TMC Labs Deems TeamSupport Enterprise a Solid Value

Product Review

TMC Labs Deems TeamSupport Enterprise a Solid Value

By TMCnet News  |  April 14, 2015

The goal of TeamSupport Enterprise is to allow organizations to holistically help customers by interconnecting support tickets in a manner that gives businesses high-level visibility with regards to customer interactions. The company believes this is the best way to ensure customer patterns can be recognized in order to speed resolution times and eliminate redundant support costs.

Moreover, once the visibility issue is handled, the company goes further by allowing the organization to be enlightened regarding what specific issues customers are having. TeamSupport Enterprise consists of ticket management, customer self-service, live chat, email and the ability to support various third-party applications through integration.

Installation

As this is a cloud-based solution, our install consisted of filling out our name and company, at which point we had access to the web interface. The home screen is labeled “Getting Started” and has a video, which lasts about five minutes and does a very good job of explaining the basics of the solution. It should be noted the system sends you an email when you sign up and in this email you are asked to set a password. If the email goes into your spam filter (it did for us), you might have to dig it out.

Documentation/Training

There are a number of videos on the site that walk you through the different areas and where needed, there are knowledgebase articles which go into further depth. When we wanted to use the Wiki, we were presented with a video that lasted around four-and-a-half minutes showing us how it works. There was also supporting text under the video, allowing people not comfortable with video to benefit as well. The system is generally straightforward and when needed, there are the appropriate aids to assist you.

Features

Among the features that differentiate TeamSupport’s solutions from the competition is its customer database and features like the CDI and customer alerts that let you manage customers at a company level. The company also emphasizes the uniqueness of its collaboration, which incorporates Wiki, knowledgebase, groups, and primarily water cooler.

Also of note is that customers can create tickets just by sending emails to the support address – or tickets can be added manually by your team. Your team can respond to emails simply by adding an action to a ticket and subsequently marking it “visible to customers.” Moreover, the system also provides a knowledge management and customer support portal, allowing customers to manage tickets, browse the knowledge base and connect in the community/forums, and search help articles. Built into the system is ticket deflection technology which proposes to customers the potential solutions it thinks will work best. The goal here is to allow customers to get more rapid answers while saving your team time.

Customers can also add screen recording, allowing potentially faster resolutions to problems. An integrated live chat function allows users to communicate with the support staff one-on-one.

There is also multichannel support, allowing customers to communicate in the manner in which they prefer.

A dashboard allows an overall view of what is happening with your customers. In addition, support personnel have the option of recording their screens as well for customer viewing. There is rich metadata stored with tickets such as ticket owner, group, type, and status. You can also store custom data, use custom workflows to manage status, and add tag (News - Alert) keywords. It is also possible to connect tickets via a parent/child or peer relationship.

As you might imagine, there is very strong search functionality, allowing a user to search the knowledgebase, Wiki, customer notes, product versions, and more – all at once. Advanced search functionality allows Boolean operators and advanced sorting allows for easier location of items.

The company differentiates itself via its Wikis, which allow constant editing and updating as well as the water cooler which allows “Facebook (News - Alert)-like” interactions among your team members. Conversations can be tied to tickets, products, customers, or groups. There is also chat functionality provided for the internal support team.

TeamSupport members can be part of one or more groups allowing tickets to be assigned to one or more teams. Moreover, team members are able to visualize what other teams are doing to ensure they are aware of information that may be pertinent to their jobs.

In addition, the Enterprise version we reviewed has tabs for products and inventory, allowing the tying of a ticket to a product and/or version. The inventory tab allows the tracking of products deployed at customer sites.

The reports tab allows advanced reporting capabilities, allowing you to track tickets and/or customers.

There is also native third-party integration with Beanstalk, Facebook, Highrise, Jira, Mailchimp, Oracle (News - Alert) Sales Cloud, Salesforce, and Zoho. In addition, an API allows integration into business apps as needed.

One of the more powerful features of the service is certainly its rules-based automation engine, allowing for ticket reminders, notifications, and more.

Build/Design

We enjoyed the design of the solution thoroughly. It is very easy to navigate with menus on the left and at the top when needed. The colors chosen are easy on the eyes – light and dark blues and greys. You could easily live in this program all day without eye strain.

Performance

In our testing we used the provided email address to begin trouble tickets. We then opened them in TeamSupport Enterprise and modified the tickets by assigning them, subscribing to them, flagging them, and emailing them. Emails sent to support showed up instantly. Tags added to support tickets worked fine. Multimedia added to tickets worked without any challenges.

Quality

We found no issues with the service at all, but there were a few delays from time to time which lasted a few seconds. This could have been the fault of the Internet, our network, or the service. It didn’t happen frequently enough for us to diagnose it. Generally though, responses were instantaneous.

Ease of Use

We found the menus easy to navigate. For example, adding a user is simply a matter of entering the user name, email ticket rights, and checking a bunch of boxes and simple drop-downs corresponding to things like allowing them chat access, the ability to subscribe to new posted tickets, their time zone, whether they are a system admin, and more. The dashboard shows new tickets, open tickets in various categories, a bar chart of open tickets based on severity, and more.

In addition, we like that the knowledgebase was easy to understand – walking us through how to make a screen recording with narration for customers to see. In order to enable this feature, you must allow Java access and in our case upgrade to the latest Java version. Once we did this, we were able to record our screen and annotate the recording. When done we could then review the recording and either upload or cancel it.

Value

Pricing for TeamSupport Enterprise is $50 per seat if you pay monthly or $45 if you pay annually. We feel there is solid value being provided and we delve deeper at the bottom of this review.

Support

Support hours are 8 a.m. to 6 p.m. Central Time. We placed a support call and an email just before these hours and received responses approximately 12 minutes later when averaging the two. The support team was courteous and knowledgeable and answered our questions quickly.

Room for Improvement

We prefer the ability to see ticket content to the right of the list of tickets. Currently the option is set to show tickets below the list.

Bottom Line

TeamSupport has done a great job with this solution. In many ways it competes with products like Autotask, Parature (News - Alert), and ZenDesk, among others. TeamSupport offers many of the same ticketing features, but sets itself apart through a focus on improving customer relationships, with unique functionality that addresses the specific support needs of the B2B software and technology market. One of our reviewers was loaned to us from our sister company, Apex Technology Services, an MSP which uses Kaseya (News - Alert) and pays $30 more per month per user. His thoughts were the Kaseya CRM solution is not full-featured enough for this extra cost. He likes the ability to connect TeamSupport with best-of-breed solutions on the market. Moreover, he prefers TeamSupport’s ability to work on trouble tickets via tabs instead of pop-out windows, which are more difficult to manage. In short, we think TeamSupport provides solid value, is highly competitive, and worth your consideration.

Ease of Install 5

Ease Of Use 5

Interface 4

Functionality 5

Overall rating 5




Edited by Maurice Nagle
blog comments powered by Disqus