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TeamSupport.com

Customer-Centric Customer Support Software
(based on 45 reviews)
  • 330 followers
  • 153 fans

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  • Collaboration features help multiple departments work together for customers.

  • Help desk solution uses data to better understand customer pain points.

  • Built for B2B software and technology companies of all sizes.

  • Integrated screen recordings allow customers to capture images from their own screens to explain issues.

  • Reporting tools help businesses gain deeper insight into their customers' needs.

TeamSupport.com Overview

A company's customers are its most valuable asset, which is why customer support plays such a critical role in the growth of businesses today. TeamSupport is a customer support solution that uses a combination of collaboration features and real-time data to understand where pain points are located. As a result, businesses are able to deliver support to customers before they're even aware that it's needed.

Built for B2B software and technology companies, TeamSupport provides customer support by enhancing internal collaboration and breaking down the barriers that can trip up most organizations. TeamSupport's most important features include advanced customer service portals, integrated screen recordings, real-time internal collaboration, built-in reporting tools, and multi-channel support.

TeamSupport Dashboard.

TeamSupport is a robust, yet easy to use collaborative customer service desk and help desk solution that improves collaboration between departments and customers so your support team can manage tickets at the customer level to deliver an outstanding customer experience. Think of it as your entire company working to support your customer’s entire company.

TeamSupport includes many advanced help desk features such as best-in-class reporting, advanced customer self-service portals, screen recordings, live chat, ticket management, ticket automation, and much more.

Your users can provide superior help desk support by working with other members of the support team as well as sales and other departments to address customer issues quickly and with the right solution. Our internal chat feature enables real-time discussions with any member of your team, no matter where they are located.

What is TeamSupport.com?

A web-based collaborative customer service solution, TeamSupport enables organizations to work together effectively to support their customers' needs. Rather than focusing exclusively on one-on-one customer communications, TeamSupport brings visibility into the picture and encourages full team collaboration to resolve ongoing issues. TeamSupport has developed a powerful user interface that puts all relevant customer data in one place.

Not only can TeamSupport help B2B software and technology companies better know their customers, but the software also improves support team productivity and enables full collaboration to solve issues in real-time. TeamSupport supports a flexible process flow, and the platform itself is designed in a way that is very intuitive and easy to use.

TeamSupport Customers module.

TeamSupport’s award winning cloud-based customer service and help desk software was designed for B2B technology companies, but any organization can benefit from our app.

Real-time Internal collaboration brings visibility to everyone on your team, enabling full collaboration to solve underlying issues, work in groups in ad-hoc conversations about customers or tickets, keep product developers and sales in the loop about customer issues.

Complete Customer Database allows you to see all customer interactions, not just individual tickets. This helps you manage the account at a company or contact level instead of just seeing a collection of tickets. When a customer contacts you, immediately see who else from that company has been in contact, what products they currently have, and manage your customers proactively instead of just reacting to help desk requests. Our related tickets feature even allows you to reference separate tickets to each other.

Fully Integrated Video feature allows you to send detailed instructions, or have your customer make screen recordings of their exact issue.

Intelligent Submission Deflection automatically suggests knowledgebase articles when your customer starts describing the problem, often solving the issue without having to create a new ticket

Advanced Customer Service Portal designed to fit right into your website and allows your customers to get answers 24/7: customers can submit and check up on their tickets, search the knowledgebase, add screen recordings/attach files, and participate in community forums. The collaborative wiki feature means that documents never get stale and anyone can update them as needed.

TeamSupport is extremely easy to use, and the default setups allow turn-key use so you can get started right away!

Who is TeamSupport.com For?

TeamSupport was developed for B2B software and technology companies with support and product teams. Any company that wants to better understand its customers and enhance internal collaboration can utilize TeamSupport's web-based platform, regardless of the size of the organization or the number of employees.

Intended Users
Large Enterprises, Mid Size Business, Non Profits, Small Business
Supported Countries
Australia, Canada, Europe, United Kingdom, United States
Supported Languages
English

TeamSupport.com Main Features

Creating a Customer Service Portal

Customer issues or questions can come in at any time, not just between the hours of 9 am and 5 pm, when support agents are in the office. With TeamSupport, organizations can create self-service portals where customers can help themselves—or each other—at any time, day or night.

The self-serve customer service portal you create with TeamSupport is easy to drop into your company website, so your customers feel right at home and not be directed to another location. Once integration is complete, customers can submit and check up on their tickets, and they can search the knowledgebase for answers to their own queries. Screen recordings and attached files can also help resolve lingering questions. TeamSupport offers community forums, along with a collaborative wiki feature that means documents never get stale and anyone can update them as needed.

