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Comparison: Desk.com vs. Supportbench

It can be challenging to choose the right customer support software for your business. There are a lot of companies on the market to choose from, and multiple factors such as pricing, features, and scalability, to take into account.

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Supportbench Vs. Desk.com

There is no universal answer to which customer support software is the best. There are always pros and cons to any customer support solution. What suits one business may not be the best for you. It boils down to your unique business and individual needs. To help you make the most informed decision, we’ve compiled a comparison guide of two of the most comprehensive customer service support solutions in the market: Desk.com and Supportbench.

Whether you are a smaller business looking for a system to improve your workflow and streamline your service tickets or a growing enterprise that requires robust features that can help you scale, this comparison guide will help steer your decision-making process.

WHAT IS IN THIS COMPARISON?

This document details the different features that Desk.com and SupportBench offer in the following areas:
Communities
Communities
Customer support
Customer support
Integration and APIs
Integration and APIs
Agent licenses
Agent licenses
Channels
Channels
Case management
Case management
Supportbench’s feature set meets or exceeds their competitors, and comes in at a lower price. They save us over $500 per month.
Kevin Byers
Director of Operations, Payfirma

RESULTS

As you can see from the comparison tables, both Desk.com and Supportbench offer an extensive list of customer support features. While you likely won’t need every feature that’s out there, you should take the time to determine what is important for your business and your customers, as well as the type of support you want to offer. For example, if your customers lean more towards self-service, then it makes sense to select a provider with robust knowledge base offerings.

TOTAL SCORE

Supportbench

113

pts

desk.com

40

pts

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The scores are calculated by tallying up each of the features the support providers offer in the following categories: Customer Support, Agent Productivity, Licenses, Community, Communication Channels, and Integrations and API’s.

SUMMARY

Case management
Case management

While both Desk.com and Supportbench offer an impressive set of features to help you build a support workflow that works for you, Supportbench also offers additional features such as custom views, discussions, customization for CSAT surveys and NPS, calendars for each team, SLA management, and more.

Agent licenses
Agent licenses

Supportbench offers scaled pricing, which means you get access to all of the features regardless of how many licenses you have, and you only pay for the accounts that you need. Desk.com offers tiered pricing, which means that you get more features the more agents you have.

Customer support
Customer support

In addition to the customer support features that Desk.com offers, Supportbench also offers in-application chatting, so you can ask questions as you work.

Communities
Communities

Supportbench offers the ability to create multiple communities, forums, and reporting for knowledge bases in addition.

Security
Security

Supportbench is hosted on Microsoft Azure, offers the ability to choose your data center, and allows you to restrict access to certain data based on roles.

APIs and integrations
APIs and integrations

Supportbench can seamlessly sync cases, products, assets, and contacts with Salesforce.

Communication channels
Communication channels

Supportbench can sync with your live chat inquiries through integrations.

CONCLUSION

When choosing a customer support software, the two main factors businesses typically focus first on are pricing and features, but there are other considerations to take into account that are equally as important.

Can the solution seamlessly handle increased volumes of tickets and customers as you grow?

Is the software flexible enough to customize processes to how you want to work?

Can you customize and set specific SLAs to manage customer and employee expectations effectively?

Does it integrate with your existing business tools to form a cohesive system?

What type of self-service options does it allow you to offer your customers?

Are you able to leverage the collective knowledge of your team and grow your knowledge base over time?

WANT TO SEE A DEMO FIRST?

We’re always happy to show you our platform, answer any questions, and talk about how Supportbench can help you provide excellent customer support.

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    For more information visit supportbench.com