TeamSupport

Software de asistencia al cliente B2B

4,5 /5 (785 opiniones) ¡Escribe una reseña!

Información general sobre TeamSupport

¿Qué es TeamSupport?

Software de atención al cliente y help desk basado en la nube y diseñado para empresas de software y tecnología B2B con asistencia a clientes externos.

TeamSupport es un software de help desk creado para asistencia al cliente entre empresas. Recupera la visibilidad de los clientes y asocia los tickets a las empresas. La base de datos de clientes fácil de usar incluye relaciones dependientes, SLA personalizables e índice de salud del cliente para gestionar tickets en múltiples niveles, disminuir los costes de asistencia y mejorar la experiencia del cliente.

Adiós al intercambio de correos electrónicos intentando dilucidar cuál es el problema. El chat en vivo incorporado con video y grabación de pantalla facilitan la comunicación con los clientes para que puedas resolver los problemas más rápidamente. Llega algo mejor. Prueba las herramientas de colaboración centradas en B2B, creación de informes avanzados, productos e inventario, autoservicio para clientes, integraciones nativas y más.

Llega algo mejor. Prueba las herramientas de colaboración centradas en B2B, creación de informes avanzados, productos e inventario, autoservicio para clientes, integraciones nativas y más.

La completa base de datos de clientes permite ver todas las interacciones con los clientes, no solo los tickets individuales. Gestiona clientes a nivel de empresa o contacto en lugar de solo visualizar una colección de tickets. Cuando un cliente te contacta, la solución muestra inmediatamente quién más de esa empresa se ha contactado y qué productos tienen actualmente. Así es posible ayudar a los clientes de manera proactiva en lugar de reaccionar a las solicitudes de help desk. La función de tickets relacionados permite, incluso, referenciar casos separados entre sí.

Los SLA personalizables son flexibles para cubrir múltiples SLA por empresa o producto. Tienen en cuenta las zonas horarias y los días festivos y descansos según criterios establecidos para que nunca vuelvas a incumplir un acuerdo de servicio.

La colaboración interna en tiempo real brinda visibilidad a todos los integrantes del equipo para resolver los problemas más complicados, compartir información sobre clientes o tickets e informar a los comerciales y desarrolladores del producto para gestionar mejor los incidentes.

Las grabaciones de pantalla y video totalmente integradas permiten a los agentes enviar instrucciones detalladas y crear videos de formación para la base de conocimientos o hacer que los clientes hagan grabaciones de sus pantallas para mostrar el problema exacto que tienen.

El desvío inteligente de solicitudes sugiere de forma automática artículos de la base de conocimientos cuando el cliente comienza a describir el problema, lo que a menudo facilita su resolución sin tener que crear un nuevo ticket.

Portal avanzado de atención al cliente diseñado para adaptarse a tu sitio web. Los clientes pueden recibir respuestas en horario ininterrumpido, enviar y verificar tickets, buscar en la base de conocimientos, agregar grabaciones de pantalla/adjuntar archivos y participar en foros comunitarios.

El chat visual con el cliente permite a los agentes y clientes chatear con audio o video para identificar y resolver los problemas más rápidamente.

TeamSupport es sumamente fácil de usar y sus configuraciones predeterminadas permiten comenzar a usarlo de inmediato.

Información general sobre TeamSupport

Precio

A partir de
50,00 US$/mes

Opciones de precios

Prueba gratis
Suscripción
Relación calidad-precio

Funciones de TeamSupport

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Estados Unidos, Canadá, Reino Unido, Australia, India, Alemania, México
Idiomas admitidos
Inglés

Medios

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

Opiniones de TeamSupport

Opiniones de TeamSupport

Calificación general
4,5
/
5
Excelente
463

Muy bien
265

Normal
51

Pobre
5

Malo
1

Relación calidad-precio
4,4
Funciones
4,3
Facilidad de uso
4,4
Asistencia al cliente
4,5
93% de los usuarios recomienda esta aplicación
Ifeoma O.

