TeamSupport REVIEW

Customer Support Software

11 user reviews
USER SATISFACTION 99%
OUR SCORE 9.1

What is TeamSupport?

TeamSupport is a complete customer support suite that enables you to communicate and collaborate more effectively, streamline relationships between all departments, and manage resources and clients towards a more accurate and faster customer support response. With an array of advanced functionalities, Team Support helps your whole business to operate as a single unit, in particular while addressing customer concerns. For instance, your support team can work collaboratively with sales, technical or finance groups for superior customer feedback. Integrations won’t be a concern either, as the system connects easily to MailChimp, Zoho Reports, Dropbox, and many other apps.

With its cloud-hosting plans and scalable features, the help desk software is targeted at B2B software industry for both small businesses and large enterprises. Some of its top features include: best-in-class reporting, advanced customer self-service portals, screen recordings, live chat, ticket management, and ticket automation. Likewise, TeamSupport’s internal chat allows real-time conversations with your support team wherever they are located. Its mobile version is compatible with major mobile platforms, such as, iOS, Android, BlackBerry, and Windows Phone.

TeamSupport is particularly recommended to small businesses and startups with no service delivery experience, as it provides one of the neatest, best-designed and intuitive interfaces that takes no time to learn. In case you have a question or need to address an issue for fixing, TeamSupport will offer knowledgeable technical assistance for you to maximize the value of their product. What is even better is that TeamSupport is hosted entirely in cloud, which means you don’t have to worry about complex installations or maintenance and updating issues. Our experts also recommend it because of its reasonable price, as plans start as low as $40 a month.

Overview of TeamSupport Benefits

The reason why helpdesk and customer support is such a competitive software arena is the creativity certain vendors invest into producing the most personalized interaction experience. This is exactly what TeamSupport is aiming to achieve, balancing neatly between form and function, and delivering service that is as good for startups as it is for established enterprises. The tool is appealing, simple to use, but yet equipped with all customer support functionality that could transform you into a credible and professional company. Let’s see how that works:

It streamlines collaboration between agents and departments

TeamSupport brings full visibility to all your team members with collaborative tools to help them work together to resolve customer concerns. It allows agents to work in groups in ad-hoc discussions in real time about specific tickets, while keeping product developers and sales in the loop about critical customer issues. Thanks to TeamSupport, the company can see all customer engagements instead of comparing separate tickets, and store all of them in a Complete Customer Database.

It evaluates ticket engagement, and captures both positive and negative trends in agents’ performance

Another thing TeamSupport will do for you is help you follow individual agents’ performance in real time, and evaluate engagement upon different tickets and contacts to extract smart practices, and serve end users in a proactive manner. Once you have all lead data displayed and governed in a single system, it will be easy to guide communication in a profitable direction.

It turns data into operable intelligence

TeamSupport will also give you access to a team of experienced help desk professionals, whose technical advice may help you understand customer data, and remain focused on improving your business. Inside the system, you will also find an embedded video with detailed training instructions that can teach you how to grab customers’ attention, or create a video of your own.

It enables customer self-service

The Intelligent Submission Deflection feature you can use to allow customers to browse your content, giving them the chance to find answers to their questions without waiting for you to assist them. At the same time, there will be the Advanced Customer Service Portal active 24/7, where customers can turn to you in case the knowledge base or the collaborative wikis don’t provide them with the desired answers.

It integrates with all necessary systems and applications

TeamSupport’s development team made sure their product would be usable in any software environment, without imposing users the hassle of re-programming the rest of their applications. The system can be used in line with  prominent project management and sales systems, business collaboration apps, CRM and marketing tools, social networks, and email service providers, as for instance Facebook, MailChimp, JIRA, Dropbox, Salesforce, and many more. Thanks to its RESTful API, TeamSupport can also be connected to other third-party systems you may have in place.

