TeamSupport.com Pricing, Features, Reviews & Comparison of Alternatives

TeamSupport.com Reviews

TeamSupport.com

B2B Customer Support Software

4.47/5 (460 reviews)
3,739     4,503

Cloud-based customer service and help desk software designed for B2B technology and software companies and organizations with external facing customer support.

Complete Customer Database allows you to see all customer interactions, not just individual tickets. Manage customers 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. Related tickets feature even allows you to reference separate tickets to each other.

Real-time Internal collaboration brings visibility to everyone on your team, so you can solve more complicated issues, share information about customers or tickets, keep product developers and sales in the loop for better incident management.

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 knowledge base 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 so your customers can get answers 24/7: customers can submit and check up on tickets, search the knowledge base, add screen recordings/attach files, and participate in community forums.

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

TeamSupport.com Reviews (460)

Latest reviews

 Long time customers

TeamSupport has been a great tool for us. The dashboard really makes it easy to see my team stats from a very high level. The ticket automation is amazing really cuts back on time. They are constantly looking for advice on how to make the product better.

Read the full review
Reviewed 4 days ago by John Clark

 

 Happy New Customer

We chose TeamSupport over the competition because it was a solution specifically designed for B2B support. The competition simply couldn't offer a comparable product out of the box for our business need. The implementation process was remarkably smooth for the speed in which we needed. The ...

Read the full review
Reviewed 4 days ago by Bob Welch

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TeamSupport.com Pricing

Starting from: $40.00/month

Pricing model: Subscription

Free Trial: Available (No Credit Card required)

Support Desk : $40/month per user*
Enterprise: $55/month per user*
*with annual billing

Payments may be made monthly or annually

Free trial - no credit card required

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

View Pricing Plans

Key Features of TeamSupport.com

  • Product & Inventory Tracking
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • Easy to Implement, Flexible and Intuitive
  • Integrated Screen Recordings
  • Completely Customizable
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Software Version & Asset Tracking
  • Full Text Search
  • 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
  • Real-Time Internal Collaboration & Wiki
  • Powerful Rights Management
  • REST API

TeamSupport.com Screenshots (24)

TeamSupport.com screenshot: TeamSupport's comprehensive Customer Database is built for B2B - so you can manage your customers at the company level and not just ticket by ticket. TeamSupport.com screenshot: TeamSupport helps you track important Customer details, like number of open and closed tickets, Customer Distress Index, contacts, products & inventory, and so much more - all at the customer level!TeamSupport.com screenshot: TeamSupport offers an innovative Customer Distress Index that lets you know which customers are potentially at risk based on several metrics such as # of open tickets and average time to closeTeamSupport.com screenshot: TeamSupport's built-in Customer Alerts let you share information quickly and easily with everyone in the organization - from important notices to flagging VIP customersTeamSupport.com screenshot: TeamSupport shows contacts by Customer so you don't have to dig through ticket by ticketTeamSupport.com screenshot: TeamSupport has a robust contact database so your agents can see full details, including past interactions, on any customer contact they are working withTeamSupport.com screenshot: TeamSupport easy to use Ticket View shows full ticket history, customer and contact detail for maximum agent efficiencyTeamSupport.com screenshot: TeamSupport's built-in Screen Recording functionality lets agents and users record their screen to show exactly what the problem (or solution) is, and reduce delays related to miscommunicationTeamSupport.com screenshot: TeamSupport's proprietary VideoView offers built-in Video Recording so your customers and agents can communicate more effectively - imagine a video tutorial on how to fix a complex technical issue!TeamSupport.com screenshot: TeamSupport's powerful Internal Collaboration tools like the Water Cooler lets teams work together to solve issues faster, and new employees get access to the knowledge of the whole team in one easy to use systemTeamSupport.com screenshot: TeamSupport's robust Ticket Automation features increase efficiency by setting rules to route tickets, take action on tickets, or even notify certain users.TeamSupport.com screenshot: TeamSupport helps you keep track of products and versions and assign them to specific customers or users, so your support team can provide better support and your developers can track bugs. Product Lines keep track of multiple brands or divisionsTeamSupport.com screenshot: TeamSupport offers Inventory tracking and management so you can keep track of inventoryTeamSupport.com screenshot: TeamSupport Enterprise edition offers Asset Management so you can keep track of all inventoryTeamSupport.com screenshot: TeamSupport includes 100s of native reports as well as Custom Dashboards & Reports so you can get exactly the information and metrics you need for better customer supportTeamSupport.com screenshot: Customer Insights feed data into TeamSupport to give you a better understanding of your customers both as a company and as individualsTeamSupport.com screenshot: TeamSupport help desk software includes Ticket Collision Prevention so you never have to worry about agents working the same issue at the same time, and agents can collaborate directly within the system to help solve tickets fasterTeamSupport.com screenshot: TeamSupport's responsive Customer Hub is great for Self-Service support. Customers can access current and past tickets, submit new tickets, or search the knowledge baseTeamSupport.com screenshot: TeamSupport includes native Live Chat functionality for your customersTeamSupport.com screenshot: TeamSupport's Knowledge Base can be used both internally and externally. You can also customize it based on which products or versions your customers are using.TeamSupport.com screenshot: TeamSupport's built-in ticket deflection reduces the number of incoming tickets for your agentsTeamSupport.com screenshot: TeamSupport's customizable Ticket Grid shows all tickets by open, closed, or groupTeamSupport.com screenshot: TeamSupport is collaborative customer support software, so you can assign tickets to Groups for faster ticket resolutionTeamSupport.com screenshot: TeamSupport offers User Rights Management so you can control who has access to what information based on title, group, or even at an account or customer level

Specifications

Intended Users
Large Enterprises, Mid Size Business, Non Profits, Small Business
Devices Supported
Linux, Mac, Windows, Web-based, Windows Phone, Mobile Web App
Supported Countries
Australia, Canada, Europe, Germany, India, Mexico, United Kingdom, United States
Supported Languages
English
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

Alternatives to TeamSupport.com

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

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.

Read the full GetApp Analysis

Videos

TeamSupport.com Category Leaders

Reviews
Integrations
Mobile
Media
Security

#11 in Customer Service

View full ranking
62
17
15
4
8
18

#11 in Help Desk & Ticketing

View full ranking
63
17
16
4
8
18

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
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John Clark

Long time customers

22/03/2017

TeamSupport has been a great tool for us. The dashboard really makes it easy to see my team stats from a very high level. The ticket automation is amazing really cuts back on time. They are constantly looking for advice on how to make the product better.

Pros

Ease of you use. Up time

Cons

Customer support could use some improvement

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering TeamSupport.com

This tool has really made our job easier. We were using a home grown system and migrating our data to the new system was super easy.

Source: Capterra
Helpful?   Yes   No
Read more
Bob Welch

Happy New Customer

22/03/2017

We chose TeamSupport over the competition because it was a solution specifically designed for B2B support. The competition simply couldn't offer a comparable product out of the box for our business need. The implementation process was remarkably smooth for the speed in which we needed. The training team really helped us hit the ground running and minimizing errors upon our go-live date. Their support team are fast and thorough in their responses and really take the time to truly understand our individual needs as a company and help us be successful with supporting our own customers. Great Product!

Pros

See my Summary

Cons

With any new implementation, there are

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Raymond Kerollis

TeamSupport Organized our Support

22/03/2017

We did not have a ticketing system to support our hundreds of clients. Since the day we implemented TeamSupport in 2014 our customer appreciation has increased exponentially. It also has allowed us to track, resolve and develop new and better solutions! Information and Control is power and TeamSupport provides that to us!

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Hope Thatcher

Great for Tracking

22/03/2017

Team Support has given us the ability to track hours and types of calls we were getting. It allows us to see a trend by having the issues stored all in one area so that we can run a report based on customer or by overall tickets. We can create reports easily and filter based upon subjects we need to focus in on. Great tracking tool for our business.

Pros

The ability to have everything in a central area in order to track easily

Cons

Would like to see an additional front end filter that does not place Articles being written in with the overall tickets being worked. This still can be filtered but for management it adds additional tickets to the overview. Not a bad thing just a convenience point

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10

Recommendations to others considering TeamSupport.com

Learn how to use the reporting tool. It helps greatly.

Source: Capterra
Helpful?   Yes   No
Read more
Sandi Olson

Streamlined our Support and Improved Customer Experience

20/03/2017

Prior to using Team Support our Support department worked tickets through Outlook - I can't even imagine it now!! We had absolutely no visibility within our Team and collaboration was not possible. Since implementing Team Support we have been able to grow our department in line with our company growth and all the while adding additional support options, like chat, to our offerings. This is absolutely paramount in our success as a SAAS in a very competitive industry. Our Team is now able to work together in shift groups sharing the queue, communicate with each other using the water cooler feature, see when volume is high and they need to jump in, and so much more! The reporting offered with Zoho allows us incredible insight into our volume trends which has streamlined our staffing/scheduling. The Team Support team is incredibly responsive and takes ownership of any issues making sure that they are brought to an efficient resolution. I can't say enough about this software - I highly recommend it!

Pros

visibility allowing for collaboration, reporting, multi channel support offerings

Cons

Formatting within tickets could use some improvement.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jezzle Rios

Team Support is Great!

20/03/2017

I've been using eSupport for the past year and I find it very easy to use and very responsive. I like the simplicity of the GUI too

Pros

Easy to use. Simple GUI

Cons

I like that my home screen is customizable but I couldnt figure out how to do the filtering of results at first

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

8/10

Recommendations to others considering TeamSupport.com

Not really.. just enjoy

Source: Capterra
Helpful?   Yes   No
Read more
Lisa Dillon

Accolades ofr TeamSupport

20/03/2017

For my very first use, I had no issues. It is definitely user friendly. I would highly recommend this site.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Catherine C.

Easy to learn

20/03/2017

I'm a new user of TeamSupport and found the software to be intuitive and it is easy to learn to work with it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Ed Holland

Team support does more than team support

20/03/2017

We use TS for more than customer support work. Custom ticket types allowed us to keep a central database of many types of data and events, and the report structure lets us keep track of these easily.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Alexandra Allen

Team Support Review

20/03/2017

My company uses Team Support for our task management system and have been extremely useful with delegating tasks and requests for our customer base. It is an effective way of reviewing history for each client's requests and updates. The Knowledge Base tool within Team Support is a great place to have documents with internal tutorials for the company to utilize.

Pros

the ease of delegating tasks to others in the company and the ability to access everything that has been put in place for a client.

Cons

nothing really!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more

GetApp Analysis

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

Bottom Line

  • 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.

Frequently used together