Surfboard

4.6 (9)
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Support team scheduling, made simple.

About Surfboard

Surfboard is the first collaborative scheduling platform for customer support, allowing teams to set shift patterns based on forecasted demand, schedule an agent's individual activities (live chat, email, calls), and notify the team of any shift changes throughout the day.

Surfboard don't see customer support agents (they call them surfers) as metrics or numbers, like traditional workforce management platforms. They see them as human beings, and have built a scheduling platform that treats them as such.

The Surfboard product has four distinct elements; Forecasting, shift planning, employee scheduling, and communication.

Forecasting allows support teams to predict their support levels months in to the future by analysing historical ticket data and matching that with the level of coverage needed to ensure great customer experience.

Shift planning enables support teams to collaboratively set shift patterns that suit managers, surfers, and customers, without sacrificing the teams lifestyle, or jeopardising customer support levels.

Support leaders can schedule their teams to a granular level. Surfers can then view their weekly & daily schedules, and even see what activities and task they have at any given time throughout the day. Teams can even see who is working on what, and integrate their calendars with Surfboard to block out time for vacations, meetings, and anything else they need to add to their schedule.

Finally, tying all of this together is communication. Having integrated with Slack, Surfers get regular notifications before any of their tasks or activities are about to change, and can talk to their team about their schedule or whatever else they need to chat about. They can also see what their colleagues are working on, and what their schedule looks like.


Key benefits of Surfboard

Advanced forecasting

Customisable shift planning

Collaborative employee scheduling

Connections & Integrations

Messaging & notifications


Images

Surfboard Software - You don’t need any support from engineering to get started with Surfboard.  Surfboard seamlessly connects with your existing systems like HRIS, payroll & billing, CRM, ticketing, and time off, making it the single source of truth for your support team.
Surfboard Software - Surfboard forecasting lets support teams predict their level of future inbound requests with the ability to make adjustments based on changes in demand.  Accurately match support request levels with agent availability, ensuring your SLAs are met.
Surfboard Software - Automate scheduling so that you can spend time doing more meaningful work, like coaching your team or improving processes.  Effective intraday scheduling helps to reduce costs, save time, and meet SLAs a lot more easily.
Surfboard Software - Build shifts from scratch, suiting your teams unique needs and ensuring you’re staffed accordingly with the right coverage across your service.  On top of saving you time, good shift planning makes your teams life better.
Surfboard Software - Visualise and report on your customer support team’s performance and working hours with simple yet powerful reporting.  Celebrate your team’s wins and easily identify which surfers need additional support or training to reach their potential.
Surfboard Software - Your team can easily access Surfboard in the systems they already use day-to-day.  Surfboard’s Slack App sends surfers regular schedule notifications and our schedule calendar sync allows surfers to access their schedule wherever they need it.
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Surfboard Software - You don’t need any support from engineering to get started with Surfboard.  Surfboard seamlessly connects with your existing systems like HRIS, payroll & billing, CRM, ticketing, and time off, making it the single source of truth for your support team.
Surfboard Software - Surfboard forecasting lets support teams predict their level of future inbound requests with the ability to make adjustments based on changes in demand.  Accurately match support request levels with agent availability, ensuring your SLAs are met.
Surfboard Software - Automate scheduling so that you can spend time doing more meaningful work, like coaching your team or improving processes.  Effective intraday scheduling helps to reduce costs, save time, and meet SLAs a lot more easily.
Surfboard Software - Build shifts from scratch, suiting your teams unique needs and ensuring you’re staffed accordingly with the right coverage across your service.  On top of saving you time, good shift planning makes your teams life better.
Surfboard Software - Visualise and report on your customer support team’s performance and working hours with simple yet powerful reporting.  Celebrate your team’s wins and easily identify which surfers need additional support or training to reach their potential.
Surfboard Software - Your team can easily access Surfboard in the systems they already use day-to-day.  Surfboard’s Slack App sends surfers regular schedule notifications and our schedule calendar sync allows surfers to access their schedule wherever they need it.

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Reviews

Overall rating

4.6 /5
(9)
Value for Money
4.8/5
Features
4/5
Ease of Use
4.2/5
Customer Support Software
4.9/5

Already have Surfboard?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 9
Shannon
Overall rating
  • Industry: Financial Services Software
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Great, reliable product with smooth onboarding experience

Reviewed on 2023-01-24

Great product, great onboarding, amazing support and a real time saver!

Great product, great onboarding, amazing support and a real time saver!

