TeamSupport

B2B Customer Support Software

4,5 /5 (756 avaliações) Escreva uma avaliação!

Resumo do TeamSupport

O que é o TeamSupport?

Cloud-based customer service and help desk software designed for B2B technology and software companies with external facing customer support.

TeamSupport is a help desk software built for business to business customer support. Stop losing visibility of your customers and not being able to associate tickets to a company? Our easy to use customer database with parent-child relationships, customizable SLAs, and Customer Health Index help you manage tickets at multiple levels to decrease support costs while improving the customer experience.

Sick of back and forth emails trying to figure out the actual issue? Our built-in screen recording and video live chat make communicating with customers easier so you can resolve issues faster. Looking for something better? Try our B2B focused collaboration tools, advanced reporting, products & inventory, customer self-service, native integrations, and more.

Looking for something better? Try our B2B focused collaboration tools, advanced reporting, products & inventory, customer self-service, native integrations, and more.

Complete Customer Database allows you to see all customer interactions, not just individual tickets. Manage customers at a company or contact level instead of just seeing a collection of tickets. When a customer contacts you, immediately see who else from that company has been in contact, what products they currently have, and manage your customers proactively instead of just reacting to help desk requests. Related tickets feature even allows you to reference separate tickets to each other.

Customizable SLAs have the flexibility to cover multiple SLAs per company or product, account for time zones and holidays, and pause based on set criteria so you never miss a service agreement again.

Real-time Internal collaboration brings visibility to everyone on your team, so you can solve more complicated issues, share information about customers or tickets, keep product developers and sales in the loop for better incident management.

Fully Integrated Screen and Video Recordings enable agents to send detailed instructions, create training videos for the KB, or have your customer make screen recordings of their exact issue.

Intelligent Submission Deflection automatically suggests knowledge base articles when your customer starts describing the problem, often solving the issue without having to create a new ticket

Advanced Customer Service Portal designed to fit right into your website so your customers can get answers 24/7: customers can submit and check up on tickets, search the knowledge base, add screen recordings/attach files, and participate in community forums.

Visual Customer Chat lets agents and customers chat with audio or video to identify and resolve issues faster.

TeamSupport is extremely easy to use, and the default setups allow turn-key use so you can get started right away!

Resumo do TeamSupport

Preços

A partir de
US$ 50,00/mês

Opções de preços

Teste Grátis
Assinatura
Relação qualidade/preço

Support Desk : $50/month per user*
Enterprise: $65/month per user*
*with annual billing

Payments may be made monthly or annually

Free trial - no credit card required

All plans include unlimited support & training


Recursos do TeamSupport

Dispositivos
Porte da empresa
P M G
Mercados
Estados Unidos, Canadá, Reino Unido, Austrália, Índia, Alemanha, México
Idiomas
Inglês

Media

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TeamSupport video TeamSupport video TeamSupport video TeamSupport video TeamSupport video Captura de tela do TeamSupport: TeamSupport's responsive Customer Hub is great for Self-Service support. Customers can access current and past tickets, submit new tickets, or search the knowledge base Captura de tela do TeamSupport: TeamSupport's Knowledge Base can be used both internally and externally. You can also customize it based on which products or versions your customers are using. Captura de tela do TeamSupport: TeamSupport includes native Live Chat functionality for your customers Captura de tela do TeamSupport: TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers Captura de tela do TeamSupport: The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory! Captura de tela do TeamSupport: TeamSupport's Customer Distress Index (CDI) helps you get more proactive by identifying potential at-risk customers before it's too late Captura de tela do TeamSupport: Customer Alerts are great for quickly sharing information with your team Captura de tela do TeamSupport: Complete contact database so you can keep track of every contact at every company Captura de tela do TeamSupport: The contact record also shows related tickets, notes, files, and even agent ratings Captura de tela do TeamSupport: The Ticket Page

TeamSupport - Avaliações

TeamSupport - Avaliações

Classificação geral
4,5
/
5
Excelente
443

Muito bom
257

Regular
50

Ruim
5

Péssimo
1

Relação qualidade/preço
4,4
Recursos
4,3
Praticidade
4,4
Suporte ao cliente
4,5
93% dos usuários recomendam este app
Deb L.

Great Solution

We use it as our one-stop shop for all IT service issues. We utilize a 3rd party provider for network and hardware setup type needs, but our users are now trained to simply use our internal Team Support service desk for all things IT related. We triage and forward to our 3rd party IT provider, as needed, but most things we are able to self serve from our internal IT team. Our users know that we are responding and feel like their IT needs are being serviced much quicker and more accurately the first time.


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Balasubramani A.

