Sobre o TeamSupport

TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information technology services, and telecom industries. Created by industry experts who lived through the struggles of being a B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a support solution that helps build passionate customer bases for its clients. TeamSupport stands alone as the leading support solution that helps solve for sophisticated client needs and fuels successful client interactions.

Principais benefícios do TeamSupport

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

Dispositivos

Porte da empresa

P M G

Mercados

Austrália, Canadá, Alemanha, Reino Unido, Índia, México, Estados Unidos

Idiomas

inglês

Imagens

The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory!
TeamSupport's Customer Distress Index (CDI) helps you get more proactive by identifying potential at-risk customers before it's too late
Customer Alerts are great for quickly sharing information with your team
TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers
Complete contact database so you can keep track of every contact at every company
The contact record also shows related tickets, notes, files, and even agent ratings
The Ticket Page
The Ticket Grid is where you can see all your tickets: open, closed, etc. and you can customize Ticket Views to see exactly what you need
Built-in Screen and Video Recording make it so much easier to communicate with customers and solve issues faster
Ticket Collision Prevention notifies users when another user is working on the same ticket.
Complete Ticket Automation to increase efficiency and free your agents to work on customer issues
Task Management helps you manage projects and assign tasks to resolve issues
TeamSupport is collaborative customer support software, so you can assign tickets to groups for faster ticket resolution
The Water Cooler is a central place to communicate with your coworkers. Share updates, ask for help, or chat one-on-one
Best-in-Class Service Level Agreements (SLAs) mean you can stay on top of customer commitments so nothing falls through the cracks
Fully customizable user dashboards. TeamSupport offers 100s of out-of the box reports, or you can build your own!
Agent Ratings make sure you and your agents know how they're doing, and keep an eye on customer satisfaction
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
TeamSupport includes native Live Chat functionality for your customers
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.
Full product database helps you keep track of products and versions. You can also assign them to users, customers, or tickets
Keep track of Inventory
Asset Management lets you see what inventory you have on-hand
TeamSupport offers User Rights Management so you can control who has access to what information based on title, group, or even at an account or customer level
Customer Insights
Best In Class SLA Management
Ticket Deflection
Ver mais 28
TeamSupport - Vídeo
TeamSupport - Vídeo
TeamSupport - Vídeo
TeamSupport - Vídeo
TeamSupport - Vídeo
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: TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers 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 Captura de tela do TeamSupport: The Ticket Grid is where you can see all your tickets: open, closed, etc. and you can customize Ticket Views to see exactly what you need Captura de tela do TeamSupport: Built-in Screen and Video Recording make it so much easier to communicate with customers and solve issues faster Captura de tela do TeamSupport: Ticket Collision Prevention notifies users when another user is working on the same ticket. Captura de tela do TeamSupport: Complete Ticket Automation to increase efficiency and free your agents to work on customer issues Captura de tela do TeamSupport: Task Management helps you manage projects and assign tasks to resolve issues Captura de tela do TeamSupport: TeamSupport is collaborative customer support software, so you can assign tickets to groups for faster ticket resolution Captura de tela do TeamSupport: The Water Cooler is a central place to communicate with your coworkers. Share updates, ask for help, or chat one-on-one Captura de tela do TeamSupport: Best-in-Class Service Level Agreements (SLAs) mean you can stay on top of customer commitments so nothing falls through the cracks Captura de tela do TeamSupport: Fully customizable user dashboards. TeamSupport offers 100s of out-of the box reports, or you can build your own! Captura de tela do TeamSupport: Agent Ratings make sure you and your agents know how they're doing, and keep an eye on customer satisfaction 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 includes native Live Chat functionality for your customers 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: Full product database helps you keep track of products and versions. You can also assign them to users, customers, or tickets Captura de tela do TeamSupport: Keep track of Inventory Captura de tela do TeamSupport: Asset Management lets you see what inventory you have on-hand Captura de tela do TeamSupport: TeamSupport offers User Rights Management so you can control who has access to what information based on title, group, or even at an account or customer level Captura de tela do TeamSupport: Customer Insights Captura de tela do TeamSupport: Best In Class SLA Management Captura de tela do TeamSupport: Ticket Deflection

