Hootsuite is a social media management platform for building brand awareness, engaging with customers, and driving business results. Users can schedule posts across multiple social networks (including Instagram, TikTok, Twitter, Facebook, LinkedIn, Pinterest, and YouTube ), manage organic and paid social content together, keep track of customer conversations, integrate with over 200+ applications, and gain actionable real-time insights from social media to make critical business decisions from…
$249
per month per user
TeamSupport
Score 8.5 out of 10
Mid-Size Companies (51-1,000 employees)
TeamSupport is customer support software built for B2B software and technology companies. The solution offers ticket management, a customer and contact database, reporting and analytics, multi-channel support, built-in collaboration tools, and many native integrations.
$45
per month per user
Pricing
Hootsuite
TeamSupport
Editions & Modules
Standard
$199
per month (billed annually) Starts at 1 user, 10 social accounts
Advanced
$399
per month (billed annually) Starts at 1 user, unlimited social accounts
Enterprise
Custom Pricing
per year
Starter
$45
per month per user
Professional
$65
per month per user
Scale
$85
per month per user
Offerings
Pricing Offerings
Hootsuite
TeamSupport
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Optional
Optional
Additional Details
Plans can be paid monthly or annually, with a discount for annual pricing.
Hootsuite is a great starter tool for companies that want to use a scheduling service for their social media content. It allows access to nearly all of the commonly used social media platforms, so no matter where you share content, Hootsuite will allow you to do it with ease.
TeamSupport is a great ticketing/help desk platform for small companies. It gets the job done and allows for multiple teams to manage workloads. It is not best for bigger organizations as there are lots of lacking features (mobile app, integrations, robust Jira/Confluence like system). The support for TeamSupport is great too. They usually get in touch with customers quickly when the system is down and they resolve issues quickly as well.
Scheduling of content. The ease of use for Hootsuite's planner abilities is top of the industry. It is simple and effective in posting content to different channels and accounts.
Analytics are superior on Hootsuite. Their custom reports allow you to view very specific KPI's that you can adjust for each channel or account. The reports are also exportable to be used for others in the company.
Inbox management. The inbox manager is superior to any in the industry. Hootsuite allows you to tag certain phrases or keywords to better filter messages based on importance or topic.
There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
Because of the way algorithms works, we would have loved to be able to automate making a post with no link and posting the first comment with a link (hello LinkedIn)
We would have loved an easy way to post from a main account and repost the post for other accounts we administrate, for instance a corporate post reposted by individuals for LinkedIn, or retweets from one main account by child accounts
We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
At this time we are satisfied that Hootsuite offers the most of what we are looking for at the most reasonable price point. As the social media landscape and monitoring/scheduling software changes, so do our needs. We re-evaluate our tools semi-annually or as new tools emerge onto the market. If we find at any point that we aren't gaining an advantage, then we are open to switching products.
We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
The overall usability is awesome, the scheduling, reporting, etc. The spellcheck and feature that used to be a part of it was awesome and we are sad to see that it was taken away. However, we do like the AI feature and emoji customization. The new ad and paid media element is something we are starting to explore, especially for Facebook and Linkedin
I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it. But the portal offers great tools and guides on workarounds.
Gliches have made it a bit of a bind, particularly when you just want to 'click and send' a web article after you have read it - and then you have to deal with support (a great team but not always able to solve the problems with the gliches). Gliches with it loading properly, gliches with 'double ups in FB on the posts (the personal page and the business page if both clicked will lead to 2 lots of postings to each page!)
HootSuite does everything it is designed to do very well: the product's performance is very reliable and efficient. Like other tools, there is always a room for new developments and updates, and the HootSuite team recognizes this and focuses on new development as well.
I can manage all of my accounts on one site! It's absolutely amazing! The dashboard is helpful to see how you are doing as well. Still getting to understand the analytics and may need to reach out for help on this
TeamSupport's ease of use and the way it benefited our company overall. From cost improvements, ROI, and overall management of team members it gets high marks. We are better able to support our customer base by providing improved support in a more timely fashion. The End User view of IT Support overall has improved just through using this platform in our company.
The online training is decent; however, it takes a lot more time to search for answers to my questions. Having a training session with a live person was much more effective as they were able to quickly address the business needs I have.
Simple and easy to use, and have never had any issues. We like how it saves me time and allows me to plan in advance. I plan on using this for as long as I can and will encourage others to use it too. If you haven't tried it you should. I hope my review is helpful to everyone.
Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
Hootsuite is definitely the most cost effective of the bunch for the goals that my clients have. The AI caption generation is also perfect for cutting down on time. Caption creation actually takes up a lot of time in the scheduling process for content and this feature made Hootsuite stand out to me!
TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
I have been able to evaluate which posts, in general, do well and figure out what types of posts to make (content)
It's been harder however to compare on social medial platform compared to another because it's hard to duplicate a post with a new owly (I think you used to be able to) but more so, you also can't assign it a custom owly link so I can see at a glance which owly link was associated with what platform.