Team support makes us a more efficient with customer support.


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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 .


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Pedro F.

Customer Support

We can track every customer input / feedback and stay on op of the product.


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Rod M.

RodsReview

Been on the system of a year and half and the same issue still plague me. I have submitted Numerous Feature Request and the sit in Pending or are denied. I have Many Many open Cases that are Bugs and they seem to go no where as well. I have one in particular the happens to me every day, But was told it wasnt a over all a big deal, and the work around is to copy and paste my action to a notepad, Hit Refresh on the Ticket, Start a new Action, Copy and paste my notepad back into the New Action. This seems a little much. I was also told of a Feature that was very important to us, would be coming. After a month or two on the system I inquired about it, and was told, nope cant do it. We constantly have to refresh the interface, Hangs up a lot. System Performance is a big issue. Does seem that all the server issues that were going on are better, but that was painful. We get a ton of SPAM cases, There needs to be a way to filter that by domain name.


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Johann V.

This is the most advanced ticketing system out there.

I'm glad that we switched to TeamSupport as it is easy to use and a better way of creating and reviewing tickets.


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Ifeoma O.
Tamaño de la empresa: 1001-5000 empleados
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Team support makes us a more efficient with customer support.

Software usado A diario durante Más de un año
Revisado el 10/7/2018
Fuente de la reseña: Capterra

Puntos a favor

Team support makes it easy for my team to focus on the customers as against just focusing on tickets. With support tools ,we have tried in the past ; we were able to resolve customer tickets , but found it difficult resolving all of them at once.
Team support provides the customer care team with high level visibility , which enable our sales team to manage and resolve customer tickets at a company level as against resolving them at a ticket level.This eliminates duplicate efforts where we have multiple support agents helping out a single customer to resolve multiple tickets at same time.Thus ensuring we are able to resolve all customer issues at once, as against on a ticket by ticket basis.
Overall, Teamsupport has saved us time ,and made our customers happier.

Puntos en contra

It is not intuitive even though it is very effective. Also will like to see more information with new tickets opened by customers. For example ,will be helpful if agents can see from what geographical location the ticket was created from, or from what part of the website the ticket was created from.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 9.0/10

Balasubramani A.
Sector: Banca
Tamaño de la empresa: 2-10 empleados
Traducir a español
Traducir a español

Inventory Management

Software usado A diario durante 6-12 meses
Revisado el 14/1/2020
Fuente de la reseña: 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 .

Puntos a favor

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

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Pedro F.
Sector: Automatización industrial
Tamaño de la empresa: 51-200 empleados
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Customer Support

Software usado A diario durante Más de dos años
Revisado el 29/12/2020
Fuente de la reseña: Capterra

We can track every customer input / feedback and stay on op of the product.

Puntos a favor

Very easy to use, and it has been a critical tool to track issues and plan ahead for service

Puntos en contra

App could be improved, other than all the integration is easy and friendly user

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Respuesta de TeamSupport

Thanks for sending good vibes our way! 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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Rod M.
Sector: Tecnología y servicios de la información
Tamaño de la empresa: 11-50 empleados
Traducir a español
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RodsReview

Software usado A diario durante Más de un año
Revisado el 5/7/2016
Fuente de la reseña: Capterra

Been on the system of a year and half and the same issue still plague me. I have submitted Numerous Feature Request and the sit in Pending or are denied. I have Many Many open Cases that are Bugs and they seem to go no where as well. I have one in particular the happens to me every day, But was told it wasnt a over all a big deal, and the work around is to copy and paste my action to a notepad, Hit Refresh on the Ticket, Start a new Action, Copy and paste my notepad back into the New Action. This seems a little much. I was also told of a Feature that was very important to us, would be coming. After a month or two on the system I inquired about it, and was told, nope cant do it. We constantly have to refresh the interface, Hangs up a lot. System Performance is a big issue. Does seem that all the server issues that were going on are better, but that was painful. We get a ton of SPAM cases, There needs to be a way to filter that by domain name.

Puntos a favor

-Its Cheap per seat,
-Its customization of fields

Puntos en contra

-Being able to share a custom field between company and ticket, This is huge to us, Salesforce did it.
-Your Text Formatting and editor is terrible. It constantly changed font sizes
-The fact the you always have to refresh and update. If you have a ticket open on your tabs and something comes in, you have to refresh or close and reopen. Your new Screen capture program as it is easier to use the quality is terrible compared to what was there a year ago or whenever it was switched out.
-The fact that I dont get my submits actions sent to my email, This needs to a field I can chose to receive or not
-The fact that you cant duplicate a ticket
-Cant Create Ticket Views for Individual user
-Need Action the Save button at the top of the action as well as the bottom.
-NeedFloating Formatting bar
-Add option to minimize or +/- actions on ticket page
-A way when a customer has multiple tickets open, and replies to the wrong ticket - To be able to move/merge that action to the proper ticket.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 5.0/10

Johann V.
Sector: Tecnología y servicios de la información
Tamaño de la empresa: 51-200 empleados
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This is the most advanced ticketing system out there.

Software usado A diario durante Más de dos años
Revisado el 17/9/2020
Fuente de la reseña: Capterra

I'm glad that we switched to TeamSupport as it is easy to use and a better way of creating and reviewing tickets.

Puntos a favor

The feature that I like most about TeamSupport is the customer portal where customers can chat directly with an agent and get answers from the knowledge base. This has dramatically improved our customer satisfaction and response times.

Puntos en contra

We've experienced some minor hiccups with accessibility but it was resolved quickly and we were provided with status reports.

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Respuesta de TeamSupport

Thank you so much Johann for the good vibes you just sent our way! 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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Recomendación de usuario
8,6/10
Basado en 785 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de TeamSupport

Precios de TeamSupport

A partir de
50,00 US$/mes
Prueba gratis
Suscripción
Relación calidad-precio
Relación calidad-precio
4,4/5
Basado en 785 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de TeamSupport

Funciones de TeamSupport

API
Base de datos de clientes
Campos personalizables
Creación de informes personalizables
Creación de informes y estadísticas
Creación de marca personalizable
Datos en tiempo real
Encuestas y comentarios
Gestión de calendarios
Gestión de contactos
Importación y exportación de datos
Integración de correo electrónico
Integración de redes sociales
Integración de terceros
Modelos personalizables
Notificaciones automáticas
Pagos electrónicos
Panel de actividades
Recordatorios
Seguimiento de actividades
Funciones
4,3/5
Basado en 785 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Preguntas frecuentes sobre TeamSupport

Preguntas frecuentes sobre TeamSupport

He aquí algunas preguntas frecuentes sobre TeamSupport.

P. ¿Qué tipo de planes de precios ofrece TeamSupport?

TeamSupport ofrece los siguientes planes de precios:

A partir de: 50,00 US$/mes

Modelo de precios: Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de TeamSupport?

No tenemos información sobre las características de TeamSupport

P. ¿Quiénes son los usuarios habituales de TeamSupport?

Los clientes habituales de TeamSupport son:

Empresas pequeñas, Empresas Grandes, Sin ánimo de lucro, Empresas medianas

P. ¿Qué idiomas admite TeamSupport?

TeamSupport admite los siguientes idiomas:

Inglés

P. ¿TeamSupport es compatible con dispositivos móviles?

TeamSupport admite los siguientes dispositivos:

Android, iPhone, iPad

P. ¿Con qué otras aplicaciones se integra TeamSupport?

TeamSupport se integra con las siguientes aplicaciones:

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

P. ¿Qué tipo de asistencia ofrece TeamSupport?

TeamSupport ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo