TeamSupport

What is TeamSupport?

TeamSupport is an innovative customer support software that is designed to prioritize customer satisfaction and streamline support processes. With features like ticketing and live chat solutions, TeamSupport makes it easy for businesses to resolve complex issues efficiently. The platform offers insights, product integrations, AI solutions, and omnichannel support to enhance the overall customer experience. By utilizing TeamSupport, companies can increase customer satisfaction and Net Promoter Score (NPS), reduce churn, and ultimately increase revenue. The pricing options for the support software are competitive and cater to businesses of all sizes. With a focus on customer-centricity, TeamSupport also provides self-service options to empower users and improve overall support efficiency. The platform offers a range of resources including documentation, application status updates, a customer hub, and a variety of events and success stories to help users make the most of the software. TeamSupport is trusted by leading companies worldwide and has received positive reviews on platforms like G2. The platform is known for its ease of use, quick integrations with popular tools like Salesforce and Jira, automation capabilities, and advanced analytics for monitoring customer satisfaction levels. With TeamSupport, businesses can effectively manage Service Level Agreements (SLAs) and access ready-to-use SLA contract templates to streamline support processes even further. Overall, TeamSupport is a comprehensive ticketing and live chat solution that is essential for customer-centric businesses looking to improve their support operations.

How to Use TeamSupport?

Step 1: Create a TeamSupport Account

• Visit the TeamSupport website at www.teamsupport.com.
• Click on the 'Log In' button at the top right corner of the page.
• Select 'Sign Up' to create a new account.
• Fill in the necessary details such as your name, email address, and company name.
• Create a strong password for your account.
• Agree to the Terms of Service and Privacy Policy.
• Click 'Create Account' to complete the registration process.

Step 2: Log In to Your TeamSupport Account

• Visit the TeamSupport website at www.teamsupport.com.
• Click on the 'Log In' button at the top right corner of the page.
• Enter your registered email address and password.
• Click 'Log In' to access your TeamSupport dashboard.

Step 3: Navigate the TeamSupport Dashboard

• Upon logging in, you will be directed to the TeamSupport main dashboard.
• Familiarize yourself with the layout, including the navigation menu on the left, the main workspace in the center, and the settings and profile options on the top right.
• Hover over each menu item to see a brief description of its functionality.

Step 4: Set Up Ticketing System

• Click on 'Tickets' in the left-hand navigation menu.
• Select 'New Ticket' to create a new support ticket.
• Fill in the ticket details such as the subject, description, priority level, and assign it to a team member.
• Attach any relevant files or screenshots to the ticket.
• Click 'Save' to create and save the ticket.

Step 5: Utilize Live Chat for Customer Support

• Select 'Live Chat' from the left-hand navigation menu.
• Set up your live chat by configuring chat settings, including welcome messages and agent availability.
• Click 'Save' to apply the settings.
• Embed the live chat widget on your website by following the provided instructions.
• Monitor incoming chat requests and respond to customer inquiries in real-time.

Step 6: Integrate with Third-Party Applications

• Navigate to the 'Integrations' section from the left-hand menu.
• Choose from the list of available integrations like Salesforce, Jira, and others.
• Click on the integration you wish to set up.
• Follow the prompts to authorize and connect TeamSupport with the third-party application.
• Configure any additional settings required for the integration.

Step 7: Automate Tasks with TeamSupport

• Go to the 'Automation' section from the main dashboard.
• Click on 'New Automation' to create a new automated task.
• Define the trigger conditions for the automation (e.g., status change, new ticket creation).
• Specify the actions to be taken when the trigger conditions are met (e.g., send an email notification, update ticket status).
• Click 'Save' to activate the automation.

Step 8: Monitor Customer Satisfaction

• Access the 'Analytics' section from the left-hand navigation menu.
• Review the customer satisfaction metrics displayed on the dashboard, such as CSAT and NPS scores.
• Use the filter options to narrow down the data by time period, department, or specific agent.
• Analyze the trends and insights to identify areas for improvement.

Step 9: Manage SLAs with TeamSupport

• Navigate to the 'SLA Management' section within the TeamSupport dashboard.
• Download the provided SLA contract template by clicking on 'Download Template'.
• Customize the template according to your company's requirements and agreements.
• Upload the completed SLA document back into the system.
• Set up SLA rules and conditions within TeamSupport to ensure compliance.

Step 10: Leverage Self-Service Support

• Access the 'Self-Service' section from the navigation menu.
• Set up a knowledge base by adding articles, FAQs, and resources.
• Organize the information into categories and subcategories for easy navigation.
• Enable the self-service portal on your website by following the provided integration instructions.
• Monitor the usage and update the content regularly to ensure it remains relevant and helpful.

TeamSupport Features

Feature 1: Ticketing System

The Ticketing System in TeamSupport is a key feature that allows businesses to efficiently manage customer inquiries and issues. It serves as a central hub for tracking and resolving support tickets, ensuring that no request falls through the cracks.

Function Detail

• When a customer submits a support ticket, the Ticketing System automatically assigns it to the appropriate team member based on predefined criteria. Agents can view the ticket details, communicate with the customer, and update the ticket status as needed.
• Managers have access to a dashboard that provides an overview of all open tickets, their statuses, and resolution times. They can also generate reports to analyze the team's performance and identify areas for improvement.

Feature 2: Live Chat Support

TeamSupport's Live Chat Support feature enables businesses to offer real-time assistance to customers directly through their website. It provides a convenient channel for customers to seek help and get immediate responses from support agents.

Function Detail

• Customers can initiate a chat session with a support agent by clicking on the live chat widget on the website. Agents can handle multiple chat sessions simultaneously, providing personalized assistance to each customer.
• The chat transcripts are stored within TeamSupport, allowing agents to refer back to previous conversations and maintain context when assisting the same customer in the future. Supervisors can monitor chat performance and provide feedback to agents.

TeamSupport Frequently Asked Questions