Everything about the customer profile menu options in TeamSupport


B2B Customer Support Software

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Everything about the customer profile menu options in TeamSupport

Video Transcript

Speakers in this video: Jimmy (GetApp) and Robert (TeamSupport)

Robert: This is a Details tab we're looking at. We have an ability to put custom fields here so our customers can track pretty much anything they want to about their customers. Again, great amount of information here. We can track pretty much anything they want to.

On the Contacts tab will show all the individual people we have in that particular company. We can click on one, go to that individual and open up their records. The tickets we show, all the tickets we can show again. Open tickets, closed tickets; everything else that we show. History of the tickets.

Notes should be a place we store just conversational notes about this particular customer. Files, we can show things like sale orders, system diagrams. Again, more information about our customers so it's at the agent's fingertips.

Products, we track the individual products that this particular company has. And again, we can click down and drill down, open up the product section about that particular product and see more information about that.

We also track Support Expiration and the status of that product as well. So we can use this to track Support Expirations and ... management as well which is a very powerful feature of TeamSupport.

We do have an Inventory module in TeamSupport. We can actually track physical inventory that has been shipped to or received back from our customer and also track ticket against them.

The Watercooler is our internal social network and this is conversations that our associated with his particular customer.

We also have a Ratings engine built into the system as well. So we have the ability to - everytime a ticket is closed, we'll send out a quick survey to our customers. Very simple three questions survey. Happy face, a mutual face of a frown face and ask for customers to click on one to rate that action.

In this case, we're looking at one interaction by this particular company that not a good one either. So this is not good. But to be able to look at ratings on a company basis, on an individual contact basis and of course, internally on a user basis as well.

Finally, we have a Calendar function. We can talk about it a little bit more but this would show just the Calendar items that are associated to this particular company.

One more thing I want to show you on the company section is a feature we have called Customer Insights. What this allows us to do is we go out and we mine ... accessible data sources primarily LinkedIn but we also look at potentially Facebook, Twitter and some other sources as well if we can't find ... information in LinkedIn.

We pulled a number of pieces of information down. First off, we pull the company logo. In this case, the very recognizable ... blue. We also pull the company description down as well and what we find is in many cases, companies will have - the sales department may have information about a company but the support department generally doesn't.

So this automatically pulls information in the TeamSupport. There are four of the support agents to understand more about that company. And again, we also put a logo up about the company as well.

On an individual contact basis, we'll go out and try to find the avatar or individual picture of that user and bring that into TeamSupport as well. So we'll track through customer insights about the customer information but also a contact information about the individual user as well.

So again, more information about our customers; we believe that's very powerful for our support agents to understand more about our customers.