Overview of TeamSupport Features

Agent tools
  • Intuitive online help desk interface
  • Customizable dahsboard
  • Powerful search
  • Integrated screen recordings
  • Mobile agent tools
  • Ticket automation
  • SLA management
Collaboration
  • WaterCooler social networking tool
  • Groups
  • Internal chat
  • Wiki
  • Community
Customer self-service
  • Advanced portal tools
  • Ticket deflection
  • Knowledge base
Multi-channel support
  • Email integration
  • Integrated live chat
  • Facebook integration
  • Integrated customer database
  • Product database
  • Track service contracts
  • Integration with popular CRM systems
Management tools
  • Reporting and metrics
  • Rights management
  • Integration with business intelligence systems

What Problems Will TeamSupport Solve?

#1 Improving visibility at the customer level

John from ABC company contacts customer support because his production management software just crashed. Within 10 minutes 3 other people at ABC company contact support for the same reason, but they all get different agents who create different tickets. When John mentions his frustration at the outage in the break room, the 3 other people chime in and start complaining about the vendor, escalating the issue to a major pain point. The boss overhears this conversation and gets really mad so he starts looking for a new vendor. That’s because the vendor doesn’t use TeamSupport. With TeamSupport all of this information is consolidated at the customer (company) level so when Mary calls about the same issue, the support rep can see the other 4 tickets about this same issue. The rep takes ownership and creates a parent ticket, so when he resolves the issue all he has to do is close the parent ticket and it will automatically update all of the related tickets at once, and notify the customers. At the same time Frank, the sales rep for ABC Company, notices that their CDI (customer distress index) is trending upwards, likely because of the influx of new tickets. He reaches out to his contact at ABC company (the boss) to proactively address the situation. With full visibility into the support system he can explain exactly what happened, apologize for the inconvenience, and assure him they’ve fixed it so there won’t be any future issues. The boss is impressed and recommends the vendor to everyone he meets.

Feature: Customer Database, Customer Distress Index, Collaboration, Related Tickets

#2 Delivering support in time

Josh works in customer support at a financial software company. His customers often call with complex issues that are hard to fix because his customers aren’t very good at explaining what’s happening. Without a detailed understanding of the issue, it’s hard for him to resolve their issue so they can get back to work. Luckily his company uses TeamSupport, so his customers include a screen recording when they submit a ticket and show him exactly what is happening. He is then able to resolve issues faster because they don’t waste time sending multiple emails back and forth, trying to explain the issue. Likewise if the solution requires a lot of technical steps, he can record the steps right in the ticket and send it back to the customer as a detailed step by step instruction. If the issue is really complex, they can even share a video chat and work through it together.

Feature: Visual Support, Live Chat

#3 Keeping track of customer issues

Carol runs a growing software company that provides education management solutions. They’ve grown to over 500 customers and the company is having a hard time keeping track of customer issues, in fact they’ve “lost” a customer email a few times now, and had major issues fall through the cracks. She’s losing customers and she knows something has to change. She invests in TeamSupport, and sees an immediate improvement. Her support team can now keep track of all customer issues in one central place, and they no longer need to ask customers for repetitive information because it’s all there. Emails automatically create tickets in the system and route them to the appropriate team, and if an issue takes longer to resolve they can set reminders or even assign tasks to other team members. Her customer satisfaction has increased by 20% and they’re not losing customers anymore. Even better, they’ve increased their workload without having to hire another support staff because their efficiency has doubled.

Feature: Email-to-ticket, ticket automation, centralized database, task management

TeamSupport Position In Our Categories

Position of TeamSupport in our main categories:

10

TeamSupport is one of the top 10 Customer Support Software products

10

TeamSupport is one of the top 10 Help Desk Software products

10

TeamSupport is one of the top 10
Customer Support Software products

10

TeamSupport is one of the top 10
Help Desk Software products


If you are interested in TeamSupport it may also be sensible to investigate other subcategories of Best Customer Support Software gathered in our database of B2B software reviews: Live Chat Software, Help Desk & Ticketing Software, Remote Support Software

Every organization has different wants and requires an application that can be personalized for their size, kind of employees and clients, and the specific industry they are in. For these reasons, no system can provide perfect functionality off-the-shelf. When you try to find a software product, first be sure what you want it for. Read some TeamSupport reviews and ask yourself do you need basic tools or do you need complex functionality? Are there any industry-specific tools that you are looking for? Find the answers to these questions to assist your search. There are lots of elements that you need to consider and these include your budget, specific business wants, your company size, integration needs etc. Take your time, use a few free trials, and finally zero in on the app that offers all that you need to boost your company competence and productivity.

