What is SupportBee?
SupportBee is a web-based customer support and help desk ticketing system designed to enhance and streamline customer service operations for businesses of all sizes, including startups, SMEs, and enterprises. It converts traditional email inboxes into a robust customer support system, facilitating efficient management and organization of support emails.
Key Features and Functionality
Email Ticketing and Collaboration
SupportBee offers a shared inbox that allows teams to collaborate effortlessly on customer support emails. This feature enables agents to assign tickets, categorize them as archived, unanswered, or answered, and engage in private discussions via comments to resolve issues efficiently.
Knowledge Base
The software includes a comprehensive knowledge base tool, KBee, which allows businesses to create, manage, and organize multiple documentation and FAQ sites. This feature includes a rich text editor, powerful search functionality, and the ability to upload files such as PDFs, ebooks, and images. It also enables embedding the knowledge base directly into the company’s website or app.
Customer Portal
SupportBee provides a customer portal where customers can access knowledge base articles, track their support tickets, and interact with the support team. This portal can be customized to fit the brand’s identity and is accessible to customer groups.
Automation and Custom Workflows
The system supports automations and custom workflows, allowing businesses to set up filters, automate ticket assignments, and use snippets to answer common queries quickly. It also includes features like ticket labels, custom fields, and service level agreements (SLAs) to manage support processes effectively.
Reporting and Analytics
SupportBee offers in-depth reporting and analytics tools to help businesses track key performance indicators (KPIs), customer satisfaction ratings, and other critical metrics. This data helps in making strategic decisions and improving overall customer service.
Integrations
The software supports a wide range of third-party integrations, including Slack, Basecamp, Asana, Zoho CRM, Trello, JIRA, and many more. These integrations enhance the functionality of SupportBee and allow for a more cohesive system.
Mobile Access and Multi-Brand Support
SupportBee is accessible across desktops, mobile devices, and existing email clients, ensuring flexibility and convenience. It also supports multi-brand operations, allowing businesses to manage multiple brands from a single account.
Security and Compliance
The platform includes features such as two-factor authentication, audit trails, and API access to ensure data security and compliance. These features are crucial for maintaining the integrity and confidentiality of customer data.
User-Friendly Interface
SupportBee is known for its user-friendly interface, which mimics the simplicity of email and requires minimal setup. This makes it easy for teams to get started quickly without needing extensive technical assistance.
Pricing
SupportBee offers two main pricing plans:
- Startup Plan: $15 per user per month, which includes unlimited email inboxes/tickets, customer management, snippets, filters, customer satisfaction ratings, two-factor authentication, API access, and basic integrations.
- Enterprise Plan: $20 per user per month, which includes all the features of the Startup plan plus additional features like enterprise integrations, business hours, customer portal software, and portal access for customer groups.
Both plans come with a 14-day free trial, allowing businesses to test the software before committing to a subscription.