¿Qué es TeamSupport?

TeamSupport es una destacada solución de asistencia al cliente centrada en B2B que ayuda a generar satisfacción y lealtad. Una solución de asistencia escalable y todo en uno diseñada para que las empresas B2B colaboren fácilmente. Forma al equipo de asistencia para crear mejores experiencias de cliente centradas en mejorar y mantener las relaciones. Útil para empresas B2B en los sectores de software, atención médica y transporte. Agiliza la comunicación y la gestión de tickets para aumentar la eficiencia del equipo.

¿Quién usa TeamSupport?

Empresas de tecnología B2B con equipos de asistencia/productos que desean reducir los costes de asistencia al comprender mejor a sus clientes, enriquecer la colaboración interna y mejorar la experiencia del cliente.

TeamSupport Software - 1
TeamSupport Software - 2
TeamSupport Software - 3
TeamSupport Software - 4

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Opiniones de TeamSupport

Evaluación media

General
4,5
Facilidad de uso
4,4
Atención al cliente
4,5
Funcionalidades
4,3
Relación calidad-precio
4,4

Opiniones por tamaño de empresa (empleados)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Encontrar opiniones por puntuación

5
53%
4
39%
3
6%
2
1%
1
0%
Ifeoma
Ifeoma
Developer en Nigeria
Usuario de Linkedin verificado
, 1.001-5.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Team support makes us a more efficient with customer support.

5,0 hace 5 años

Puntos a favor:

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.

Puntos en contra:

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.

Tyler
QA Manager en EE. UU.
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Intuitive, Useful Software Company-wide

4,0 hace 2 años

Comentarios: Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong as a useful solution for us whose advantages outweigh its detractors.

Puntos a favor:

I like the largely intuitive interface and functionality. Creating actions (public/private) are extremely easy as is pasting in-line images, adding attachments and customizing ticket types. Once saved, the formatting of actions are ideal and translate to what the user entered. Not all other ticketing software handles it this well.

Puntos en contra:

Performance/stability has certainly improved over the years and has become more reliable. Despite that, there are the odd instances of slowness or degraded performance. The reporting could be more robust and easier. The ability to create more than one new (unsaved) ticket simultaneously would be very helpful.

Respuesta de TeamSupport

hace 2 años

Hi Tyler, Thanks for writing to let us know your thoughts about TeamSupport. While we were really glad to hear that you've generally had a good experience so far, it looks like we fell short in one area, and that's not okay. I want you to know that I've spoken to our Director of Customer Success about this, and we're going to make sure this isn't an issue moving forward. We're always improving our platform and will also make our development team aware to factor into future updates and enhancements. We'll look forward to talking directly to learn more and I promise we'll find a solution to your issue.

Vinodh Kumar
Administrator en India
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Amazing tools with worth for small organizations.

5,0 hace 2 semanas Nuevo

Puntos a favor:

Ticket collision and even calendar, Customer Self-Service, Ticket Deflection

Puntos en contra:

Ticket Automation & Routing Rules,Collaboration Features Within Tickets

Robert
Service Manager en EE. UU.
Software informático, 201-500 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

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

3,0 hace 6 años

Comentarios: 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)

Puntos a favor:

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.

Puntos en contra:

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).

Mizanur Rahman
CEO en Bangladés
Marketing y publicidad, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Customer support can be more efficient with TeamSupport.

5,0 la semana pasada Nuevo

Comentarios: I really like TeamSupport a lot. It has helped us get in touch with our customers through live chats, IT ticketing system, and reply to inquiries on time, thus improving our relationship with our customers.

Puntos a favor:

It is easy to understand and has many useful tools, as well as being able to modify it for what is most valuable to us. We can save customers, and when they create new tickets, their info is populated automatically.

Puntos en contra:

I have nothing to dislike TeamSupport. But they may improve their website. Site functionality or page load times have occasionally slowed down.