TeamSupport Review

Overview

TeamSupport is a B2B customer support platform that enables teams to work together efficiently by enhancing client communication and eliminating miscommunications. The software offers a range of features to help agents deliver exceptional customer support. It assigns a unique ticket ID to consumer queries received via multiple channels. The system’s ticket automation function permits agents to flag messages by word or type.

Customers can use the knowledge base to find answers on their own which frees agents to focus on priority tickets. Agents can use the Water Cooler feature to discuss issues and collaborate. Further, the application enables agents to see customer information, produce custom reports, and centralize the contact database.

Benefits

Customer Database

TeamSupport offers a simple-to-use customer database with features like Customer Health Index, customizable SLAs, and parent-child relationships. It assists you to handle tickets at several levels to enhance the customer experience while lowering support costs.

The comprehensive Customer Database permits you to view all consumer engagements, not merely individual tickets. You can manage customers at a contact or company level, rather than simply seeing a group of tickets. When a client contacts you, instantly view which other agent has been in touch with them, what products they have currently, and manage the query proactively.

Range of Capabilities

You can bid goodbye to lengthy email threads to understand an issue. TeamSupport’s inbuilt video live chat and screen recording tools make it faster and easier to communicate with customers and resolve their concerns. Other key functionalities include native integrations, customer self-service, products and inventory, advanced reporting, and B2B-focused collaboration features.

Customizable SLAs

With customizable SLAs, you have the flexibility to manage several SLAs per product or company, account for holidays and time zones, and pause based on defined parameters so you do not miss any service agreement.

Real-time Internal Collaboration

Real-time internal collaboration delivers visibility to all team members, so you can resolve complex problems, share info about tickets or customers, and keep sales and product developers updated for effective incident management.

Integrated Video and Screen Recordings

Integrated video and screen recordings allow agents to send thorough instructions, produce training videos for the knowledge base, and enable customers to create screen recordings of their problem.

Product Features

Pricing

TeamSupport offers a 14-day free trial and 2 plans:

Enterprise

• From $65/agent/month (annual) or
• $75 (billed monthly)
• Designed for technology and software firms. Track feature enhancements, defects, product bugs, and support issues

Support Desk

• From $50/agent/month (annual) or
• $60 (billed monthly)
• Designed for external help desk or end user customer support operations. Effortlessly delegate, monitor, and handle customer support requests