TeamSupport REVIEW

Customer Support Software

18 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 considering TeamSupport it may also be sensible to examine other subcategories of Best Customer Support Software collected in our database of SaaS software reviews.Live Chat Software, Help Desk & Ticketing Software, IT Service Management Software

It's crucial to note that virtually no software in the Customer Support Software category is an ideal solution able to match all the requirements of different company types, sizes and industries. It may be a good idea to read a few TeamSupport reviews first as certain solutions might perform well just in a really small set of applications or be prepared with a really specific industry in mind. Others can function with an idea of being simple and intuitive and consequently lack advanced functionalities welcomed by more experienced users. You can also find services that support a wide group of customers and offer a complex feature base, but this usually comes at a higher price of such a software. Ensure you're aware of your needs so that you pick a solution that has all the features you look for.

How Much Does TeamSupport Cost?

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.

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
  • Windows Mobile
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.
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

TeamSupport User Reviews

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
  • HubSpot
  • Slack
  • Salesforce.com
  • Beanstalk
  • Highrise
  • MailChimp
  • Nicereply
  • Zoho Reports
  • Dropbox
  • Zapier
  • Facebook
  • Rest API

User reviews


User reviews in total: 18

14
4
0
0
0

Average Rating:

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The most favorable review

Mack

2 months ago


Pros:
I like that I can easily configure various workflows for various kinds of tickets. We are able to add custom JavaScript that is based on widgets. There are lot of flexible features so we can easily set up the work and make it according to our needs. With the ticket automation feature we are able to send information to clients, add contacts to ticket, and auto-post replies, to set priority on tickets and many other things. The dashboard is customizable and it provides us with great overview of current status of things when we login into the system.

Cons:
We would like to see an option where we can inform the owner of the ticket that is merged to another ticket that the ticket got new number and ability to auto-merge new responses within the merged tickets.

The least favorable review

Shane

4 months ago


Pros:
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 separated into categories for easy access. Beginners will find their guides and tutorials very helpful. More so, the tabs and pages are simplified and have customizable features.

Cons:
If you try to access the dashboard, you'll realize that the quick link to the tutorials is not directed easily from the home page. Also, the tab for help does not take you to the dashboard which, in my opinion, is much easier to read. I wish they could make a new hire training module and that the tickets could be customized to be color coded such as red for urgent or yellow for high. This will help with visual needs within our company.

Published 2 months ago
Verified
user
I like that I can easily configure various workflows for various kinds of tickets. We are able to add custom JavaScript that is based on widgets. There are lot of...



What do you think about this review? Great Poor
Published 2 months ago
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...



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Published 3 months ago
Verified
user
TeamSupport is one product for various facets of support. We are able to manage all email support requests, to chat with other reps, to pull valuable reports about the...



What do you think about this review? Great Poor
Published 4 months ago
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...



What do you think about this review? Great Poor
Published 4 months ago
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...



What do you think about this review? Great Poor
Published 4 months ago
Verified
user
It is easy to use Team Support. Our clients and staff can setup a ticket...



What do you think about this review? Great Poor
Published 5 months ago
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...



What do you think about this review? Great Poor
Published 5 months ago
Verified
user
I like that we can add video into the ticket and to email the ticket. The software has easy to use and user friendly interface. We can easily collaborate with others...



What do you think about this review? Great Poor
Published 5 months ago
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...



What do you think about this review? Great Poor
Published 6 months ago
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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