Sobre TeamSupport

Software de atención al cliente y help desk basado en la nube y diseñado para empresas de software y tecnología B2B con asistencia a clientes externos.

TeamSupport es un software de help desk creado para asistencia al cliente entre empresas. Recupera la visibilidad de los clientes y asocia los tickets a las empresas. La base de datos de clientes fácil de usar incluye relaciones dependientes, SLA personalizables e índice de salud del cliente para gestionar tickets en múltiples niveles, disminuir los costes de asistencia y mejorar la experiencia del cliente.

Adiós al intercambio de correos electrónicos intentando dilucidar cuál es el problema. El chat en vivo incorporado con video y grabación de pantalla facilitan la comunicación con los clientes para que puedas resolver los problemas más rápidamente. Llega algo mejor. Prueba las herramientas de colaboración centradas en B2B, creación de informes avanzados, productos e inventario, autoservicio para clientes, integraciones nativas y más.

Llega algo mejor. Prueba las herramientas de colaboración centradas en B2B, creación de informes avanzados, productos e inventario, autoservicio para clientes, integraciones nativas y más.

La completa base de datos de clientes permite ver todas las interacciones con los clientes, no solo los tickets individuales. Gestiona clientes a nivel de empresa o contacto en lugar de solo visualizar una colección de tickets. Cuando un cliente te contacta, la solución muestra inmediatamente quién más de esa empresa se ha contactado y qué productos tienen actualmente. Así es posible ayudar a los clientes de manera proactiva en lugar de reaccionar a las solicitudes de help desk. La función de tickets relacionados permite, incluso, referenciar casos separados entre sí.

Los SLA personalizables son flexibles para cubrir múltiples SLA por empresa o producto. Tienen en cuenta las zonas horarias y los días festivos y descansos según criterios establecidos para que nunca vuelvas a incumplir un acuerdo de servicio.

La colaboración interna en tiempo real brinda visibilidad a todos los integrantes del equipo para resolver los problemas más complicados, compartir información sobre clientes o tickets e informar a los comerciales y desarrolladores del producto para gestionar mejor los incidentes.

Las grabaciones de pantalla y video totalmente integradas permiten a los agentes enviar instrucciones detalladas y crear videos de formación para la base de conocimientos o hacer que los clientes hagan grabaciones de sus pantallas para mostrar el problema exacto que tienen.

El desvío inteligente de solicitudes sugiere de forma automática artículos de la base de conocimientos cuando el cliente comienza a describir el problema, lo que a menudo facilita su resolución sin tener que crear un nuevo ticket.

Portal avanzado de atención al cliente diseñado para adaptarse a tu sitio web. Los clientes pueden recibir respuestas en horario ininterrumpido, enviar y verificar tickets, buscar en la base de conocimientos, agregar grabaciones de pantalla/adjuntar archivos y participar en foros comunitarios.

El chat visual con el cliente permite a los agentes y clientes chatear con audio o video para identificar y resolver los problemas más rápidamente.

TeamSupport es sumamente fácil de usar y sus configuraciones predeterminadas permiten comenzar a usarlo de inmediato.