Customer Service Portal.

Collaborating Internally with Colleagues

TeamSupport's WaterCooler feature allows for internal conversations between TeamSupport users. To understand this feature better, the company recommends users imagine a Facebook that only their internal staff can access. WaterCooler conversations can be tied to tickets, customers, products or groups. A post being tied to tangible items means the team can easily search and find past discussions about a ticket, customer, product, etc.

The next time you have a question about a particular ticket or customer, post your query to the internal WaterCooler. Your colleagues will be able to see your post, and they can respond back with advice, feedback or support. Agents can "like" each other's comments, which is a useful way to see which comments are the most helpful or provide the most information.

Internal networking in the WaterCooler.

Assigning Tickets to Groups

Groups are an important part of the TeamSupport structure. When tickets are assigned to a group, rather than to an individual, then all members of that group are notified. Organizations can create as many groups as they need, and individual users can belong to multiple groups.

When a ticket is created by a creator who isn't sure which who that ticket should be assigned to, Groups serve as a backup. Instead of guessing, and potentially selecting the wrong individual, the ticket creator can assign the ticket to a Group—usually, something like the Support, Product Development or Quality Assurance team. All members of that group will receive a notification, and any of those members can take ownership of the ticket.

Assigning tickets to groups.

Generating Real-Time Reports

TeamSupport puts real-time business intelligence capabilities at its users' fingertips. With robust built-in reports, users can access detailed metrics to gain deeper customer insights. Powerful reporting capabilities include filtering, report cloning, enhanced sorting and individual viewer functions. Rather than having to pay for a third-party reporting add on to obtain powerful metrics, TeamSupport users get it right out of the box.

To get the most from TeamSupport, you can create detailed reports by summary, chart or graph. Custom dashboard views also let you showcase the information you need.

TeamSupport's built-in reporting feature.

Consolidating Customer Interactions

TeamSupport enables users to consolidate all customer interactions. Information such as which other issues a customer has been having recently, who else has been contacting the business, and which other products the customer currently owns are all accessible through the TeamSupport system.

Quickly access every request or issue that a customer has made to your support department or help desk. With TeamSupport, you're able to run reports to identify which customers are requiring the most time from your team members. These reports also make it possible to understand customers in a holistic manner. As a result, rather than seeing your customers as a collecting of individual tickets and support requests, you begin to get a more complete picture of what's really going on. TeamSupport integrates with SalesForce, Oracle Fusion, and other CRM systems, which means that data can easily be synced between the systems.

Customer Database

Handling Product Management

It's incredibly important that service, sales, and management teams know which products their customers are using. TeamSupport enables its users to understand not only which products their customers are using, but also which versions they are using. An unlimited number of products and versions can be associated with each individual customer.

Link specific product versions to a customer and a ticket through TeamSupport. Every product within the Products section should be defined by your company's development/product management team, since doing so will allow you to generate reports that are based on the actual products and versions that your customers are using. You'll also be able to see which tickets are associated with which versions of your product.

Product Management

Tracking Physical Assets

Track physical inventory (assets) that have been shipped to customers through TeamSupport’s Inventory module. TeamSupport has also made it possible to associate assets to tickets, which makes for easier issue tracking.

TeamSupport's inventory section includes room for assigned assets and unassigned assets, which are assets that haven't shipped, but are available in the warehouse. It also includes space for junkyard assets, which are assets that are no longer functioning.

Inventory Management

  • Real-Time Internal Collaboration
  • Product & Inventory Tracking
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • Easy to Implement
  • Integrated Screen Recordings
  • Completely Customizable
  • Ticket Automation, Escalation, Time Tracking
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Software Version & Asset Tracking
  • Flexible and Intuitive
  • Email-To-Ticket, Live Chat, Multi-Channel Support
  • Tagging & Ticket Queues
  • Intelligent Ticket Deflection
  • SLA Management
  • Ticket Collision Prevention
  • Easy to Use Mobile Version
  • Advanced Customer Portal, KnowledgeBase, Forums
  • Collaborative Wiki
  • Powerful Rights Management
  • REST API

