TeamSupport

TeamSupport

by TeamSupport

Who Uses TeamSupport?

B2B Technology companies with support/product teams who want to reduce support costs by better understanding their customers, enhancing internal collaboration, & improving the customer experience.

What Is TeamSupport?

TeamSupport is the leading B2B-focused customer support solution that helps you build satisfaction and loyalty. A scalable, all-in-one support solution designed for B2B companies to make collaboration easy. Empower your support team to create better customer experiences that are focused on improving and maintaining customer relationships. We are used by B2B companies in software, healthcare, & transportation. Be a more efficient team that streamlines communication and ticket management

TeamSupport Details

TeamSupport

http://www.teamsupport.com

Founded 2009

TeamSupport Pricing Overview

TeamSupport does not have a free version but does offer a free trial. TeamSupport paid version starts at US$50.00/month.

Starting Price

US$50.00/month

Pricing Details

Per month, per user with annual billing

Free Version

No

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

Business Hours

Online

TeamSupport Features

Complaint Management Software
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Analytics
Customer Segmentation
Dashboard
Knowledge Management
Multi-Channel Data Collection
Negative Feedback Management
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
Alerts / Escalation
Appointment Management
Call Centre Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Alerts / Escalation
Automated Routing
Customisable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management

TeamSupport Reviews

Showing 5 of 752 reviews

Overall
4.5/5
Ease of Use
4.4/5
Customer Service
4.5/5
Features
4.3/5
Value for Money
4.4/5
Deb L.
SAP Analyst
Consumer Goods, 501-1,000 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 14/05/2019

"Great Solution"

Comments: 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.

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 14/05/2019
Balasubramani A.
Technical Support Specialist
Banking, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    2/5
  • Customer Support
    5/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 14/01/2020

"Inventory Management"

Comments: 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 .

Pros: 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

Cons: 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.

  • Reviewer Source 
  • Reviewed on 14/01/2020
Vincent G.
Training Manager
Computer Software, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 30/04/2020

"Great Software for Ticketing and Customer Support "

Comments: 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.

Pros: 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.

Cons: The ability for more robust or adhoc reporting.

Vendor Response

by TeamSupport on 1/05/2020

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!

  • Reviewer Source 
  • Reviewed on 30/04/2020
Rod M.
Software Support Engineer
Information Technology & Services, 13-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    3/5
  • Ease of Use
    3/5
  • Features & Functionality
    2/5
  • Customer Support
    3/5
  • Value for Money
    2/5
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 5/07/2016

"RodsReview"

Comments: 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.

Pros: -Its Cheap per seat,
-Its customization of fields

Cons: -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.

  • Reviewer Source 
  • Reviewed on 5/07/2016
Christo D.
Support Services Manager
Computer Software, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 21/05/2020

"Customer service has never been this convenient ."

Pros: Effective ticket management that allows us to customize our own automation rules to suit our needs. TeamSupport enables us to continue delivering exceptional Customer Service to our customers during lockdown and have made it easy for us to work and collaborate remotely. The support form TeamSupport has been exceptional and they are always willing to assist or guide us when issues are raised.

Cons: I cant think of anything we do not like about TeamSupport

Vendor Response

by TeamSupport on 29/05/2020

Thank you so much for the good vibes you sent our way, Christo! We try really hard to provide a platform that is intuitive and responsive along with dedicated customer support, and we're happy to hear that it's all working great for you.

Reach out any time with questions. And be sure to check out our monthly webinar series exclusively for our clientsTeamSupport University (TSU for short!). It is hosted by our subject matter experts who give tips and tricks about using our platform. You may also contact us with specific questions at [email protected]

  • Reviewer Source 
  • Reviewed on 21/05/2020