TeamSupport Übersicht

Was ist TeamSupport?

Cloudbasierte Kundenservice- und Help-Desk-Software, die für B2B-Technologie- und Softwareunternehmen mit externer Kundenbetreuung entwickelt wurde.

TeamSupport ist eine für Business-to-Business-Kundenbetreuung entwickelte Help-Desk-Software. Möchtest du endlich die Übersicht über deine Kund*innen behalten und Tickets zuverlässig Unternehmen zuordnen können? Die nutzerfreundliche Kundendatenbank mit hierarchischen Strukturen, anpassbaren SLAs und dem Customer-Health-Index hilft dir, Tickets auf mehreren Ebenen zu verwalten, um die Supportkosten zu senken und gleichzeitig die Kundenerfahrung zu verbessern.

Hast du es satt, endlose E-Mails zu versenden, um ein Problem zu ermitteln? Die integrierte Bildschirmaufzeichnung und der Video-Live-Chat erleichtern die Kommunikation mit Kund*innen, so dass du Probleme schneller lösen kannst. Suchst du nach einer besseren Lösung? Teste die B2B-fokussierten Kollaborationstools, erweiterte Berichterstattung, Produkte und Inventar, Kundenselbstbedienung, native Integrationen und mehr.

Suchst du nach einer besseren Lösung? Teste die B2B-fokussierten Kollaborationstools, erweiterte Berichterstattung, Produkte und Inventar, Kundenselbstbedienung, native Integrationen und mehr.

Die komplette Kundendatenbank ermöglicht es dir, alle Kundeninteraktionen zu sehen, nicht nur einzelne Tickets. Verwalte Kund*innen auf Firmen- oder Kontaktebene, anstatt nur eine Sammlung von Tickets zu sehen. Wenn Kund*innen mit dir Kontakt aufnehmen, siehst du sofort, welche anderen Mitarbeiter*innen dieses Unternehmens Kontakt aufgenommen haben und welche Produkte die jeweiligen Kund*innen gerade haben. Du kannst deine Kund*innen proaktiv verwalten, anstatt nur auf Help-Desk-Anfragen zu reagieren. Die Funktion „Verwandte Tickets“ ermöglicht es dir sogar, separate Tickets miteinander zu verknüpfen.

Anpassbare SLAs bieten die Flexibilität, mehrere SLAs pro Unternehmen oder Produkt abzudecken, Zeitzonen und Feiertage zu berücksichtigen und eine Pause auf der Grundlage festgelegter Kriterien zu machen, damit du nie wieder einen Servicevertrag verpasst.

Interne Kollaboration in Echtzeit bringt Transparenz für jeden in deinem Team, so dass du kompliziertere Probleme lösen, Informationen über Kund*innen oder Tickets austauschen und Produktentwickler*innen und Vertrieb auf dem Laufenden halten kannst, um ein besseres Vorfallmanagement zu ermöglichen.

Vollständig integrierte Bildschirm- und Videoaufzeichnungen ermöglichen es den Agent*innen, detaillierte Anweisungen zu versenden, Schulungsvideos für die Wissensdatenbank zu erstellen oder deine Kund*innen Bildschirmaufnahmen vom jeweiligen Problem machen zu lassen.

Intelligent-Submission-Deflection schlägt automatisch Artikel aus der Wissensdatenbank vor, wenn deine Kund*innen beginnen, ihr jeweiliges Problem zu beschreiben, wodurch das Problem oft gelöst wird, ohne dass ein neues Ticket erstellt werden muss.

Erweitertes Kundenserviceportal, das entwickelt wurde, um sich direkt in deine Website zu integrieren, sodass deine Kund*innen rund um die Uhr Antworten erhalten können: Kund*innen können Tickets einreichen und prüfen, die Wissensdatenbank durchsuchen, Bildschirmaufzeichnungen hinzufügen/Dateien anhängen und an Community-Foren teilnehmen.

Im visuellen Kundenchat können Agent*innen und Kund*innen mit Audio oder Video chatten, um Probleme schneller zu erkennen und zu lösen.

TeamSupport ist extrem einfach zu bedienen, und die Standardeinrichtungen ermöglichen eine schlüsselfertige Nutzung, so dass du sofort loslegen kannst!

TeamSupport Übersicht

Kosten

Beginnt ab
50,00 $/Monat

Preisoptionen

Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis

TeamSupport Funktionen

Geräte
Unternehmensgröße
K M G
Märkte
Vereinigte Staaten von Amerika, Kanada, Vereinigtes Königreich, Australien, Indien, Deutschland, Mexiko
Unterstützte Sprachen
Englisch

Medien

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
Videos zu TeamSupport Videos zu TeamSupport Videos zu TeamSupport Videos zu TeamSupport Videos zu TeamSupport 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 Bewertungen

TeamSupport Bewertungen

Gesamtbewertung
4,5
/
5
Ausgezeichnet
459

Sehr gut
264

Durchschnitt
51

Gering
5

Schlecht
1

Preis-Leistungs-Verhältnis
4,4
Funktionen
4,3
Bedienkomfort
4,4
Kundenbetreuung
4,5
93% haben diese Anwendung empfohlen
Ifeoma O.

Team support makes us a more efficient with customer support.


Mit Google übersetzen
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 .


Mit Google übersetzen
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.


Mit Google übersetzen
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)


Mit Google übersetzen
Christopher H.

TeamSupport is a huge asset to our company


Mit Google übersetzen
Ifeoma O.
Untern. Größe: 1.001-5.000 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

Team support makes us a more efficient with customer support.

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 10.7.2018
Quelle der Bewertung: Capterra

Vorteile

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.

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 9.0/10

Balasubramani A.
Branche: Bankwesen
Untern. Größe: 2-10 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

Inventory Management

Täglich für 6-12 Monate genutzt
Bewertet am 14.1.2020
Quelle der Bewertung: 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 .

Vorteile

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

Nachteile

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.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Dan W.
Branche: Medizinische Geräte
Untern. Größe: 11-50 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

Flexible customer support platform that shows promising growth

Täglich für 6-12 Monate genutzt
Bewertet am 1.9.2020
Quelle der Bewertung: 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.

Vorteile

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.

Nachteile

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.

Übersetzen auf: Deutsch

Antwort von 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 success@teamsupport.com directly. Thanks again!

Verteilung der Bewertung

Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 8.0/10

Robert H.
Branche: Computer-Software
Untern. Größe: 201-500 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

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

Täglich für 1-5 Monate genutzt
Bewertet am 28.10.2016
Quelle der Bewertung: 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)

Vorteile

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.

Nachteile

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).

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 4.0/10

Christopher H.
Branche: Computer-Software
Untern. Größe: 11-50 Mitarbeiter
Übersetzen auf: Deutsch
Übersetzen auf: Deutsch

TeamSupport is a huge asset to our company

Täglich für Mehr als 1 Jahr genutzt
Bewertet am 8.9.2020
Quelle der Bewertung: Capterra

Vorteile

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

Nachteile

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

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Nutzerempfehlung
8,6/10
Basierend auf 780 Benutzerbewertungen
Vergleiche Nutzerempfehlungen mit Alternativen
Mit Alternativen vergleichen

TeamSupport Preis

TeamSupport Preis

Beginnt ab
50,00 $/Monat
Gratis Testen
Abonnement
Preis-Leistungs-Verhältnis
Preis-Leistungs-Verhältnis
4,4/5
Basierend auf 780 Benutzerbewertungen
Vergleiche das Preis-Leistungs-Verhältnis mit Alternativen
Mit Alternativen vergleichen

TeamSupport Funktionen

TeamSupport Funktionen

API
Aktivitäts-Dashboard
Aktivitäts-Verfolgung
Anpassbare Berichterstellung
Anpassbare Vorlagen
Automatische Benachrichtigungen
Benutzerdefinierte Felder
Berichterstattung und Statistik
Daten-Import / -Export
E-Mail-Integration
Echtzeit-Daten
Elektronische Zahlungen
Erinnerungen
Integration von Dritten
Kalenderverwaltung
Kontaktmanagement
Kundendatenbank
Kundenspezifisches Branding
Social-Media-Integration
Umfragen & Feedback
Funktionen
4,3/5
Basierend auf 780 Benutzerbewertungen
Vergleiche Funktionen mit Alternativen
Mit Alternativen vergleichen

Kategorien

TeamSupport Häufig gestellte Fragen

TeamSupport Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über TeamSupport.

F. Welche Preispläne bietet TeamSupport an?

TeamSupport bietet folgende Kostenpläne an:

Beginnt ab: 50,00 $/Monat

Preismodell: Abonnement

Gratis Testen: Verfügbar

F. Was sind die Hauptfunktionen von TeamSupport?

Wir haben keine Informationen über die Funktionen von TeamSupport

F. Wer sind die typischen Nutzer von TeamSupport?

TeamSupport hat die folgenden typischen Kunden:

Kleine Unternehmen, Großunternehmen, Non-Profit, Mittlere Unternehmen

F: Welche Sprachen werden von TeamSupport unterstützt?

TeamSupport unterstützt die folgenden Sprachen:

Englisch

F. Welche Preispläne bietet TeamSupport an?

TeamSupport hat folgende Preismodelle:

Abonnement

F. Unterstützt TeamSupport mobile Geräte?

TeamSupport unterstützt die folgenden Geräte:

Android, iPhone, iPad

F. Mit welchen anderen Applikationen integriert TeamSupport?

TeamSupport kann in folgende Anwendungen integriert werden:

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

F. Welche Varianten der Kundenbetreuung bietet TeamSupport an?

TeamSupport bietet folgende Optionen für Kundensupport:

Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen