TeamSupport

Logiciel pour support client B2B

4,5 /5 (754 avis) Donnez votre avis !

TeamSupport - Présentation

Description du logiciel TeamSupport

Logiciel cloud de service client et de helpdesk conçu pour la technologie B2B et les éditeurs de logiciels avec un support client externe.

Team Support est un logiciel helpdesk conçu pour le support client B2B. Obtenez enfin de la visibilité sur vos clients et commencez à associer les cas d'assistance aux entreprises concernées ! Cette base de données client facile à utiliser avec relations parent-enfant, SLA (service-level agreement) personnalisables et index de santé client vous aide à gérer les cas d'assistance sur plusieurs niveaux afin de réduire les coûts de support tout en améliorant l'expérience client.

Vous en avez assez des allers-retours d'e-mails pour essayer de trouver en quoi consiste réellement le problème ? L'outil de capture d'écran intégré et le chat vidéo en direct permettent de communiquer plus facilement avec les clients et ainsi de résoudre les problèmes plus rapidement. Vous recherchez quelque chose de mieux ? Essayez les outils de collaboration axés sur le B2B, le reporting avancé, les produits et l'inventaire, le libre-service client, les intégrations natives, etc.

Vous recherchez quelque chose de mieux ? Essayez les outils de collaboration axés sur le B2B, le reporting avancé, les produits et l'inventaire, le libre-service client, les intégrations natives, etc.

La base de données client complète vous permet de voir toutes les interactions client, pas seulement les cas d'assistance individuels. Gérez les clients au niveau de l'entreprise ou du contact et arrêtez de voir un simple ensemble de cas d'assistance. Lorsqu'un client vous contacte, voyez immédiatement qui d'autre dans cette entreprise a été en contact, de quels produits il dispose actuellement et gérez vos clients de manière proactive au lieu de simplement réagir à des requêtes auprès du service d'assistance. La fonctionnalité de cas d'assistance associés vous permet même de consulter des cas d'assistance séparés.

Les SLA personnalisables sont assez souples pour couvrir plusieurs SLA par entreprise ou par produit, tenir compte des fuseaux horaires et des jours fériés et être mis en pause en fonction de critères définis afin de ne plus jamais rater un accord de service.

La collaboration interne en temps réel apporte de la visibilité à tous les membres de votre équipe, afin que vous puissiez résoudre des problèmes plus complexes, partager des informations sur les clients ou les cas d'assistance et tenir informés les développeurs de produits et les commerciaux pour une meilleure gestion des incidents.

Les captures d'écran et de vidéo entièrement intégrées permettent aux agents d'envoyer des instructions détaillées, de créer des vidéos de formation pour la base de connaissances ou de faire en sorte que votre client effectue des captures d'écran montrant son problème exact.

La réorientation intelligente de soumission propose automatiquement des articles de la base de connaissances quand votre client commence à décrire son problème, ce qui contribue souvent à le résoudre sans avoir besoin de créer de nouveau cas d'assistance.

Ce portail avancé de service client est conçu pour s'intégrer directement à votre site web afin que vos clients puissent obtenir des réponses 24h/24, 7j/7 : ils peuvent soumettre et vérifier des cas d'assistance, faire des recherches dans la base de connaissances, ajouter des enregistrements d'écran, joindre des fichiers et participer aux forums de la communauté.

Le chat client visuel permet aux agents et aux clients de discuter par la voix ou par vidéo pour identifier et résoudre les problèmes plus rapidement.

TeamSupport est extrêmement facile à utiliser et les configurations par défaut offrent une utilisation clé en main pour que vous puissiez commencer immédiatement.

