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Comparison: Freshdesk 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. Freshdesk

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 customer support solutions in the market: Supportbench and Freshdesk.

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 Freshdesk and SupportBench offer in the following areas:
Support
Support
Case management
Case management
Case automation
Case automation
SLA management
SLA management
Knowledge base
Knowledge base
Community
Community
Customer surveys
Customer surveys
Calendaring
Calendaring
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, both Freshdesk and Supportbench offer many customer support features. To figure out which support software is best for you requires determining 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

69

pts

FRESHDESK

31

pts

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The scores are calculated by tallying up each of the features the support providers offer in the following categories: Support, Case management, Case automation, SLA management, Knowledge base, Community, Customer surveys, Calendaring, Analytics, Mobile apps and Security.

SUMMARY

Support
Support

Both Supportbench and Freshdesk offer email/phone support and customer portal but Supportbench also offers additional help with rollout assistance and monthly check-ins.

Case management
Case management

In addition to the case management features that Freshdesk offers, Supportbench also offers a consolidated channel view, case notifications, watchers, customizable activity types, case discussions, 360 views, and case event trails and more.

Case automation
Case automation

Supportbench and Freshdesk both offer event-triggered workflows but Supportbench’s workflows are also schedule and time-triggered.

SLA management
SLA management

Both support providers offer workflow-triggered SLA pre and post violation but Supportbench has the added features of advance SLA assignment, multiple SLA policies, multiple business hours assigned by team and queues, as well the ability to stop the SLA clock on calendar events such as holidays.

Knowledge base
Knowledge base

Supportbench and Freshdesk both offer the ability to create articles from case activities and to see the analytics on articles and usage. Supportbench also offers extras such as auto-expiry, article relation to cases, publishing access based on roles, and more.

Community
Community

Supportbench and Freshdesk are matched in the features they offer for community, both offering multiple communities, liquid templates, knowledge bases, user forums, and case management.

Customer surveys
Customer surveys

Both offer response-triggered workflows for customer surveys but with Supportbench, you can also send customized and scheduled surveys, get real-time NPS scores, create custom questions, and more.

Calendaring
Calendaring

Supportbench offers the ability to create case, agent, team, and global calendars, as well as to create events triggered by workflows.

Analytics
Analytics

Supportbench and Freshdesk are matched in the features they offer for analytics, both offering a real-time team and global dashboard, case history pivoting, and knowledge base and forum reporting and statistics.

Mobile apps
Mobile apps

Both support providers offer case management, policy enforcement, and push notifications on their Android and iOS apps, but Supportbench also offers recently accessed items, as well as company and contact management.

Security
Security

Supportbench and Freshdesk both offer infrastructure security and data redundancy, with Supportbench also offering role-based access, isolated database, unique account encryption keys, and selectable data centers.

Pricing
Pricing

Both Supportbench and Freshdesk follow a per agent pricing structure. With that structure, Supportbench is more affordable for small to medium-sized businesses, up to a certain point. Freshdesk is better suited for enterprise business. As evidenced by our pricing matrix, companies will start to save money with Freshdesk instead once they need more than 100 agent licenses.

CONCLUSION

When choosing a customer support software, the two main factors businesses typically focus first on are features and pricing, 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