Inventory Management

I personally like Team Support as it has optimized our business operations considerably. We create support tickets on this platform. We are able to track our inventory, we are able to create support tickets and keep them open till the issue is resolved. We are able to schedule email reports about the overall use of our company time and resources. We are delighted to see that Team Support is bringing new features on a periodic basis.

I truly appreciate the webinars conducted by Team Support where they talk about new features and how to make best use of the software. I have acquired some interesting insights during the webinars and passed it on to my peers.

Overall we like Team Support as it meets our current requirements and expectations .


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Vinod R.

Exceptional Service and Product

I really love the product and it has helped our business streamline and improve operations tremendously.


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Robert H.

More capable than most, but still some additions I'd like to see

Getting the system configured for our particular use has been "tricky". It is working for us, but there are some limitations that make it difficult in some areas. For instance, notification via text message should be based on "who is on-call". As it is, I can notify, but I have no-way to denote who is "on-call". So, there may be some way to do this and change the external calls/texting based on it, but it isn't intuitive. Another issue has been with refreshing the screens. (we need to manually do that) However, this system is working for us an our clients, overall, and has met 90% of our needs. Working with customer service, we have had to resolve our own issues on occasion, which is a frustration. (no ideas presented to us, and we just "found" a way)


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Vincent G.

Great Software for Ticketing and Customer Support

The Team Support team has always felt like a valued partner. If ever need assistance or help they are always will to help. We have been able to manage our tickets in one location with all team members being able to see the tickets. The ability to have a Knowledge Base deflect ticket during the ticket creation is a great feature to reduce the number of tickets.


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Deb L.
Setor: Bens de consumo
Porte da empresa: 501-1.000 funcionários
Traduzido para o Português

Great Solution

Usado Diariamente durante 6 a 12 meses
Avaliado em 14/05/2019
Fonte da avaliação: Capterra

We use it as our one-stop shop for all IT service issues. We utilize a 3rd party provider for network and hardware setup type needs, but our users are now trained to simply use our internal Team Support service desk for all things IT related. We triage and forward to our 3rd party IT provider, as needed, but most things we are able to self serve from our internal IT team. Our users know that we are responding and feel like their IT needs are being serviced much quicker and more accurately the first time.

Vantagens

Setting up Team Support for our use was generally painless. We knew that we needed a cloud-based solution that offered "out of the box" functionality that could grow as our needs changed. We applied the KISS concepts and have tweaked as needed. Tweaking and customization is not complex; it's very straight forward plus we were provided with great coaching along the way. We also love using the Portal and Wiki, and often refer our users to both. And our users have adopted very well for the most part.

Desvantagens

It works. Like anything I wish for a couple of minor things. It would be nice if I didn't have to refresh at times to cause a "read" ticket to no longer show as "unread", but eh, that's no big deal in the grand scheme of things.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Balasubramani A.
Setor: Bancos
Porte da empresa: 2-10 funcionários
Traduzido para o Português

Inventory Management

Usado Diariamente durante 6 a 12 meses
Avaliado em 14/01/2020
Fonte da avaliação: Capterra

I personally like Team Support as it has optimized our business operations considerably. We create support tickets on this platform. We are able to track our inventory, we are able to create support tickets and keep them open till the issue is resolved. We are able to schedule email reports about the overall use of our company time and resources. We are delighted to see that Team Support is bringing new features on a periodic basis.

I truly appreciate the webinars conducted by Team Support where they talk about new features and how to make best use of the software. I have acquired some interesting insights during the webinars and passed it on to my peers.

Overall we like Team Support as it meets our current requirements and expectations .

Vantagens

I primarily use Team Support for Inventory Management.

I like that I am able to search a terminal based on the serial number alone.

It is helpful to leave a note for each terminal, I use the notes to indicate the current status of a terminal, whether it is ready to be loaned out or if it already been loaned etc. Team Support has a provision to assign an inventory item to a Customer. I find that very helpful.

I like the feature where I am able to schedule the reports to be emailed to more than one email address. These reports need to be sent at particular time and day without fail. Auto scheduling the email report saves me a lot of time and complications.

I also like the fact that Team Support is compatible for API Integration. We are looking to develop a centralised platform in our firm and want to be able to fetch info from Team Support for Data Analysis. This is in our pipeline and we are looking to implement this sometime in the future.

In the past the upper management used to shoot us emails enquiring about the particular issue. It takes up our time to email the management back with the status of that issue. Now the upper management simply logs into team support to view and oversee the status of a ticket/issue

Desvantagens

However, the frustrating part of Team Support is the reporting section. When I open up the inventory report, it displays a list of all the terminals I have added to the inventory and when I want to get more information on a particular terminal, I notice that I cannot click on the terminal to navigate to that terminals page. Not only that, I cannot copy the serial number of the terminal from the inventory report. This applies to pretty much all the reports. All reports are in read only format. I humbly request Team Support to make the items on the report as clickable and actionable in the future.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Vinod R.
Setor: Biotecnologia
Porte da empresa: 10.001+ funcionários
Traduzido para o Português

Exceptional Service and Product

Usado Diariamente durante Mais de dois anos
Avaliado em 12/06/2020
Fonte da avaliação: Capterra

I really love the product and it has helped our business streamline and improve operations tremendously.

