Supportbench VS Thena

Supportbench Pricing

Thena Pricing

Supportbench

• AI Customer Support: Utilizes AI for sentiment analysis, automated tagging, prioritization, predictive scoring, AI search, and automated article creation.
• Customer Management (CRM): Manages customer data, interactions, health scoring, assets, and relationships.
• Ticket Management: Centralizes customer cases from various channels with features like custom views, bulk responses, merging/splitting, and collision detection.
• Workflow Automation: Automates tasks, SLAs, escalations, assignments, and routing based on custom rules.
• Knowledge Base: Provides internal and external knowledge bases with structured content, permissions, customization, and AI suggestions.
• Analytics & Insights: Offers real-time dashboards, KPI scorecards, custom reports, and AI analysis for data-driven decisions.
• Omni-Channel Communication: Manages interactions via email, chat, social media, customer portals, and forms.
• SLA Management: Defines and tracks service level agreements with dynamic triggers and multi-level options.
• Escalation Management: Streamlines the process of escalating critical issues with defined workflows and templates.
• Customization & Integration: Offers customizable portals, workflows, roles, permissions, and native integrations.

Thena

• AI Tickets: Automatically converts customer messages into actionable support tickets.
• AI Custom Fields: Automatically applies custom fields to tickets for categorization.
• AI Summaries: Creates concise summaries and action items from conversations.
• AI Articles: Converts resolved tickets into help center articles.
• AI Insights: Delivers action-ready insights from support data.
• Multi-Channel Ticketing: Manages requests from Slack, MS Teams, Email, Web Chat, and Forms.
• Slack Integration: Deep integration for managing support directly within Slack.
• Kanban View: Provides a visual overview of support requests.
• SLA Management: Set and track response and resolution SLAs.
• CSAT Feedback: Collects instant post-resolution customer satisfaction feedback.
• Integrations: Connects with CRM (HubSpot, Salesforce), ticketing (Zendesk, Freshdesk), and project management tools (Jira, Linear).
• Broadcasts: Send product information and newsletters within Slack.
• Help Center: Create and manage a publicly hosted knowledge base.

Supportbench Use Cases

• Streamlining B2B customer support operations.
• Improving agent efficiency through automation and unified tools.
• Managing complex customer relationships and tracking health scores.
• Automating ticket routing, prioritization, and escalations.
• Ensuring compliance with Service Level Agreements (SLAs).
• Providing self-service options through customizable knowledge bases and portals.
• Gaining insights into customer sentiment and support performance.
• Centralizing communication across multiple channels.
• Scaling support operations for startups, SMBs, and enterprises.

Thena Use Cases

• Managing B2B customer support requests within Slack.
• Automating support ticket creation and categorization.
• Improving support team response and resolution times.
• Scaling customer support operations efficiently.
• Centralizing customer communication across multiple channels.
• Generating insights from customer support interactions.
• Creating and maintaining a self-service knowledge base.
• Managing internal team requests and helpdesk functions.
• Broadcasting updates and newsletters to customers in Slack.

Supportbench FAQs

• What Pricing Plans Does Supportbench Offer?

  Supportbench offers scalable pricing. Plans start with a base price. For teams over 15 agents, the cost increases by $2.50 per additional agent, up to a maximum of $150 per agent. Teams with 60 or more agents automatically transition to the Enterprise plan.
• Can I Change My Plan Later?

  Yes, Supportbench is designed to grow with your business. You can add or remove agents as needed and adjust your plan accordingly.
• Are There Any Hidden Costs or Setup Fees?

  There are no hidden costs or setup fees for the standard plans. Optional services like migration, training, and onboarding for larger organizations may incur determined costs.
• Do You Offer Discounts for Nonprofits or Educational Institutions?

  Yes, special pricing is available for nonprofit organizations and educational institutions. Contact the sales team for details.
• What Payment Methods Do You Accept?

  Supportbench accepts various payment methods, including credit cards and bank transfers. Specific needs can be discussed with their billing department.

Thena FAQs

• Do you offer monthly contracts?

  Our standard contracts require an annual commitment. Monthly contracts are available at an additional cost.
• What billing frequency options do you provide?

  For annual and longer-term contracts, you can choose from upfront or quarterly payment options.
• Do we get a Customer Success Manager?

  A dedicated Customer Success Manager is available for enterprise contracts.
• Are you SOC 2 Type 2 compliant?

  Yes, we are SOC 2 Type 2 compliant, with documentation provided during the sales process.
• Are you GDPR compliant?

  Yes, we are fully GDPR compliant. Required documentation is shared during the sales process.