Excellent, Modern, Intuitive Option
September 18, 2015

Excellent, Modern, Intuitive Option

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TeamSupport

TeamSupport is used by our Support, Sales, Development and Training staff. It helps serve as a central, shared database where we can communally track customer interaction including general questions, product use, bugs, enhancements and quality assurance. It addresses our needs for a comprehensive customer support portal, customer-facing knowledge base, internal reference Wiki while allowing for comprehensive tracking of issues through the reporting mechanism.
  • The interface is much more intuitive than most of TeamSupport's competitors.
  • It is thoroughly customizable to allow for use of terminology that is relevant to my business and staff.
  • It is a very efficient product to use. Time is generally saved, not wasted.
  • Screen recording, embedding of images and videos is remarkably simple and works very well.
  • There are some workflow points that could be improved such as allowing for the ability to work on several new, unsaved tickets at one time.
  • There are periodic bouts of slowness or downtime that our staff encounters.
  • The reporting mechanism isn't the most intuitive and doesn't always generate the report I'm expecting. I could see this being reviewed and improved.
  • Better customer service
  • Better transparency
  • Unifying remote employees under one roof
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.
How many departments will be using TeamSupport and how many "Groups" will I therefore need to create? The answer will impact how much you are spending on TeamSupport. The same goes for individual employees who use it. Additionally, you should ask how important uptime is and get assurance on how quickly issues will be resolved if there is downtime from TeamSupport during business hours. Finally, you should ask how the reporting component will meet your needs.