Item: TeamSupport
Rating: 9
Author: David Lebert

Overall Satisfaction with TeamSupport

Pros and Cons

Pros

It allows us to track metrics on what products customers are having issues with, what type of issues and how long it takes to solve an issue. We sell through distribution so we don't usually have a list of end users. With Team Support, anyone who has called in is entered into the database along with what product they are using. We can then use that list to send our Product Advisories or announce major new features.
We use the automated features to prompt customers to respond to solutions provided and, after the appropriate number of reminders and days have passed, to automatically close the ticket.

Cons

There is currently no way to carry on a side conversation within TeamSupport with internal subscribers vs the external. This means we have to use Outlook to carry on a conversation with engineering and then paste their answers back into the ticket to keep a record of what was discussed.
Default settings produce a huge amount of emails. While this relatively easy to modify, when you first start using the product it can be a bit overwhelming.

Return on Investment

Metrics that we extract from TeamSupport allow us to show we are meeting our continuous improvement initiatives as well as identifying areas we need to focus on.
Through the use of Customer Portals and automatic ticket generation via email or web interface, we can more efficiently utilize individuals' support expertise. The efficiencies gained have meant more time for the support group to directly participate in product development and testing.

The software is easy to use and more than fulfills our minimum requirements for a tech support database tool. TeamSupport is constantly adding new features, both that they identified themselves and that were directly requested by TeamSupport users. One of the most important things that a company does is communicate with its customers, especially when there is a problem. While we would all prefer to never have any down time, that just isn't possible. So when something happens it is critical you keep your users informed of what is going on and how long it will take to fix things. TeamSupport gets an A+ when it comes to keeping customers informed.
You can make the answers in your tickets available in an FAQ. Obviously, the longer you stick with TeamSupport, the more complete and useful the FAQ will be for your customers.

Likelihood to Recommend

TeamSupport is very customizable in how it looks, what it does and how you interact with it We looked at a half-dozen products before selecting TeamSuport, and we have not been disappointed with our choice at all. Although we have our support divided into 3 regions anyone can access any of the tickets regardless of region if needed. It's extremely flexible in this regard.

Comments

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Laura Ballam
(Vendor Representative) commented 10 years ago
hi David, thank you for your feedback! We wanted to let you know that TeamSupport includes several features to enhance collaboration. Two options to address your concerns are either the Water Cooler (you can associate WC conversations with tickets/customers and they will attach to them), or you can use the "add private action" feature within the ticket itself. Please feel free to contact support@teamsupport.com any time and they will be happy to assist you with this.

Versatile and customizable