Review on ServiceBench by Sean Zamora

The ability to manage an entire customer service team in one place, and track their performance with analytics. Having all our CSRs in one place is ideal for efficiency purposes. Also having access to insights about customer satisfaction from surveys helps us continually improve our processes. I wish there was a way to add more custom fields to the survey questions. It would have been nice to be able to create new categories or sub-categories of questions as they come up instead of creating a new survey every single time. We use Servicebench to help streamline our CSR process. It has significantly improved our productivity and allowed us to focus on providing great customer service.