TeamSupport

TeamSupport

door TeamSupport

Wie gebruikt TeamSupport?

B2B-technologiebedrijven met ondersteunings-/productteams die de ondersteuningskosten willen verlagen door hun klanten beter te begrijpen, interne samenwerking te verhogen en de klantervaring te verbeteren.

Wat is TeamSupport?

TeamSupport is de enige helpdesksoftware die gebouwd is voor business-to-business. Eenvoudige prijsniveaus bieden alle functies die je nodig hebt in B2B: een robuuste klantendatabase, omnichannel-ondersteuning, taakbeheer, SLA-beheer, rapportage en statistieken, volledig aanpasbaar en meer. Het is meer dan een ticketsysteem – het is een compleet helpdeskpakket dat de communicatie vereenvoudigt om uitzonderlijke klantenservice te bieden. TeamSupport schaalt met je mee en helpt de focus terug te krijgen op je klanten, waar het thuishoort.

TeamSupport - Details

TeamSupport

http://www.teamsupport.com

Opgericht in 2009

TeamSupport - Prijsoverzicht

TeamSupport heeft geen gratis versie maar biedt wel een gratis proefperiode. TeamSupport betaalde versie vanaf US$ 50,00/maand.

Beginprijs

US$ 50,00/maand

Gratis versie

Nee

Gratis proef

Ja

Implementatie

Cloud, SaaS, Web

Mobiel - iOS native

Mobiel - Android native

Training

Persoonlijk

Live online

Webinars

Documentatie

Ondersteuning

Kantooruren

Online

Functies van TeamSupport

Customer experience software
Analyse
Beheer van enquêtes/peilingen
Beheer van negatieve feedback
Dashboard
Gegevensverzameling via meerdere kanalen
Kennisbeheer
Klantensegmenten
Predictieve analyse
Sentimentanalyse
Tekstanalyse
Aanpasbare branding
Beheer van IT-assets
Beheer van Service Level Agreements (SLA's)
Communicatie via meerdere kanalen
Documenten opslaan
E-mailintegratie
Geautomatiseerde routing
Interactie bijhouden
Kennisbankbeheer
Netwerkcontrole
Realtime chatten
Ticketbeheer
Waarschuwingen / Escalatie
Zelfserviceportal
Auditing van problemen
Dashboard
Escalatiebeheer
Kennisbankbeheer
Opdrachtenbeheer
Projectbeheer
Taakbeheer
Terugkerende problemen
Uitgifteplanning
Bewaking van sociale media
Bijhouden van klachten van klanten
Casusbeheer
Corrigerende maatregelen (CAPA)
Enquêtebeheer
Feedbackbeheer
Formulierbeheer
Klachtenclassificatie
Kwaliteitsborgingbeheer
Problemen bijhouden
Routering
Zelfserviceportal
Afsprakenbeheer
Callcenterbeheer
E-mailbeheer
Enquêtes en feedback
Integratie van sociale media
Kennisbank
Live chatten
Prestatiemeetwaarden
Virtuele assistent
Waarschuwingen / Escalatie
Wachtrijbeheer
Workflowbeheer
Zelfserviceportal

Reviews van TeamSupport

5 van 752 reviews worden weergegeven

In totaal
4,5/5
Gebruiksgemak
4,4/5
Klantenservice
4,5/5
Functies
4,3/5
Waar voor je geld
4,4/5
Deb L.
SAP Analyst
Consumentengoederen, 501-1.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 14/5/2019

"Great Solution"

Opmerkingen: 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.

Pluspunten: 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.

Minpunten: 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.

  • Bron van de reviewer 
  • Beoordeeld op 14/5/2019
Balasubramani A.
Technical Support Specialist
Bankwezen, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
  • Totaalscore
    4/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    2/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    3/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 14/1/2020

"Inventory Management"

Opmerkingen: 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 .

Pluspunten: 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

Minpunten: 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.

  • Bron van de reviewer 
  • Beoordeeld op 14/1/2020
Vincent G.
Training Manager
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 30/4/2020

"Great Software for Ticketing and Customer Support "

Opmerkingen: 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.

Pluspunten: 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.

Minpunten: The ability for more robust or adhoc reporting.

Antwoord van de leverancier

van TeamSupport op 1/5/2020

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!

  • Bron van de reviewer 
  • Beoordeeld op 30/4/2020
Rod M.
Software Support Engineer
Informatietechnologie en -diensten, 13-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    3/5
  • Gebruiksgemak
    3/5
  • Functies en functionaliteit
    2/5
  • Klantenondersteuning
    3/5
  • Waar voor je geld
    2/5
  • Waarschijnlijkheid van aanbeveling
    5/10
  • Bron van de reviewer 
  • Beoordeeld op 5/7/2016

"RodsReview"

Opmerkingen: 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.

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

Minpunten: -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.

  • Bron van de reviewer 
  • Beoordeeld op 5/7/2016
Christo D.
Support Services Manager
Computersoftware, 13-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 21/5/2020

"Customer service has never been this convenient ."

Pluspunten: 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.

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

Antwoord van de leverancier

van TeamSupport op 29/5/2020

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]

  • Bron van de reviewer 
  • Beoordeeld op 21/5/2020