TeamSupport

TeamSupport is an online customer service software solution which enables agents to collaborate easily and organizations to manage an efficient customer support system. There are many features available but it's the transparency possible between agents on your team that differentiates it most from other similar software I've researched so far. Though TeamSupport does have a number of cool integrations which make it a leader in this regard also like MailChimp, SalesForce, Zoho, Zapier, Facebook, Hubspot, HighRise, Jira and more. I found the user interface well setup considering the amount of functionality it contains. And there are static tutorials pinned inside your account which you can simply close once you've learned the bit it's about. I found this very helpful to get my head around the major aspects easily. Support issues are all updated in real time with a self service portal available anytime of the day to agents. You can also create groups to which you can assign specific tickets but have members of the group notified which could very well be useful in certain situations. I like the agents can assign ownership of tickets themselves as well. The reporting is quite solid with the ability to clone reports and with filtering and sorting options. The reporting can be visual as well with the ability to create charts and graphs for your data. TeamSupport can integrate with various CRM's which is great including Oracle, SalesForce among others. You can define tickets by product and versions which is great for organizational purposes. With the ability to link physical tracking and other helpful information to make issue tracking easier too. You can edit and customize dashboards to suit you. The auto-reply function is cool too where you can create and send pre-made responses to common issues. Team Support also provides the ability to track time and effort for any particular issue or enhancement. This allows us to pull together a month end report of total support hours provided so we can bill our customers. This has saved internal staff time pulling together these hours. Team Support is very simple to use. For both agencies and end users of the company that utilize this product, the training time to understand how the portal works the features of the product is minimal. In addition, Team Support has done a fabulous job design the portal to allow for customization and configurations based on what the agency needs from the tool. My company actually utilizes the tool beyond its original objectives and target audience. We are able to manage software development life cycle for internal staff while at the same time provide external customer support.

The main menu does seem a bit cluttered; components like the Water Cooler for me are too much and simply not necessary. I would rather have a cleaner dashboard without it. You can create a wiki and knowledge base which is great. But to me the Wiki is another module I would remove to have a cleaner dashboard and streamline efficiency but I don't see the option to customize the menu in my so far in my account. TeamSupport focuses on B2B customer support and in that they are specializing which makes it a better option than most for this purpose. In that they specialize and focus on this in their branding they are somewhat limiting their possible targeting market because it's a powerful solution which could easily suit other industries with the right tweaking. For example, I read one usage of TeamSupport as a internal software development collaboration tool while the same company was doing external customer support at the same time. Advanced queries would be a useful option for tech savvy users. Color coding tickets according to various stages or urgency levels would be an easy update to implement so agents with this preference can be more organized and therefore increase their productivity. Pricing for TeamSupport is middle of the pack so far based on my research.

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.