TeamSupport - Présentation

Prix

À partir de
50,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

TeamSupport - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
Australie, Canada, Europe, Allemagne, Inde et 4 autres, Mexique, Afrique et Moyen-Orient, Royaume-Uni, États-Unis
Langues
anglais

Captures d'écran

Capture d'écran pour TeamSupport : The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory!
Capture d'écran pour TeamSupport : The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory! Capture d'écran pour TeamSupport : TeamSupport's Customer Distress Index (CDI) helps you get more proactive by identifying potential at-risk customers before it's too late Capture d'écran pour TeamSupport : Customer Alerts are great for quickly sharing information with your team Capture d'écran pour TeamSupport : TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers Capture d'écran pour TeamSupport : Complete contact database so you can keep track of every contact at every company Capture d'écran pour TeamSupport : The contact record also shows related tickets, notes, files, and even agent ratings Capture d'écran pour TeamSupport : The Ticket Page Capture d'écran pour TeamSupport : The Ticket Grid is where you can see all your tickets: open, closed, etc. and you can customize Ticket Views to see exactly what you need Capture d'écran pour TeamSupport : Built-in Screen and Video Recording make it so much easier to communicate with customers and solve issues faster Capture d'écran pour TeamSupport : Ticket Collision Prevention notifies users when another user is working on the same ticket.

TeamSupport - Avis

TeamSupport - Avis

Note globale
4,5
/
5
Excellent
443

Très bien
255

Moyen
50

Médiocre
5

Mauvais
1

Rapport qualité-prix
4,4
Fonctionnalités
4,3
Simplicité d'utilisation
4,4
Support client
4,5
93% des utilisateurs recommandent cette application
Deb L.

Great Solution

We use it as our one-stop shop for all IT service issues. We utilize a 3rd party provider for network and hardware setup type needs, but our users are now trained to simply use our internal Team Support service desk for all things IT related. We triage and forward to our 3rd party IT provider, as needed, but most things we are able to self serve from our internal IT team. Our users know that we are responding and feel like their IT needs are being serviced much quicker and more accurately the first time.


Traduire avec Google Translate
Balasubramani A.

Inventory Management

I personally like Team Support as it has optimized our business operations considerably. We create support tickets on this platform. We are able to track our inventory, we are able to create support tickets and keep them open till the issue is resolved. We are able to schedule email reports about the overall use of our company time and resources. We are delighted to see that Team Support is bringing new features on a periodic basis.

I truly appreciate the webinars conducted by Team Support where they talk about new features and how to make best use of the software. I have acquired some interesting insights during the webinars and passed it on to my peers.

Overall we like Team Support as it meets our current requirements and expectations .


Traduire avec Google Translate
Christo D.

Customer service has never been this convenient .


Traduire avec Google Translate
Robert H.

More capable than most, but still some additions I'd like to see

Getting the system configured for our particular use has been "tricky". It is working for us, but there are some limitations that make it difficult in some areas. For instance, notification via text message should be based on "who is on-call". As it is, I can notify, but I have no-way to denote who is "on-call". So, there may be some way to do this and change the external calls/texting based on it, but it isn't intuitive. Another issue has been with refreshing the screens. (we need to manually do that) However, this system is working for us an our clients, overall, and has met 90% of our needs. Working with customer service, we have had to resolve our own issues on occasion, which is a frustration. (no ideas presented to us, and we just "found" a way)


Traduire avec Google Translate
Vincent G.

Great Software for Ticketing and Customer Support

The Team Support team has always felt like a valued partner. If ever need assistance or help they are always will to help. We have been able to manage our tickets in one location with all team members being able to see the tickets. The ability to have a Knowledge Base deflect ticket during the ticket creation is a great feature to reduce the number of tickets.


Traduire avec Google Translate
Deb L.
Secteur d'activité: Biens de consommation
Taille de l'entreprise: 501-1 000 employés
Traduire en français

Great Solution

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 14/05/2019
Provenance de l'avis : Capterra

We use it as our one-stop shop for all IT service issues. We utilize a 3rd party provider for network and hardware setup type needs, but our users are now trained to simply use our internal Team Support service desk for all things IT related. We triage and forward to our 3rd party IT provider, as needed, but most things we are able to self serve from our internal IT team. Our users know that we are responding and feel like their IT needs are being serviced much quicker and more accurately the first time.

Avantages

Setting up Team Support for our use was generally painless. We knew that we needed a cloud-based solution that offered "out of the box" functionality that could grow as our needs changed. We applied the KISS concepts and have tweaked as needed. Tweaking and customization is not complex; it's very straight forward plus we were provided with great coaching along the way. We also love using the Portal and Wiki, and often refer our users to both. And our users have adopted very well for the most part.

Inconvénients

It works. Like anything I wish for a couple of minor things. It would be nice if I didn't have to refresh at times to cause a "read" ticket to no longer show as "unread", but eh, that's no big deal in the grand scheme of things.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Balasubramani A.
Secteur d'activité: Banque
Taille de l'entreprise: 2-10 employés
Traduire en français

Inventory Management

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 14/01/2020
Provenance de l'avis : Capterra

I personally like Team Support as it has optimized our business operations considerably. We create support tickets on this platform. We are able to track our inventory, we are able to create support tickets and keep them open till the issue is resolved. We are able to schedule email reports about the overall use of our company time and resources. We are delighted to see that Team Support is bringing new features on a periodic basis.

I truly appreciate the webinars conducted by Team Support where they talk about new features and how to make best use of the software. I have acquired some interesting insights during the webinars and passed it on to my peers.

Overall we like Team Support as it meets our current requirements and expectations .

Avantages

I primarily use Team Support for Inventory Management.

I like that I am able to search a terminal based on the serial number alone.

It is helpful to leave a note for each terminal, I use the notes to indicate the current status of a terminal, whether it is ready to be loaned out or if it already been loaned etc. Team Support has a provision to assign an inventory item to a Customer. I find that very helpful.

I like the feature where I am able to schedule the reports to be emailed to more than one email address. These reports need to be sent at particular time and day without fail. Auto scheduling the email report saves me a lot of time and complications.

I also like the fact that Team Support is compatible for API Integration. We are looking to develop a centralised platform in our firm and want to be able to fetch info from Team Support for Data Analysis. This is in our pipeline and we are looking to implement this sometime in the future.

In the past the upper management used to shoot us emails enquiring about the particular issue. It takes up our time to email the management back with the status of that issue. Now the upper management simply logs into team support to view and oversee the status of a ticket/issue

Inconvénients

However, the frustrating part of Team Support is the reporting section. When I open up the inventory report, it displays a list of all the terminals I have added to the inventory and when I want to get more information on a particular terminal, I notice that I cannot click on the terminal to navigate to that terminals page. Not only that, I cannot copy the serial number of the terminal from the inventory report. This applies to pretty much all the reports. All reports are in read only format. I humbly request Team Support to make the items on the report as clickable and actionable in the future.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Christo D.
Secteur d'activité: Logiciels
Taille de l'entreprise: 13-50 employés
Traduire en français

Customer service has never been this convenient .

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 21/05/2020
Provenance de l'avis : Capterra

Avantages

Effective ticket management that allows us to customize our own automation rules to suit our needs. TeamSupport enables us to continue delivering exceptional Customer Service to our customers during lockdown and have made it easy for us to work and collaborate remotely.

The support form TeamSupport has been exceptional and they are always willing to assist or guide us when issues are raised.

Inconvénients

I cant think of anything we do not like about TeamSupport

Traduire en français

Réponse de TeamSupport

Thank you so much for the good vibes you sent our way, Christo! We try really hard to provide a platform that is intuitive and responsive along with dedicated customer support, and we're happy to hear that it's all working great for you.

Reach out any time with questions. And be sure to check out our monthly webinar series exclusively for our clientsTeamSupport University (TSU for short!). It is hosted by our subject matter experts who give tips and tricks about using our platform. You may also contact us with specific questions at success@teamsupport.com.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Robert H.
Secteur d'activité: Logiciels
Taille de l'entreprise: 201-500 employés
Traduire en français

More capable than most, but still some additions I'd like to see

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 28/10/2016
Provenance de l'avis : Capterra

Getting the system configured for our particular use has been "tricky". It is working for us, but there are some limitations that make it difficult in some areas. For instance, notification via text message should be based on "who is on-call". As it is, I can notify, but I have no-way to denote who is "on-call". So, there may be some way to do this and change the external calls/texting based on it, but it isn't intuitive. Another issue has been with refreshing the screens. (we need to manually do that) However, this system is working for us an our clients, overall, and has met 90% of our needs. Working with customer service, we have had to resolve our own issues on occasion, which is a frustration. (no ideas presented to us, and we just "found" a way)

Avantages

Ability to customize ticket entry questions.
Ability to allow customers to directly enter tickets
Ability to allow for texting our cellphones for tickets that have not yet been assigned.
Ability to enter time on tickets, and retroactively enter/change time.
Ability to search on old issues and for our customers to see the issues.

