Intuitive Case Management
A support ticketing system that streamlines your team’s workflows
Provide multichannel support
Connect with your customers on whichever channel they prefer
Supportbench allows you to automatically turn emails, phone calls, forum posts, and even social media messages into cases and manage them from one easy-to-use central hub.
And with support communication across all your various channels in one convenient place, your team is always equipped to provide consistent, up-to-date customer support.
Facilitate 360° communication
Full transparency within your teams, as well as with customers
With details, notes, and activity history carefully documented, agents have an integrated line of sight into each case to streamline workflows and avoid overlap.
Supportbench also helps keep your customers informed of their ticket resolution, allowing them to check on the progress of their inquiry and where they are in the support queue.
Customize your support system
Flexibility to build a workflow that works for your unique business
Personalize agent permissions, case views, and access according to their individual roles.
Set up notifications that keep an eye on cases, queues, companies, and contacts so your team never misses a beat.
Configure escalations by case properties, assets, and more to ensure critical cases get to the appropriate person faster.
Maximize time and increase productivity
So your agents can focus on creating awesome experiences
Cases with relevant data, activity, or fields can be easily merged or tagged for faster and more efficient searching.
Streamline day-to-day tasks with case and activity templates that your agents can use exactly as is or customize to fit their needs depending on the case.
Set clear expectations for your team and customers
Define SLAs with any metric you want to ensure customers know what to expect and agents know what’s expected of them. Prioritize cases based on business needs, manage workloads, and escalate time-sensitive cases to close cases faster and make customers happy.
With a dynamic stopwatch takes time zones, business hours, holidays, and activities, such as escalations, into account, customizing SLAs has never been easier.
Do YOU WANT TO SEE HOW IT WORKS?
Fill out the form below and we’ll show you how easy it is to use Supportbench to streamline processes for your agents, keep your customers happy, and grow your business.