Dispositivos

Tamaño de la empresa

P M G

Disponible en los países siguientes

Australia, Canadá, Alemania, Reino Unido, India, México, Estados Unidos

Idiomas admitidos

inglés

Imágenes

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
TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers
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
The Ticket Grid is where you can see all your tickets: open, closed, etc. and you can customize Ticket Views to see exactly what you need
Built-in Screen and Video Recording make it so much easier to communicate with customers and solve issues faster
Ticket Collision Prevention notifies users when another user is working on the same ticket.
Complete Ticket Automation to increase efficiency and free your agents to work on customer issues
Task Management helps you manage projects and assign tasks to resolve issues
TeamSupport is collaborative customer support software, so you can assign tickets to groups for faster ticket resolution
The Water Cooler is a central place to communicate with your coworkers. Share updates, ask for help, or chat one-on-one
Best-in-Class Service Level Agreements (SLAs) mean you can stay on top of customer commitments so nothing falls through the cracks
Fully customizable user dashboards. TeamSupport offers 100s of out-of the box reports, or you can build your own!
Agent Ratings make sure you and your agents know how they're doing, and keep an eye on customer satisfaction
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 includes native Live Chat functionality for your customers
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.
Full product database helps you keep track of products and versions. You can also assign them to users, customers, or tickets
Keep track of Inventory
Asset Management lets you see what inventory you have on-hand
TeamSupport offers User Rights Management so you can control who has access to what information based on title, group, or even at an account or customer level
Customer Insights
Best In Class SLA Management
Ticket Deflection
Ver 28 más
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Captura de pantalla de TeamSupport: The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory! Captura de pantalla de TeamSupport: TeamSupport's Customer Distress Index (CDI) helps you get more proactive by identifying potential at-risk customers before it's too late Captura de pantalla de TeamSupport: Customer Alerts are great for quickly sharing information with your team Captura de pantalla de TeamSupport: TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers Captura de pantalla de TeamSupport: Complete contact database so you can keep track of every contact at every company Captura de pantalla de TeamSupport: The contact record also shows related tickets, notes, files, and even agent ratings Captura de pantalla de TeamSupport: The Ticket Page Captura de pantalla de TeamSupport: The Ticket Grid is where you can see all your tickets: open, closed, etc. and you can customize Ticket Views to see exactly what you need Captura de pantalla de TeamSupport: Built-in Screen and Video Recording make it so much easier to communicate with customers and solve issues faster Captura de pantalla de TeamSupport: Ticket Collision Prevention notifies users when another user is working on the same ticket. Captura de pantalla de TeamSupport: Complete Ticket Automation to increase efficiency and free your agents to work on customer issues Captura de pantalla de TeamSupport: Task Management helps you manage projects and assign tasks to resolve issues Captura de pantalla de TeamSupport: TeamSupport is collaborative customer support software, so you can assign tickets to groups for faster ticket resolution Captura de pantalla de TeamSupport: The Water Cooler is a central place to communicate with your coworkers. Share updates, ask for help, or chat one-on-one Captura de pantalla de TeamSupport: Best-in-Class Service Level Agreements (SLAs) mean you can stay on top of customer commitments so nothing falls through the cracks Captura de pantalla de TeamSupport: Fully customizable user dashboards. TeamSupport offers 100s of out-of the box reports, or you can build your own! Captura de pantalla de TeamSupport: Agent Ratings make sure you and your agents know how they're doing, and keep an eye on customer satisfaction Captura de pantalla de TeamSupport: 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 Captura de pantalla de TeamSupport: TeamSupport includes native Live Chat functionality for your customers Captura de pantalla de TeamSupport: 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. Captura de pantalla de TeamSupport: Full product database helps you keep track of products and versions. You can also assign them to users, customers, or tickets Captura de pantalla de TeamSupport: Keep track of Inventory Captura de pantalla de TeamSupport: Asset Management lets you see what inventory you have on-hand Captura de pantalla de TeamSupport: TeamSupport offers User Rights Management so you can control who has access to what information based on title, group, or even at an account or customer level Captura de pantalla de TeamSupport: Customer Insights Captura de pantalla de TeamSupport: Best In Class SLA Management Captura de pantalla de TeamSupport: Ticket Deflection