Inconvénients

Inability to tag a ticket with a "classification". (we charge different rates and minimum hours for different times of day/week/holiday) There isn't a good way to track that in the system and we are having to use the comment entry to work out offline ourselves.

My customers want 1 report entry (at the end of of the day), that shows them what the issue was, and the final resolution (only), and time/$ breakdown per time spent on the project. I do find it hard to externally work a report for that. We have had to generate a VB application to manipulate/merge and calculate everything based on the reports that I can get form the system in order to get what we actually need to share with our clients.

CDI should take into account tickets that are "Waiting on Client". (and remove them from the calculation) Currently, I have 2 tickets that are waiting on clients, but the CDI is "maxed out", because it has taken then more than 2 months to get their "act in order". That shouldn't frustrate them and drive the CDI up.

Why can my clients (outside their contract date enter a ticket, but I cannot enter a ticket for them?). Sometimes we need to "catch them up later".....

I need a way to track our active "on-call" resource and make it so that our ticket automation only alerts us the "on-call" resource (via text message) to those considered currently "on-call". Currently, we have to change that setup manually (pain).

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 4.0/10

Vincent G.
Secteur d'activité: Logiciels
Taille de l'entreprise: 51-200 employés
Traduire en français

Great Software for Ticketing and Customer Support

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 30/04/2020
Provenance de l'avis : Capterra

The Team Support team has always felt like a valued partner. If ever need assistance or help they are always will to help. We have been able to manage our tickets in one location with all team members being able to see the tickets. The ability to have a Knowledge Base deflect ticket during the ticket creation is a great feature to reduce the number of tickets.

Avantages

The CDI or Customer Distress Index is a great feature that allows client support contacts to see how the client is in terms of satisfaction. As a company you are able to weigh different criteria to gauge how at risk your clients are.

Inconvénients

The ability for more robust or adhoc reporting.

Traduire en français

Réponse de TeamSupport

Thanks for sending good vibes our way, Vince! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides.

We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year. We'll keep you posted!

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Recommandation utilisateur
8,6/10
Basé sur 754 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

TeamSupport - Prix

TeamSupport - Prix

À partir de
50,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,4/5
Basé sur 754 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

TeamSupport - Fonctionnalités

TeamSupport - Fonctionnalités

API
Base de données de clients
Base de données de contacts
Champs personnalisables
Enquêtes et feedback
Gestion des calendriers
Gestion des contacts
Importation et exportation de données
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Modèles personnalisables
Notifications automatiques
Paiements électroniques
Rappels
Rapports et statistiques
Rapports personnalisables
Stratégie de marque personnalisable
Suivi des activités
Tableau de bord d'activités
Fonctionnalités
4,3/5
Basé sur 754 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Vidéos et tutoriels

Vidéos et tutoriels

TeamSupport - FAQ

TeamSupport - FAQ

Voici quelques-unes des questions fréquentes sur TeamSupport.

Q. Quels sont les types de licence disponibles pour TeamSupport ?

Types de licences disponibles pour TeamSupport :

À partir de: 50,00 $US/mois

Type de licence: Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel TeamSupport ?

Nous n'avons pas d'informations sur les fonctionnalités de TeamSupport.

Q. Qui utilise TeamSupport ?

Utilisateurs habituels du logiciel TeamSupport :

Grandes entreprises, Entreprises de taille moyenne, À but non lucratif, PME

Q. Dans quelles langues TeamSupport est-il disponible ?

Langues dans lesquelles TeamSupport est disponible :

anglais

Q. Quels sont les types de licence disponibles pour TeamSupport ?

Types de licences disponibles pour TeamSupport:

Abonnement

Q. TeamSupport prend-il en charge les appareils mobiles ?

Appareils pris en charge par TeamSupport :

Android, iPhone, iPad

Q. Avec quelles applications TeamSupport peut-il s'intégrer ?

Applications s'intégrant à TeamSupport :

Akita, CozTel, Customer Thermometer, Help Desk Migration, Natero, Nicereply, Twitter, VICIdial, Wordpress, Zoho SalesIQ

Q. Quelles sont les ressources d'aide disponibles pour TeamSupport ?

Ressources d'aide disponibles pour TeamSupport :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo