TeamSupport

The “Humpty-Dumpty” nature of the call center ticket system describes when a mass of customer tickets that appear unrelated, but are actually pieces of one customer’s whole body of concerns. (I coined this term just now. Impressed?) This “Humpty-Dumpty” vulnerability of the ticket system is what TeamSupport’s B2B customer support software and Help Desk software aptly resolves. Unlike legacy call center software, TeamSupport’s solution is not just ticket-centric, it is customer-centric (Holistic). And makes the call center business and all agents aware of the customer’s situation. TeamSupport’s easy to use software enables your call agents to act like a team that takes care of each customer, not just random, individual, and unrelated tickets.

My top gripe is TeamSupport’s pricing structure. It appears expensive to me and exploits the fundamental purpose and make-up of all call centers; that is, call centers are business ventures that leverage technology and pools of call agents to handle customer support for other companies. And in some large companies, an internal call center (Help Desk) is warranted. TeamSupport charges monthly rates, discounted if pre-paid annually as follows: Support Desk (their product for internal help desk and end customer support) is $50/month or $480/year. Enterprise (their product designed for tech company issue tracking) is $65/month or $660/year...

The spreading out of multiple customer concerns via the ticket system across a pool of available call agents keeps the customer’s total welfare in the call center’s blind-spot. When one agent successfully completes a ticket, but is unaware that the customer has other tickets with other agents, the agent (and the call center business) gets a false sense of closure; while the customer still has unresolved concerns. TeamSupport is the solution for this wide-spread “Humpty-Dumpty” problem in the call center space.