Pros

Surfboard is just aesthetically pleasing, my team love the look, and I love the look. It makes identifying your Activities much easier when we can colour-coordinate them. The onboarding experience was smooth and fun, [sensitive content hidden] and the team made sure to tick every box and dot every i to make sure we were running smoothly and anything not going so well was resolved quickly.I love that it does most of the heavy lifting, meaning I can concentrate more on other tasks than having to monotonously schedule each day out, it gives me a lot of time back.

Cons

The only feature I have run into issues with is the "rescheduling" feature only allows for a full week to be rescheduled instead of 1 day or one person in the team. Although I understand why this is the case, to make sure that all areas of the Q are covered and shared fairly, I think for smaller teams we need more flexibility to change one person's shift without disrupting a full team's rota. I know a new feature may be in the works for this already, just showing again Surfboard attention to client needs.

caitlin
Overall rating
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

User friendly and customised workforce management

Reviewed on 2023-01-24

The team are very available and helpful, there is a lot on the roadmap and the product it always...

The team are very available and helpful, there is a lot on the roadmap and the product it always evolving in many ways to our needs. We've been really valued by the team and feedback has been taken onboard. Its been a gamechanger for our team in terms of our daily workflow and intraday management.

Pros

The product is easy to view and understand by our team and new features and improvements are constantly being made,

Cons

It still needs some work on the rescheduling function (in the works) to make real time changes more easily. Would be useful to be able to allign with budgeting for the forecasting area.

Florie
Overall rating
  • Industry: Retail
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 4.0 /10

Surfboard for CD review

Reviewed on 2023-01-24

Surfboard has helped us bring a clearer vision of the team and also activity needs. It has changed...

Surfboard has helped us bring a clearer vision of the team and also activity needs. It has changed the way we spread the team across different channels (phones, chats, emails, etc) and give much more structure to the day.

Pros

It's visually pleasing and the view of the day is clear. The support team is great and super reactive - they always take our feedback in consideration and work on quick fixes. I've seen so much improvement already since the day when we first used Surfboard to now, so I'm confident it will keep on improving.

Cons

it's quite tricky to get the algorithm to work exactly as we would love to. Often we see days where activities are not shared evenly between the team, some other activities are missing, etc.It still requires a lot of manual adjustments before we can solely follow the schedule. This is why I would be a bit hesitant to recommend it as it is now, as it is still quite time consuming to get the schedule accurate each day.

Phoenix
Overall rating
  • Industry: Consumer Goods
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

A breath of fresh air

Reviewed on 2023-01-24

Overall I've enjoyed this experience, it's saved managers hours each week and there is a marked...

Overall I've enjoyed this experience, it's saved managers hours each week and there is a marked improvement in team performance. Over time the tool has learned our habits and requires fewer manual edits over time.

Pros

The automation of tasking based on prior inbound tickets is a lifesaver. It takes the guesswork out of scheduling peoples' weeks and ensures they're where they need to be for our customers. Slack integration is also amazing, making sure the team are where they need to be and switching tasks on-time.

Cons

Having to create a calendar and invite a Surfboard email account to track holiday and OOO was a bit clunky but it's become easier over time as updates roll out regularly.

Maja
Overall rating
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Surfboard is a Must Have!

Reviewed on 2023-01-31

I would definitely recommend Surfboard- the platform and the people behind it are brilliant.

I would definitely recommend Surfboard- the platform and the people behind it are brilliant.

Pros

Surfboard has revolutionised our way of scheduling. It's easy to use for both admins and users, it offers great features and there are more on the way.The top releases for us are Slack integration for the Team and shift pattern rotation for the admins.

Cons

It would be great to be able to plan daily activities more than a week ahead but I know this is already in the works! We're also very keen to see reporting on the activities breakdown per surfer per month!

Showing 5 reviews of 9 Read all reviews

Surfboard FAQs

Below are some frequently asked questions for Surfboard.

Surfboard offers the following pricing plans:

  • Pricing model: Subscription
  • Free Trial: Not Available

Surfboard has the following typical customers:

11–50, 51–200, 201–500, 501–1,000

Surfboard supports the following languages:

English

Surfboard supports the following devices:

Surfboard integrates with the following applications:

Aircall, BambooHR, CharlieHR, Dixa, Google Calendar, Gusto, Intercom, Kustomer, Microsoft Outlook, Oyster, Payfit, Personio, SalesforceIQ Inbox, Slack, Twilio Flex, Workday HCM, Zendesk Suite

Surfboard offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Chat

Related categories

See all software categories found for Surfboard.