The TeamSupport entry in the CRM software market was created around one simple concept: Superior customer experiences depend upon teamwork within a company. The goal of the TeamSupport solution is to make sure that the group of people responsible for taking care of customers works well together. It does this by improving communication among team members as well as communication between the company and customers. One of its primary objectives is to ensure that customer issues are dealt with as quickly as possible. Incoming customer requests from a variety of channels are each assigned a unique ticket. Those tickets can then be flagged according to certain characteristics or key words. For example, flagging requests that include such words as “upset” or “frustrated” will help the team prioritize the handling of problems before they scale up too far and become fires that need to be put out. There is also a Knowledge Base tool that allows customers experiencing minor problems to find solutions on their own, which frees up your support team to focus on the bigger challenges that come up. There’s also a Water Cooler area where customer support team members can interact about issues and ideas. Regardless of the size of your company or its industry, if you have a help desk or support function, TeamSupport is a solution that can help.

Pros

The real advantage with TeamSupport that most users like is how thorough you can be with information on a ticket and its resolution. Notes are easily added to the ticket, which means you will have documentation for how it was resolved, or what’s been done so far if it hasn’t yet reached its final resolution. This allows multiple people to work on the same ticket when needed because all the information is right there. Files can also be attached to the ticket, which is yet another way to make sure everything relevant to that issue is with the ticket. Users also highlight that it is very easy to use, has a straightforward user interface that is simple to navigate, and requires very little training to learn how to use it. Users also like how multiple people can be added to a ticket who might need to see it, and who will then receive emails about updates to the ticket as well. Ticket progress can also be viewed easily by everyone with TeamSupport. In addition, closed tickets remain in the database and can be searched out when needed through a variety of search options.

Cons

Some users note that better integration with email would be greatly appreciated. For example, you might receive an email update about a particular ticket. If you respond to that email, your response doesn’t end up on the ticket. Instead, you would have to log into TeamSupport and specifically cut-and-paste your response manually onto the ticket.

TeamSupport’s solution in the Help Desk CRM software market is surprisingly simple, offering a platform through which customer tickets can be logged and tracked, but the way it handles attachments, prioritizing, and multiple people per ticket make it a standout solution for many users.