How Much Does TeamSupport Cost?

TeamSupport Pricing Plans For Enterprises & Small Business:

TeamSupport is a cloud hosted collaborative help desk solution available in the following SMB and enterprise pricing plans:

Support Desk – $40 per agent per month, billed annually

  • Designed for end-user customer support or internal help desk operations;
  • Lets you easily assign, track and manage support requests.

Enterprise – $55 per agent month, billed annually

  • You can connect customer support
  • Product development and product management
  • Teams can use the same tool and share data
  • Track support issues, product bugs, defects, and feature enhancements.

User Satisfaction

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and TeamSupport reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with TeamSupport. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

139

NEGATIVE SOCIAL MENTIONS

2

Video

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • USA
  • UK
  • Canada
  • International
Pricing Model
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • TICKETS

What are TeamSupport pricing details?

TeamSupport Pricing Plans:

TeamSupport is a cloud hosted collaborative help desk solution available in the following SMB and enterprise pricing plans:

Support Desk – $40 per agent per month, billed annually

  • Designed for end-user customer support or internal help desk operations;
  • Lets you easily assign, track and manage support requests.

Enterprise – $55 per agent month, billed annually

  • You can connect customer support
  • Product development and product management
  • Teams can use the same tool and share data
  • Track support issues, product bugs, defects, and feature enhancements.

What integrations are available for TeamSupport?

TeamSupport integrates with the following business systems and applications:

  • JIRA
  • Zapier
  • Facebook
  • Salesforce.com
  • Beanstalk
  • Highrise
  • Networked Help Desk
  • MailChimp
  • Nicereply
  • Screenr
  • Zoho Reports
  • Dropbox
  • Rest API

User reviews


11 Reviews

8
3
0
0
0

Average Rating

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The most favorable review

Billy


Pros:
It is easy to use Team Support. Our clients and staff can setup a ticket directly in their email. We have connected Team Support to our software program to allow our clients to view all their tickets and information and training material that we have setup in the Knowledge base. It is easy to see the workload of each employee and also see what our programmers are working on. The fact that we can keep all the information in one place makes us organized and avoids confusion.

Cons:
All the glitches have been fixed.

The least favorable review

Thelma


Pros:
Team support is easy to use and has features that allow for quick retrieval of ticket information. Our clients can monitor their support tickets as our team work on them.The Knowledge Base feature is great and provides an option to add our research findings which can help our other staff if they get tickets with similar issues.

Cons:
There should be more robust sorting and filtering options on the screens.


Billy

Verified
user
It is easy to use Team Support. Our clients and staff can setup a ticket directly in their email. We have connected Team Support to our software program to allow our...

Thelma

Verified
user
Team support is easy to use and has features that allow for quick retrieval of ticket information. Our clients can monitor their support tickets as our team work on...

Greg

Verified
user
What I love about Team Support is that it has simple features and it's easy to use. It keeps me updated with all the outstanding tickets that I am working on. I also like...

Toni

Verified
user
I like the fact that it is easy to track support emails, assign owners, and ensure follow up of all tickets. Apart from helping us to provide five star support to our...

Madeline

Verified
user
What I love about Team Support is that it has diverse uses, from managing all our email support request, reporting on our support volume and facilitating easy chatting...

Jerald

Verified
user
What I like about Team Support is that it easens communication within our team and makes it easy to solve client's problems. We can add ticket actions which are invisible...

Leslie

Verified
user
The application is flexible and easy to set up. It has helped us to improve how we handle support tickets and track bugs. The best thing is that we can customize our...

Kevin

Verified
user
What I like about the TeamSupport software is that it helps our team to organize our ticket types, manage workflow, and tag commonly used information articles that help...

Shane

Verified
user
The best part about this app is that it is easy to use and can be customized to your needs. The Help Center is very helpful. You can find tutorials and reviews that are...

Lydia

Verified
user
I like that Team Support makes it easy to manage my tickets and keep up with my clients. The dashboard is cool because it allows you to edit and customize tickets to fit...

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