Funciones

Funcionalidades totales de TeamSupport: 144

  • API
  • Acciones activadas por evento
  • Acciones preventivas y correctivas (CAPA)
  • Actualizaciones en tiempo real
  • Alertas de correo electrónico
  • Alertas y alzada
  • Alertas y notificaciones
  • Almacenamiento de documentos
  • Análisis de atención al cliente
  • Análisis de productividad
  • Análisis de sentimientos
  • Análisis de texto
  • Análisis en tiempo real
  • Archivos de audio y vídeo bidireccionales
  • Arrastrar y soltar
  • Asistencia por vídeo
  • Auditoría de problemas
  • Autenticación
  • Autenticación de dos factores
  • Autorizaciones basadas en roles
  • Autorrespondedores
  • Base de datos de clientes
  • Base de datos de contactos
  • Búsqueda/filtro
  • CRM
  • Calendarios de equipo
  • Campos personalizables
  • Categorías personalizables
  • Catálogo de productos
  • Chat en tiempo real
  • Chat en vivo
  • Chat y mensajería
  • Chatbot
  • Comentarios/notas
  • Compras y recepción
  • Comunicación multicanal
  • Configuración de flujos de trabajo
  • Controles o permisos de acceso
  • Creación de diagramas
  • Creación de informes en tiempo real
  • Creación de informes y estadísticas
  • Creación de informes/análisis
  • Creación de marca personalizable
  • Datos en tiempo real
  • Distribución automática de clientes potenciales
  • Encuestas y comentarios
  • Enrutamiento
  • Enrutamiento automatizado
  • Etiquetado
  • Flujo de trabajo basado en reglas
  • Flujo de trabajo configurable
  • Flujo de trabajo de proyectos
  • Formularios personalizables
  • Foros en línea
  • Garantía de calidad
  • Gestión de SLA (Service Level Agreement)
  • Gestión de aplicaciones
  • Gestión de asignaciones
  • Gestión de calendarios
  • Gestión de casos
  • Gestión de centros de atención telefónica
  • Gestión de citas
  • Gestión de colas de espera
  • Gestión de comentarios
  • Gestión de configuración
  • Gestión de contactos
  • Gestión de contratos o licencias
  • Gestión de correo electrónico
  • Gestión de datos del producto
  • Gestión de flujos de trabajo
  • Gestión de formularios
  • Gestión de incidentes
  • Gestión de inventarios
  • Gestión de la asistencia técnica
  • Gestión de la base de conocimiento
  • Gestión de la disponibilidad
  • Gestión de la experiencia del cliente
  • Gestión de los comentarios negativos
  • Gestión de problemas
  • Gestión de problemas
  • Gestión de proyectos
  • Gestión de quejas
  • Gestión de recursos
  • Gestión de tareas
  • Gestión de tickets
  • Gestión de tickets de soporte
  • Gestión del cambio
  • Gestión del conocimiento
  • Gestión multicanal
  • Grabación de videollamada
  • Herramientas de colaboración
  • Historial de cliente
  • Importación y exportación de datos
  • Informes personalizables
  • Integraciones de terceros
  • Integración de páginas web
  • Macros y modelos de respuestas
  • Mensajería SMS
  • Modelos personalizables
  • Métricas de rendimiento
  • Notificaciones en tiempo real
  • Panel de actividades
  • Panel de comunicaciones
  • Perfiles de clientes
  • Personalización
  • Planificación de proyectos
  • Plantillas de correo electrónico
  • Portal de autoservicio
  • Portal de clientes
  • Priorización
  • Problemas recurrentes
  • Programación de incidencias
  • Recopilación de datos multicanal
  • Recordatorios
  • Registro único
  • Segmentación de clientes
  • Seguimiento de actividades
  • Seguimiento de actividades de clientes
  • Seguimiento de activos
  • Seguimiento de activos de TI
  • Seguimiento de defectos
  • Seguimiento de estado
  • Seguimiento de interacciones
  • Seguimiento de interacciones
  • Seguimiento de inventario
  • Seguimiento de la producción
  • Seguimiento de problemas
  • Seguimiento de quejas de clientes
  • Seguimiento de tickets de soporte
  • Seguimiento del proyecto
  • Seguimiento por correo electrónico
  • Seguridad SSL
  • Sincronización de calendario
  • Supervisión
  • Supervisión de redes
  • Supervisión de redes sociales
  • Supervisión en tiempo real
  • Transcripción de chat
  • Varias cuentas de usuario
  • Varias empresas
  • Varias ubicaciones
  • Varios proyectos
  • Widgets
  • Wiki

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LiveAgent

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#2 alternativa a TeamSupport
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Alloy Navigator

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#3 alternativa a TeamSupport
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Zoho Desk

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#4 alternativa a TeamSupport
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Opiniones

Calificación general

4.5 /5
(793)
Relación calidad-precio
4.4/5
Funciones
4.3/5
Facilidad de uso
4.4/5
Asistencia al cliente
4.5/5

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Mostrando 5 opiniones de 793
Dylan R.
Calificación general
  • Sector: Entretenimiento
  • Tamaño de la empresa: 201-500 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

TeamSupport Supports

Revisado el 6/3/2021

The best part of TeamSupport is the support, the support team has helped us sort out every problem...

The best part of TeamSupport is the support, the support team has helped us sort out every problem along the way and do it pretty quickly. If the software doesn't have the ability to do what you're trying to do, feature requests are often filled to meet your needs.

Puntos a favor

Easy workflow and team management - TeamSupport has improved our customer support vastly over the years, we use groups for our different support teams and brands to keep things well organized. Over the years we have taken advantage of more features and functions including asset management, automation and data management via API.

Puntos en contra

There isn't much that we don't like about TS, but our team would benefit from a better mobile version that allows you to easily update customer tickets, at the moment the mobile functionality is designed to be more of internal operations and collaboration rather than customer-facing.

Respuesta de TeamSupport

Thanks for sending good vibes our way! 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.

Tyler R.
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Intuitive, Useful Software Company-wide

Revisado el 24/3/2021

Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong...

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

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.

Rod M.
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 5.0 /10

RodsReview

Revisado el 5/7/2016

Been on the system of a year and half and the same issue still plague me. I have submitted Numerous...

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.

Puntos a favor

-Its Cheap per seat,
-Its customization of fields

Puntos en contra

-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.

Blair N.
Calificación general
  • Sector: Seguridad e investigaciones
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Solid Product and great ticketing software

Revisado el 13/2/2021

I've been impressed with the support and response times from the the Chat requests; I always...

I've been impressed with the support and response times from the the Chat requests; I always receive a swift and helpful response. Their Knowledge Base is also very robust and easy to search for content.

Puntos a favor

Ease of use and comprehensive knowledge base, both internal and customer facing. The Dashboard is very intuitive and easy to access key reports and information.

Puntos en contra

Reporting is moderate, would like to see some deeper reporting features

Respuesta de TeamSupport

We sure appreciate the positive review Blair. All feedback helps us continue to improve. Remember, there are many resources that we provide so that you continue to have all of the tools you need to make the most of the TeamSupport platform, including our monthly TeamSupport University webinar exclusively for our clients.

Plan to join us on the fourth Wednesday of the month to get some additional tips and tricks from our subject matter experts. Learn more and watch previous TSU programs on demand https://www.teamsupport.com/b2b-customer-service-university

Balasubramani A.
Calificación general
  • Sector: Banca
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Inventory Management

Revisado el 14/1/2020

I personally like Team Support as it has optimized our business operations considerably. We create...

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 .

Puntos a favor

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

Puntos en contra

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.

Mostrando 5 opiniones de 793 Todas las opiniones

Preguntas frecuentes sobre TeamSupport

He aquí algunas preguntas frecuentes sobre TeamSupport.

TeamSupport ofrece los siguientes planes de precios:

  • A partir de: USD 50.00/mes
  • Modelo de precios: Suscripción
  • Prueba gratis: Disponible

No tenemos información sobre las características de TeamSupport

Los clientes habituales de TeamSupport son:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

TeamSupport admite los siguientes idiomas:

inglés

TeamSupport admite los siguientes dispositivos:

Android (móvil), iPhone (móvil), iPad (móvil)

TeamSupport se integra con las siguientes aplicaciones:

Beanstalk, Customer Thermometer, Dropbox Business, Drupal, Facebook, FreeWebsite.com, Gmail, GoDaddy Website Builder, Google Analytics, Google Calendar, Google Maps, Highrise, HubSpot CRM, HubSpot Marketing Hub, Jira, Joomla, JumpBox for Trac/Subversion, Mailchimp, Microsoft 365, Microsoft Outlook, Microsoft Visual Studio, Nicereply, Oracle CRM On Demand, Oracle Service, Salesforce Sales Cloud, ServiceNow, Slack, Squarespace, SurveyMonkey, Twitter, Web.com, Weebly, WordPress, Zapier, Zoho Analytics, Zoho CRM

TeamSupport ofrece las siguientes opciones de asistencia:

E-mail/Help Desk, Preguntas frecuentes/foro, Base de conocimientos, Asistencia telefónica, Chat

Categorías relacionadas

Ver todas las categorías de software encontradas para TeamSupport.