TeamSupport

B2B Customer Support Software

4,5 /5 (781 reviews) Write a Review!

TeamSupport Overview

What is 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!

TeamSupport Overview

Pricing

Starting from
US$50,00/month

Pricing options

Free Trial
Subscription
Value for money

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


TeamSupport Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, India, Germany, Mexico
Supported Languages
English

Media

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 video TeamSupport video TeamSupport video TeamSupport video TeamSupport video TeamSupport screenshot: 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 screenshot: 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 screenshot: TeamSupport includes native Live Chat functionality for your customers TeamSupport screenshot: TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers TeamSupport screenshot: The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory! TeamSupport screenshot: TeamSupport's Customer Distress Index (CDI) helps you get more proactive by identifying potential at-risk customers before it's too late TeamSupport screenshot: Customer Alerts are great for quickly sharing information with your team TeamSupport screenshot: Complete contact database so you can keep track of every contact at every company TeamSupport screenshot: The contact record also shows related tickets, notes, files, and even agent ratings TeamSupport screenshot: The Ticket Page

TeamSupport Reviews

TeamSupport Reviews

Overall rating
4,5
/
5
Excellent
460

Very good
264

Average
51

Poor
5

Terrible
1

Value for Money
4,4
Features
4,3
Ease of Use
4,4
Customer Support
4,5
93% recommended this app
Ifeoma O.

Team support makes us a more efficient with customer support.


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 .


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.


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)


Christopher H.

TeamSupport is a huge asset to our company


Ifeoma O.
Company size: 1 001-5 000 Employees

Team support makes us a more efficient with customer support.

Used Daily for 1+ year
Reviewed on 2018/07/10
Review Source: Capterra

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Balasubramani A.
Industry: Banking
Company size: 2-10 Employees

Inventory Management

Used Daily for 6-12 months
Reviewed on 2020/01/14
Review Source: 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 .

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Dan W.
Industry: Medical Devices
Company size: 11-50 Employees

Flexible customer support platform that shows promising growth

Used Daily for 6-12 months
Reviewed on 2020/09/01
Review Source: 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.

Pros

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.

Cons

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.

Response from 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!

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Robert H.
Industry: Computer Software
Company size: 201-500 Employees

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

Used Daily for 1-5 months
Reviewed on 2016/10/28
Review Source: 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)

Pros

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.

Cons

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).

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10

Christopher H.
Industry: Computer Software
Company size: 11-50 Employees

TeamSupport is a huge asset to our company

Used Daily for 1+ year
Reviewed on 2020/09/08
Review Source: Capterra

Pros

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

Cons

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8,6/10
Based on 781 user ratings
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TeamSupport Pricing

TeamSupport Pricing

Starting from
US$50,00/month
Free Trial
Subscription
Value for money

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

Value for Money
4,4/5
Based on 781 user ratings
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TeamSupport Features

TeamSupport Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Calendar Management
Contact Management
Custom Fields
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4,3/5
Based on 781 user ratings
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Categories

Additional information for TeamSupport

Additional information for TeamSupport

Key features of 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

Benefits

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

TeamSupport FAQs

TeamSupport FAQs

Below are some frequently asked questions for TeamSupport.

Q. What type of pricing plans does TeamSupport offer?

TeamSupport offers the following pricing plans:

Starting from: US$50,00/month

Pricing model: Subscription

Free Trial: Available

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

Q. What are the main features of TeamSupport?

TeamSupport offers the following features:

  • 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

Q. Who are the typical users of TeamSupport?

TeamSupport has the following typical customers:

Small Business, Large Enterprises, Non Profit, Mid Size Business

Q. What languages does TeamSupport support?

TeamSupport supports the following languages:

English

Q. What type of pricing plans does TeamSupport offer?

TeamSupport has the following pricing plans:

Subscription

Q. Does TeamSupport support mobile devices?

TeamSupport supports the following devices:

Android, iPhone, iPad

Q. What other apps does TeamSupport integrate with?

TeamSupport integrates with the following applications:

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

Q. What level of support does TeamSupport offer?

TeamSupport offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials