TeamSupport

Simplicity. After having dealt with many very expensive CRM solutions, and having to work with their development teams to add functionality and custom features, experiencing a nightmare of glitches and losing track of important incidents - I was fairly certain that the old FileMaker or a notepad would be easier. I was absolutely stunned rigid when I started using TeamSupport. Everything was just there, and so was their service! I was impressed that they are accessible and stand behind this brilliant product though I rarely need any help.

The only thing I experience with TeamSupport which can be frustrating may not even be a TeamSupport issue. But sometimes when I am working fast and switching to different views or tickets it gets slow to refresh. There have been cases where I've had to just reopen a new browser window. Also, I think the Rating system for users may not be as effective as it could be. For instance, the user should have to categorize his issue.

Good Tech Support brings tremendous value to any Hi Tech company. Having a simple portal where the customer who is often agitated can feel comfortable submitting an issue, and get responsive solutions from the KB with the human touch is far more valuable than just sending them to an FAQ to dig around. Tracking these issues, flagging them and triaging them is a breeze. So is customizing fields, doing effective reports and tools to improve your service are all features I would not expect to be available for me to set up.