What do you like best?
-TeamSupport is extremely easy to use and teach people
-The system is flexible enough to adapt to different situations
-Clients can log into a knowledgebase center for self-help and to download product updates
-Easy to setup automation to free up the team
-Easy to run metrics
-Metrics can be displayed on dashboard
-Link to online customer chat that can go on your website
-The ability to create task lists with reminders for future work for clients
-TeamSupport user management is really good for managing permissions and routing emails to the appropriate user groups
-Support team is always very helpful and responsive
What do you dislike?
- The bug tracking system they provide could use a little more work to be more friendly for developers
- A few more options to customize would be nice in the Community Forum area
- Online customer chat could use a bit of an update
- More layout customization in the hub/kb section would be nice
Recommendations to others considering the product:
I highly recommend TeamSupport to anyone with a support team as it will help your team streamline workflows, reduce staff requirements, while increasing client service value. The TeamSupport team is always willing to listen to ideas and offer swift effective support.
What problems are you solving with the product? What benefits have you realized?
We have really been able to ensure our follow up commitment policies have been maintained through automation. In addition, we are able to reduce our support team's involvement through KB articles, videos in the KB systems, and the ability for users to download their own updates. This has allowed us to keep our staff relatively small while servicing clients worldwide and providing swift technical support. Reports are easy to create and can be automatically sent to managers so that metrics can be monitored. This ensures that our clients are receiving the best service and our team can easily collaborate.