What is SupportBee?
SupportBee is a comprehensive help desk ticket software designed to enhance customer support operations by fostering maximum collaboration among support teams. It converts email into a robust customer support system, allowing organizations to manage support emails efficiently from a single inbox.
Key Features and Functionality
Email Ticketing and Collaboration
SupportBee enables teams to manage tickets systematically, assigning them to specific agents or teams. It features a shared inbox where team members can collaborate effortlessly, assign tickets, and engage in private discussions via comments to resolve issues without involving customers in the internal communication.
Ticket Management
The software includes advanced ticket management features such as ticket merging, ticket labels, and custom fields. Users can categorize tickets as archived, unanswered, or answered, and use filters and automations to streamline workflows.
Knowledge Base and Self-Service Portal
SupportBee comes with a built-in knowledge base (KBee) that empowers customers to find answers independently, reducing the workload on support teams and improving response times. Additionally, it offers a customer portal where customers can access their support history and interact with the support team.
Automation and Custom Workflows
The platform allows users to automate workflows using filters and custom workflows, which helps in managing tickets more efficiently. It also supports Service Level Agreements (SLAs) to ensure timely responses to customer queries.
Reporting and Analytics
SupportBee provides in-depth reporting and analytics, enabling teams to generate KPI reports and customer satisfaction surveys. This helps in evaluating the performance of the support team and identifying areas for improvement.
Integrations and Customizations
The software supports third-party integrations with a wide range of applications such as Slack, Asana, Zoho CRM, Trello, JIRA, and more. It also offers customizable branding, multi-brand support, and API access for further integration and customization.
Additional Features
- Snippets and Canned Responses: For quick responses to common queries.
- Customer Interaction History: To track customer interactions and support history.
- HTML Email Rendering: To enhance the appearance of support emails.
- Mobile Access: Ensuring support teams can manage tickets on the go.
- Two-Factor Authentication: For enhanced security.
Pricing
SupportBee offers two main pricing plans:
- Startup Plan: $15 per user per month, including unlimited email inboxes/tickets, customer management, snippets, filters, and basic integrations.
- Pro Plan: $20 per user per month, which includes all features from the Startup plan plus additional features like enterprise integrations, business hours, and customer portal software.
Conclusion
SupportBee is a robust and user-friendly help desk solution that streamlines customer support processes, enhances team collaboration, and improves customer satisfaction. With its extensive range of features, seamless integrations, and competitive pricing, it is an ideal choice for businesses of all sizes aiming to elevate their customer support operations.