Vantagens

- Customer service is beyond great.
- They listen to their customers and constantly make improvements to the product.
- Customer Hub customization.
- Native integrations
- Reporting

Desvantagens

- Some periodic instability with performance, however, they address and resolve very quickly.

Traduzido para o Português

Resposta do TeamSupport

You're awesome for taking time to post a review! We appreciate you being part of the TeamSupport family and we look forward to making sure you get the most out of your platform.

Don't forget to join us on the fourth Wednesday of the month to get some additional tips and tricks from our subject matter experts. Learn more and watch previous TSU programs on demand https://www.teamsupport.com/b2b-customer-service-university

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 9.0/10

Robert H.
Setor: Software
Porte da empresa: 201-500 funcionários
Traduzido para o Português

More capable than most, but still some additions I'd like to see

Usado Diariamente durante 1 a 5 meses
Avaliado em 28/10/2016
Fonte da avaliação: Capterra

Getting the system configured for our particular use has been "tricky". It is working for us, but there are some limitations that make it difficult in some areas. For instance, notification via text message should be based on "who is on-call". As it is, I can notify, but I have no-way to denote who is "on-call". So, there may be some way to do this and change the external calls/texting based on it, but it isn't intuitive. Another issue has been with refreshing the screens. (we need to manually do that) However, this system is working for us an our clients, overall, and has met 90% of our needs. Working with customer service, we have had to resolve our own issues on occasion, which is a frustration. (no ideas presented to us, and we just "found" a way)

Vantagens

Ability to customize ticket entry questions.
Ability to allow customers to directly enter tickets
Ability to allow for texting our cellphones for tickets that have not yet been assigned.
Ability to enter time on tickets, and retroactively enter/change time.
Ability to search on old issues and for our customers to see the issues.

Desvantagens

Inability to tag a ticket with a "classification". (we charge different rates and minimum hours for different times of day/week/holiday) There isn't a good way to track that in the system and we are having to use the comment entry to work out offline ourselves.

My customers want 1 report entry (at the end of of the day), that shows them what the issue was, and the final resolution (only), and time/$ breakdown per time spent on the project. I do find it hard to externally work a report for that. We have had to generate a VB application to manipulate/merge and calculate everything based on the reports that I can get form the system in order to get what we actually need to share with our clients.

CDI should take into account tickets that are "Waiting on Client". (and remove them from the calculation) Currently, I have 2 tickets that are waiting on clients, but the CDI is "maxed out", because it has taken then more than 2 months to get their "act in order". That shouldn't frustrate them and drive the CDI up.

Why can my clients (outside their contract date enter a ticket, but I cannot enter a ticket for them?). Sometimes we need to "catch them up later".....

I need a way to track our active "on-call" resource and make it so that our ticket automation only alerts us the "on-call" resource (via text message) to those considered currently "on-call". Currently, we have to change that setup manually (pain).

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 4.0/10

Vincent G.
Setor: Software
Porte da empresa: 51-200 funcionários
Traduzido para o Português

Great Software for Ticketing and Customer Support

Usado Diariamente durante Mais de dois anos
Avaliado em 30/04/2020
Fonte da avaliação: Capterra

The Team Support team has always felt like a valued partner. If ever need assistance or help they are always will to help. We have been able to manage our tickets in one location with all team members being able to see the tickets. The ability to have a Knowledge Base deflect ticket during the ticket creation is a great feature to reduce the number of tickets.

Vantagens

The CDI or Customer Distress Index is a great feature that allows client support contacts to see how the client is in terms of satisfaction. As a company you are able to weigh different criteria to gauge how at risk your clients are.

Desvantagens

The ability for more robust or adhoc reporting.

Traduzido para o Português

Resposta do TeamSupport

Thanks for sending good vibes our way, Vince! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides.

We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year. We'll keep you posted!

