TeamSupport

B2B Customer Support Software

4,5 /5 (781 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

Mídias

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'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.
TeamSupport includes native Live Chat functionality for your customers
TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers
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
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
TeamSupport - Vídeo TeamSupport - Vídeo TeamSupport - Vídeo TeamSupport - Vídeo TeamSupport - Vídeo 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
460

Muito bom
264

Regular
51

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
Ifeoma O.

Team support makes us a more efficient with customer support.


Traduzir com Google
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 .


Traduzir com Google
Dan W.

Flexible customer support platform that shows promising growth

The support from Team Support is top notch. THey are responsive, available, and knowledgeable. We are clearly pushing parts of the software beyond its intended use, and they have been helpful identifying what is possible.


Traduzir com Google
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)


Traduzir com Google
Christopher H.

TeamSupport is a huge asset to our company


Traduzir com Google
Ifeoma O.
Porte da empresa: 1.001-5.000 funcionários
Traduzido para o Português
Traduzido para o Português

Team support makes us a more efficient with customer support.

Usado Diariamente durante Mais de um ano
Avaliado em 10/07/2018
Fonte da avaliação: Capterra

Vantagens

Team support makes it easy for my team to focus on the customers as against just focusing on tickets. With support tools ,we have tried in the past ; we were able to resolve customer tickets , but found it difficult resolving all of them at once.
Team support provides the customer care team with high level visibility , which enable our sales team to manage and resolve customer tickets at a company level as against resolving them at a ticket level.This eliminates duplicate efforts where we have multiple support agents helping out a single customer to resolve multiple tickets at same time.Thus ensuring we are able to resolve all customer issues at once, as against on a ticket by ticket basis.
Overall, Teamsupport has saved us time ,and made our customers happier.

Desvantagens

It is not intuitive even though it is very effective. Also will like to see more information with new tickets opened by customers. For example ,will be helpful if agents can see from what geographical location the ticket was created from, or from what part of the website the ticket was created from.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 9.0/10

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

Dan W.
Setor: Aparelhos médicos
Porte da empresa: 11-50 funcionários
Traduzido para o Português
Traduzido para o Português

Flexible customer support platform that shows promising growth

Usado Diariamente durante 6 a 12 meses
Avaliado em 01/09/2020
Fonte da avaliação: Capterra

The support from Team Support is top notch. THey are responsive, available, and knowledgeable. We are clearly pushing parts of the software beyond its intended use, and they have been helpful identifying what is possible.

Vantagens

I like the flexibility that is combined with a simpler setup. Not everything has a million ways to configure it, and that's okay. The integration of ticketing inputs (email, portal, chat) is really good which allows us to build a simpler experience for our customers.

Desvantagens

There are some features like reporting which could use a major overhaul for an out of box experience. Thankfully, API support is there so that we can design our own dashboards, but the current reporting tools can only get you just enough data and is horribly presented.

Traduzido para o Português

Resposta do TeamSupport

Thanks Dan for the great review! I will pass on your feedback to the TeamSupport development team. We put a lot of work into that, and we're glad to hear it's serving its purpose and helping you out.

If you have any questions feel free to reach out to [email protected] directly. Thanks again!

Detalhamento da qualificação

Praticidade
Suporte ao cliente

Probabilidade de recomendação: 8.0/10

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

Christopher H.
Setor: Software
Porte da empresa: 11-50 funcionários
Traduzido para o Português
Traduzido para o Português

TeamSupport is a huge asset to our company

Usado Diariamente durante Mais de um ano
Avaliado em 08/09/2020
Fonte da avaliação: Capterra

Vantagens

TeamSupport is easily customized to our likings and their software support team has been beyond helpful and always available for assistance.

Desvantagens

Inability to manage existing datasets in bulk. There is no way to mass update customers, assets, products, etc.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Recomendação do usuário
8,6/10
Baseado em 781 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 781 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 do cliente
Campos personalizados
Criação de relatórios personalizável
Dados em tempo real
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 781 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