Screenshots

Screenshot #1 of TeamSupport.com (Best In Class Reporting)
Screenshot #2 of TeamSupport.com (Customer Self-Service Portal)
Screenshot #3 of TeamSupport.com (Customer Chat)
Screenshot #4 of TeamSupport.com (Internal Collaboration)
Screenshot #5 of TeamSupport.com (Ticket Automation)
Screenshot #6 of TeamSupport.com (Inventory Management)
Screenshot #7 of TeamSupport.com (Help Desk Ticket Grid)
Screenshot #8 of TeamSupport.com (Customer Support Knowledgebase (KB))
Screenshot #9 of TeamSupport.com (User Rights Management)
Screenshot #10 of TeamSupport.com (Customer Support Dashboard)
Screenshot #11 of TeamSupport.com (Ticket View)
Screenshot #12 of TeamSupport.com (Customer Management)
Screenshot #13 of TeamSupport.com (Tagging)
Screenshot #14 of TeamSupport.com (Asset Management)
Screenshot #15 of TeamSupport.com (Group Tickets)
Screenshot #16 of TeamSupport.com (Contact Details)
Screenshot #17 of TeamSupport.com (Customer Details)
Screenshot #18 of TeamSupport.com (Product Management)
Demo    

Specifications

Devices Supported
Android, iPhone-iPad, Linux, Mac, Mobile Web App, RIM-BlackBerry, Web-based, Windows, Windows Phone
Supported Platforms
Open API, Salesforce
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

TeamSupport.com Integrations

TeamSupport offers advanced native integrations with a number of apps, including Salesforce, Highrise, Zoho, Oracle Fusion, Jira, Beanstalk, Mailchimp, Dropbox and NiceReply. TeamSupport is also on the Zapier platform, which allows customers to connect the various web apps they use day-to-day. Lastly, TeamSupport has a robust REST API for users who need custom workflow functionality between multiple apps.

TeamSupport.com Pricing

TeamSupport offers two plans, starting at $30 per user, per month. Free trials are available, as well. Customers can pay monthly by credit card, or they can opt to be invoiced for 6 or 12 months in advance to receive a discount

Starting from: $30.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Support Desk : $30/month per user*
Enterprise: $40/month per user*
*with annual or biannual billing

Payments may be made monthly, biannually or annually

Free trial - no credit card required

All plans include unlimited support & training, and no implementation charges

Benefits

With TeamSupport, your teams will communicate and collaborate better, issues will be resolved faster and your customers will be much happier! Our unique software solution is built with B2B technology companies in mind, including Product & Inventory tracking features.

Manage customers as a company, not just on a tickets by ticket basis.

Improve resolution time and make sure no issues fall through the cracks.

Stop relying on email and let everyone on your team see everything that is happening in one place.

Identify patterns and flag customers who might be at risk due to high volume of ticket requests.

A web-based Customer Service & Help Desk application, TeamSupport is a powerful customer support suite & ticketing system with a focus on collaboration.

TeamSupport helps you:

(1) Decrease ticket resolution time.
(2) Work more effectively as a team.
(3) Better understand your customers both as individuals and at a company level.
(4) Improve Support Team Productivity



Verified
Reviewer

TeamSupport ROCKS!!!

Dawn Kirby, Computer Consultant at ATG18th of August 11:22

I have worked with several different customer support software packages and TeamSupport is by far the most configurable and easy the learn. With 80% of our support staff being remote employees, TS keeps our whole department informed and makes communication amongst us seamless – we could not do without it. I love the fact that they listen to their customer base and are amenable to making enhancements to the product. Their webinars are not only informative, but entertaining, as well. You guys ROCK – keep up the good work!!

Read all reviews for TeamSupport.com



Verified
Reviewer

Team Support Review

Jennifer Covill, Administrative Assistant at Cobalt Digital12th of August 08:44

Team Support has helped with our company in more ways than one.

Read all reviews for TeamSupport.com



Verified
Reviewer

TeamSupport has streamlined our customer service

Tom Maxwell, Trainer and Community Builder.11th of August 10:43

We use team support for nearly all aspects of our customer service interactions. From customer support calls, to tracking feature requests. In all instances, TeamSupport has proved itself time and time again. Not only that, TeamSupports own support is great at providing solutions in a timely manner.

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Verified
Reviewer

Teamsupport consistently delivers

Neal Blumberg, Creative Technical Support Director11th of August 10:09

I have been a customer of Teamsupport for several years now. They have consistently provided a product that is essential to the effective running of my department. In addition, they continue to improve and provide features which are extremely useful and powerful.

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Verified
Reviewer

The right tool for the job!

Greg Lehmann, --11th of August 09:38

Our organization has used TeamSupport for over 4 years now. It is nice when the tool you have chosen to invest in proves to be exactly as you would have hoped. The Knowledge Base functionality and easy collaboration tools, make TeamSupport a piece of software our company could not live without

Read all reviews for TeamSupport.com


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