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Recomendação do usuário
8,6/10
Baseado em 756 usuários
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Preço do TeamSupport

Preço do TeamSupport

A partir de
US$ 50,00/mês
Teste Grátis
Assinatura
Relação qualidade/preço

Support Desk : $50/month per user*
Enterprise: $65/month per user*
*with annual billing

Payments may be made monthly or annually

Free trial - no credit card required

All plans include unlimited support & training

Support Desk : $50/month per user*
Enterprise: $65/month per user*
*with annual billing

Payments may be made monthly or annually

Free trial - no credit card required

All plans include unlimited support & training

Relação qualidade/preço
4,4/5
Baseado em 756 usuários
Compare as alternativas por relação qualidade/preço
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Recursos do TeamSupport

Recursos do TeamSupport

API
Acompanhamento de atividades
Banco de dados de contatos
Banco de dados do cliente
Campos personalizados
Criação de relatórios personalizável
Gerenciamento de contatos
Gestão de calendários
Imagem de marca personalizável
Importação/exportação de dados
Integração de e-mail
Integração de redes sociais
Integração de terceiros
Lembretes
Modelos personalizáveis
Notificações automáticas
Pagamentos eletrônicos
Painel de atividades
Questionários e feedback
Relatórios e estatística
Recursos
4,3/5
Baseado em 756 usuários
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Categorias

Mais informações sobre TeamSupport

Mais informações sobre TeamSupport

Principais recursos do TeamSupport

  • Advanced Customer Portal, KnowledgeBase, Forums
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Custom SLA Management
  • Customizable Fields, Ticket Types, Statuses, Severity, etc.
  • Easy to Implement, Flexible and Intuitive
  • Easy to Use Mobile Version
  • Email-To-Ticket, Live Chat, Multi-Channel Support
  • Integrated Screen & Video Recordings
  • Intelligent Ticket Deflection
  • Mobile Integration
  • Powerful User Rights Management
  • Product & Inventory Tracking
  • REST API
  • Real-Time Internal Collaboration & Wiki
  • Software Version & Asset Tracking
  • Tagging & Ticket Queues
  • Ticket Collision Prevention

Vantagens

With TeamSupport, your teams will communicate and collaborate better, issues will be resolved faster and your customers will be much happier! Our unique software solution is built with Business to Business (B2B) technology companies in mind, including Product & Inventory tracking features.

Manage customers as a company, not just on a tickets by ticket basis.

Improve resolution time and make sure no issues fall through the cracks.

Stop relying on email and let everyone on your team see everything that is happening in one place.

Identify patterns and flag customers who might be at risk due to high volume of ticket requests.

A web-based Customer Service & Help Desk application, TeamSupport is a powerful customer support suite & ticketing system with a focus on collaboration.

TeamSupport helps you:

(1) Decrease ticket resolution time.
(2) Work more effectively as a team.
(3) Better understand your customers both as individuals and at a company level.
(4) Improve Support Team Productivity

Perguntas frequentes sobre o TeamSupport

Perguntas frequentes sobre o TeamSupport

Abaixo estão algumas perguntas frequentes sobre o TeamSupport.

P: Que tipo de planos o TeamSupport oferece?

O TeamSupport oferece os seguintes planos de pagamento:

A partir de: US$ 50,00/mês

Modelo de preços: Assinatura

Teste Grátis: Disponível

Support Desk : $50/month per user* Enterprise: $65/month per user* *with annual billing Payments may be made monthly or annually Free trial - no credit card required All plans include unlimited support & training

P: Quais são os principais recursos do TeamSupport?

O TeamSupport oferece os seguintes recursos:

  • Advanced Customer Portal, KnowledgeBase, Forums
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Custom SLA Management
  • Customizable Fields, Ticket Types, Statuses, Severity, etc.
  • Easy to Implement, Flexible and Intuitive
  • Easy to Use Mobile Version
  • Email-To-Ticket, Live Chat, Multi-Channel Support
  • Integrated Screen & Video Recordings
  • Intelligent Ticket Deflection
  • Mobile Integration
  • Powerful User Rights Management
  • Product & Inventory Tracking
  • REST API
  • Real-Time Internal Collaboration & Wiki
  • Software Version & Asset Tracking
  • Tagging & Ticket Queues
  • Ticket Collision Prevention

P: Quem costuma usar o TeamSupport?

Os clientes habituais do TeamSupport são:

Pequenas empresas, Grandes empresas, Sem fins lucrativos, Empresas de médio porte

P: Em que idioma o TeamSupport está?

O TeamSupport está nos seguintes idiomas:

Inglês

P: Que tipo de planos o TeamSupport oferece?

O TeamSupport tem os seguintes planos de preços:

Assinatura

P: O TeamSupport é compatível com disponíveis móveis?

O TeamSupport é compatível com os seguintes dispositivos:

Android, iPhone, iPad

P: O TeamSupport se integra com quais outros aplicativos?

O TeamSupport se integra com os seguintes aplicativos:

Akita, CozTel, Customer Thermometer, Help Desk Migration, Natero, Nicereply, Twitter, VICIdial, Wordpress, Zoho SalesIQ

P: Que nível de suporte o TeamSupport oferece?

O TeamSupport oferece as seguintes opções de suporte:

FAQs, Fórum, Base de conhecimento, Suporte online, Suporte por telefone, Tutoriais em vídeo