Recursos

Total de recursos do TeamSupport: 144

  • API
  • Acompanhamento da atividade do cliente
  • Acompanhamento de atividades
  • Agendamento de problemas
  • Alertas por e-mail
  • Alertas/notificações
  • Alertas/transferência
  • Análise da produtividade
  • Análise de dados do atendimento ao cliente
  • Análise de dados em tempo real
  • Análise de sentimentos
  • Análise de texto
  • Armazenamento de documentos
  • Arrastar e soltar
  • Atualização em tempo real
  • Auditoria de problemas
  • Autenticação
  • Autenticação de dois fatores
  • Ações ativadas por eventos
  • Ações corretivas e preventivas (CAPA)
  • Banco de dados de contatos
  • Banco de dados do cliente
  • Bate-papo ao vivo
  • Bate-papo em tempo real
  • Bate-papo/Mensagens instantâneas
  • CRM
  • Calendários de equipe
  • Campos personalizáveis
  • Categorias personalizáveis
  • Catálogo de produtos
  • Chatbot
  • Coleta de dados de multicanal
  • Comentários/notas
  • Compras e recebimento
  • Comunicação multicanal
  • Configuração do fluxo de trabalho
  • Controle de defeitos
  • Controle de qualidade
  • Controles/permissões de acesso
  • Criação de diagramas
  • Dados em tempo real
  • Distribuição automática de leads
  • Ferramentas de colaboração
  • Fluxo de trabalho baseado em regras
  • Fluxo de trabalho configurável
  • Fluxo de trabalho do projeto
  • Formulários personalizáveis
  • Fóruns online
  • Gerenciamento de aplicativos
  • Gerenciamento de comentários
  • Gerenciamento de comentários negativos
  • Gerenciamento de configuração
  • Gerenciamento de contatos
  • Gerenciamento de e-mails
  • Gerenciamento de multicanal
  • Gerenciamento de tickets de suporte
  • Gestão da base de conhecimento
  • Gestão da disponibilidade
  • Gestão de atribuições
  • Gestão de calendários
  • Gestão de call centers
  • Gestão de casos
  • Gestão de compromissos
  • Gestão de contratos e licenças
  • Gestão de dados do produto
  • Gestão de edição
  • Gestão de estoques
  • Gestão de experiência do cliente
  • Gestão de filas
  • Gestão de formulários
  • Gestão de help desk
  • Gestão de incidentes
  • Gestão de mudanças
  • Gestão de problemas
  • Gestão de projetos
  • Gestão de reclamações
  • Gestão de recursos
  • Gestão de tarefas
  • Gestão de tíquetes
  • Gestão do SLA (acordo do nível de serviço)
  • Gestão do conhecimento
  • Gestão do fluxo de trabalho
  • Gravação de chamada com vídeo
  • Histórico do cliente
  • Imagem de marca personalizável
  • Importação/exportação de dados
  • Indicadores de desempenho
  • Integração de site
  • Integrações de terceiros
  • Lembretes
  • Logon único
  • Macros e modelos de respostas
  • Marcação
  • Mensagens de SMS
  • Modelos de e-mails
  • Modelos personalizáveis
  • Monitoramento
  • Monitoramento da produção
  • Monitoramento das redes sociais
  • Monitoramento em tempo real
  • Múltiplas contas de usuário
  • Múltiplas empresas
  • Múltiplos projetos
  • Notificações em tempo real
  • Painel
  • Painel de atividades
  • Perfis de clientes
  • Permissões por função
  • Personalização
  • Pesquisa e filtro
  • Planejamento de projetos
  • Portal de autoatendimento
  • Portal do cliente
  • Priorização
  • Problemas recorrentes
  • Questionários e feedback
  • Rastreamento de ativos de TI
  • Rastreamento de e-mails
  • Rastreamento de edição
  • Rastreamento de estoque
  • Rastreamento de interações
  • Rastreamento de interações
  • Rastreamento de reclamações do cliente
  • Rastreamento de recursos
  • Rastreamento de tíquetes de suporte
  • Rastreamento do projeto
  • Relatórios e análise de dados
  • Relatórios e estatística
  • Relatórios em tempo real
  • Relatórios personalizáveis
  • Respondedores automáticos
  • Roteamento
  • Roteamento automático
  • Segmentação de clientes
  • Seguimento de status
  • Segurança de SSL
  • Sincronização de calendários
  • Supervisão de rede
  • Suporte por vídeo
  • Transcrição de bate-papos
  • Várias localizações
  • Widgets
  • Wiki
  • Áudio e vídeo bidirecionais

