications are analyzed and summarised. | ||
Ticket Resolution Summarizations | Automatically generate concise summaries of ticket resolutions, making it easier for agents to review and understand case outcomes. | ||
GenAI-Driven Customer Insights | Allow CSMs to directly ask GenAI about past tickets, providing quick and comprehensive insights without sifting through old histories. | ||
Smart Auto Prioritization of Tickets | Automatically prioritize incoming tickets based on predefined language settings, ensuring critical issues are addressed promptly. | ||
Auto-Tagging of Keywords | Automatically tag keywords in tickets and articles, improving organization and searchability of your support content. | ||
Sentiment Analysis | All customer activities are measured for their sentiment and easily visible within your views. |
Data Storage | 50MB/agent | 200MB/agent | The size of the database itself on your account. |
|---|---|---|---|
File Storage | 1 GB/agent | 5GB/agent | How much storage of files each agent can get cumulatively. |
Custom Objects | 2 data tables | 10 data tables | The number of customer data tables on customers are allowed. |
Audit Log Retention | 1 year | 3 years | How long audit logs are available to search and view on cases. |
API Request Volume | 100/min | 500/min | How many requests are allowed to query your data view the API. |
Disaster Recovery | 7 days | 45 days | Restore your account or data up to this time. |
API Access | Fully REST API to get any data or change any data you need. | ||
|---|---|---|---|
Portal Liquid Templating | Tailor your portal appearance with complete code control using Liquid language. |
Role Based Administration | Create difference user roles and lock down functionality. | ||
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Secure Case Data Through Roles | Lock down case data through roles allowing only certain users to view sensitive data. | ||
Authentication Options | Native, SSO, Office 365 and 2FA | ||
Secure Access Options | Password complexity, session length, and expiries. | ||
Data Encryption At Rest And Transit | All data is encrypted at rest, file storage, and data transfers are fully encrypted. | ||
SOC Type2 | Fully SOC Type 2 secured and audited. | ||
Audit Log Access | Monitor user logins and email status, with comprehensive event audit data ready for review. | ||
Host Mapping | Secure your domain with SSL; customize your Supportbench URL for a branded experience. | ||
Data Location | Choose the data center of your choice including database, file storage, and web services. |
Digital Support | Get support for critical issues within business hours. | ||
|---|---|---|---|
24/7 Digital Support | Get digital support 24/7 for all issues that need attention. | ||
Access To The Portal And Knowledge Base | Get help via the Supportbench support bot or online knowledge base. | ||
Onboarding Training | Receive training and setup aid to ensure your success. | ||
Professional Services | Get migration, management, or initiative support from our dedicated team ready to assist. | ||
Dedicated TSAM / CSM | Get a dedicated TSAM/CSM for direct support, advocacy, and team collaboration |
Select features are not yet available. All features will be available in 2024. Contact sales or more information.
Supportbench has been a game-changer for our customer relations.
Its intuitive health scoring system means we’re always one step ahead in meeting client needs and enhancing satisfaction.
Alexander Rhodes
Chief Customer Officer
Supportbench has revolutionized how we track agent performance. The insights gleaned from scorecards have directly translated to improved customer experiences and team efficiency.
Mariah Cortez
Director of Service Excellence
With Supportbench, we’ve mastered the art of data-driven decisions. Scheduled reports illuminate our strategy, keeping us informed and agile in our support approach.
Elena Miro
Head of Data Insights
Alert notifications from Supportbench have kept us in the loop like never before, ensuring we never miss a beat with client issues or internal team updates.
Owen Tam
IT Solutions Manager
Event-driven triggers from Supportbench have proactively safeguarded our client relationships, enhancing our reputation for reliable and anticipatory service.
Isaac Freeman
Operational Efficiency Expert
The seamless integration capabilities of Supportbench have united our tech stack, delivering a consistent and efficient workflow across all our support channels.
Nadia Patel
Integration Specialist
Wondering if Supportbench is the key to unlocking your support potential? Dive into our FAQ for insights and affirmations.
Our pricing is designed to scale with your team’s size and needs. Here’s how it works:
– Starting Cost: Every plan begins with a base price.
– Cost Per Additional Agent: Once you have more than 15 agents, the cost increases by $2.50 for each additional agent.
– Maximum Cost Per Agent: The cost per agent will not exceed $150, regardless of the number of agents.
– Transition to Enterprise Plan: When your team grows to 60 or more agents, your plan automatically converts to our Enterprise plan, which is tailored to support larger teams effectively.
This structure ensures that you pay an affordable price and can scale without feature gaps.
Yes, we offer a free trial to help you evaluate Supportbench’s features and capabilities. No credit card is required to start the trial. For more information on the duration and scope of the free trial, please contact our sales team
Absolutely. Supportbench is designed to grow with your business. You can add or remove agents as desired.
No, there are no hidden costs or setup fees with any of our plans. We believe in transparent pricing, so what you see is what you get. If you are a larger organization that needs help, we offer migration, training, and onboarding for a determined cost.
Yes, we offer special pricing for nonprofit organizations and educational institutions. Please contact our sales team for more information on eligibility and discounts.
We accept a variety of payment methods, including credit cards and bank transfers. If you have specific payment needs, please reach out to our billing department.
Yes, all our plans include access to our award-winning customer support team. We are committed to providing exceptional support to all our customers, regardless of the plan they choose.
Our platform is highly customizable to meet your specific needs. The cost of customization depends on the complexity and scope of the changes. Please contact us for a detailed quote.
We will notify you if you’re approaching the limits of your plan. You can choose to upgrade your plan or discuss other options with our team to ensure uninterrupted service.
Yes, you can cancel your subscription at any time. Please refer to our terms of service for details about the cancellation process and any applicable terms.
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