Alternativas

Zendesk

4,4
#1 alternativa ao TeamSupport
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

LiveAgent

4,7
#2 alternativa ao TeamSupport
O LiveAgent é uma solução de helpdesk baseada na Internet, que permite o gerenciamento de tíquetes de suporte em vários...

Alloy Navigator

4,5
#3 alternativa ao TeamSupport
Alloy Navigator is an all-inclusive IT Service & Asset Management solution that provides thoughtful answers to your...

Zoho Desk

4,5
#4 alternativa ao TeamSupport
O Zoho Desk é um aplicativo de atendimento ao cliente baseado na Internet, que ajuda as empresas a construírem...

Avaliações

Classificação geral

4,5 /5
(790)
Relação qualidade/preço
4,4/5
Recursos
4,3/5
Praticidade
4,4/5
Suporte ao cliente
4,5/5

Já tem o TeamSupport?

Ajude os compradores de software! As avaliações de programas ajudam outras pessoas a tomarem melhores decisões.

Escreva uma avaliação!
Exibindo 5 avaliações de 790
Dylan R.
Classificação geral
  • Setor: Entretenimento
  • Porte da empresa: 201-500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

TeamSupport Supports

Avaliado em 06/03/2021

The best part of TeamSupport is the support, the support team has helped us sort out every problem...

The best part of TeamSupport is the support, the support team has helped us sort out every problem along the way and do it pretty quickly. If the software doesn't have the ability to do what you're trying to do, feature requests are often filled to meet your needs.

Vantagens

Easy workflow and team management - TeamSupport has improved our customer support vastly over the years, we use groups for our different support teams and brands to keep things well organized. Over the years we have taken advantage of more features and functions including asset management, automation and data management via API.

Desvantagens

There isn't much that we don't like about TS, but our team would benefit from a better mobile version that allows you to easily update customer tickets, at the moment the mobile functionality is designed to be more of internal operations and collaboration rather than customer-facing.

Resposta do TeamSupport

Thanks for sending good vibes our way! 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.

Tyler R.
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Intuitive, Useful Software Company-wide

Avaliado em 24/03/2021

Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong...

Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong as a useful solution for us whose advantages outweigh its detractors.

Vantagens

I like the largely intuitive interface and functionality. Creating actions (public/private) are extremely easy as is pasting in-line images, adding attachments and customizing ticket types. Once saved, the formatting of actions are ideal and translate to what the user entered. Not all other ticketing software handles it this well.

Desvantagens

Performance/stability has certainly improved over the years and has become more reliable. Despite that, there are the odd instances of slowness or degraded performance. The reporting could be more robust and easier. The ability to create more than one new (unsaved) ticket simultaneously would be very helpful.

Resposta do TeamSupport

Hi Tyler, Thanks for writing to let us know your thoughts about TeamSupport. While we were really glad to hear that you've generally had a good experience so far, it looks like we fell short in one area, and that's not okay. I want you to know that I've spoken to our Director of Customer Success about this, and we're going to make sure this isn't an issue moving forward. We're always improving our platform and will also make our development team aware to factor into future updates and enhancements.

We'll look forward to talking directly to learn more and I promise we'll find a solution to your issue.

Rod M.
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 5.0 /10

RodsReview

Avaliado em 05/07/2016

Been on the system of a year and half and the same issue still plague me. I have submitted Numerous...

Been on the system of a year and half and the same issue still plague me. I have submitted Numerous Feature Request and the sit in Pending or are denied. I have Many Many open Cases that are Bugs and they seem to go no where as well. I have one in particular the happens to me every day, But was told it wasnt a over all a big deal, and the work around is to copy and paste my action to a notepad, Hit Refresh on the Ticket, Start a new Action, Copy and paste my notepad back into the New Action. This seems a little much. I was also told of a Feature that was very important to us, would be coming. After a month or two on the system I inquired about it, and was told, nope cant do it. We constantly have to refresh the interface, Hangs up a lot. System Performance is a big issue. Does seem that all the server issues that were going on are better, but that was painful. We get a ton of SPAM cases, There needs to be a way to filter that by domain name.

Vantagens

-Its Cheap per seat,
-Its customization of fields

Desvantagens

-Being able to share a custom field between company and ticket, This is huge to us, Salesforce did it.
-Your Text Formatting and editor is terrible. It constantly changed font sizes
-The fact the you always have to refresh and update. If you have a ticket open on your tabs and something comes in, you have to refresh or close and reopen. Your new Screen capture program as it is easier to use the quality is terrible compared to what was there a year ago or whenever it was switched out.
-The fact that I dont get my submits actions sent to my email, This needs to a field I can chose to receive or not
-The fact that you cant duplicate a ticket
-Cant Create Ticket Views for Individual user
-Need Action the Save button at the top of the action as well as the bottom.
-NeedFloating Formatting bar
-Add option to minimize or +/- actions on ticket page
-A way when a customer has multiple tickets open, and replies to the wrong ticket - To be able to move/merge that action to the proper ticket.

Blair N.
Classificação geral
  • Setor: Segurança e investigações
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Solid Product and great ticketing software

Avaliado em 13/02/2021

I've been impressed with the support and response times from the the Chat requests; I always...

I've been impressed with the support and response times from the the Chat requests; I always receive a swift and helpful response. Their Knowledge Base is also very robust and easy to search for content.

Vantagens

Ease of use and comprehensive knowledge base, both internal and customer facing. The Dashboard is very intuitive and easy to access key reports and information.

Desvantagens

Reporting is moderate, would like to see some deeper reporting features

Resposta do TeamSupport

We sure appreciate the positive review Blair. All feedback helps us continue to improve. Remember, there are many resources that we provide so that you continue to have all of the tools you need to make the most of the TeamSupport platform, including our monthly TeamSupport University webinar exclusively for our clients.

Plan 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

Balasubramani A.
Classificação geral
  • Setor: Bancos
  • Porte da empresa: 2-10 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Inventory Management

Avaliado em 14/01/2020

I personally like Team Support as it has optimized our business operations considerably. We create...

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.

Exibindo 5 avaliações de 790 Leia todas as avaliações

Perguntas frequentes sobre o TeamSupport

Abaixo estão algumas perguntas frequentes sobre o TeamSupport.

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

Não temos informações sobre os recursos do TeamSupport.

Os clientes habituais do TeamSupport são:

2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+

O TeamSupport está nos seguintes idiomas:

inglês

O TeamSupport é compatível com os seguintes dispositivos:

Android (celular), iPhone (celular), iPad (tablet)

O TeamSupport se integra com os seguintes aplicativos:

Beanstalk, Customer Thermometer, Dropbox Business, Drupal, Facebook, FreeWebsite.com, Gmail, GoDaddy Website Builder, Google Analytics, Google Calendar, Google Maps, Highrise, HubSpot CRM, HubSpot Marketing Hub, Jira, Joomla, JumpBox for Trac/Subversion, Mailchimp, Microsoft 365, Microsoft Outlook, Microsoft Visual Studio, Nicereply, Oracle CRM On Demand, Oracle Service, Salesforce Sales Cloud, ServiceNow, Slack, Squarespace, SurveyMonkey, Twitter, Web.com, Weebly, WordPress, Zapier, Zoho Analytics, Zoho CRM

O TeamSupport oferece as seguintes opções de suporte:

Email/Help Desk, FAQs/Fórum, Base de conhecimento, Suporte por telefone, Bate-papo

Categorias relacionadas

Veja todas as categorias de software encontradas para TeamSupport.