Benefits

TeamSupport.com is a completely hosted solution, which is delivered in a "Software as a Service" (SaaS) model. That means you don't have to install any software, buy any additional software or manage anything yourself. All you have to do is pay a low monthly fee for each user and access TeamSupport.com through your Web browser. As long as your team has a Web connection, they can access the full functionality of TeamSupport.com anywhere in the world.

For Your Customer Service Team

• Provides a sophisticated ticket management system
• Details custom workflows so that you can manage the life of each ticket
• Integrates with e-mail - simply forward a customer e-mail to TeamSupport.com and it will be automatically added to the correct ticket
• Simplifies tracking e-mail communication
• Integrates with the product development team so you know the status of a reported bug
• Tracks down common problems and solutions with easy access to knowledge-base articles
• Maintains a technical library to store documentation, reference materials and other resources in one place
• Provides comprehensive audit trails, reports and dashboards for support managers
• Shows attached purchase orders and other customer documentation so you know exactly what the customer has
• Attach logs, screen shots, diagrams and any other type of file to both customers and tickets

For Your Product Development Team

• Tracks all software defects and product feature requests in one place
• Tracks product version history so that when you add new features or fix bugs, you can attach it to the specific version.
• Passes tickets to the QA team so they can test and report results (after software release)
• Allows QA team to work with tickets so they know exactly what needs to be tested and reported
• Document software features and bug fixes for each product and version which will reduce confusion with the Technical Support team

For Your Sales Team

• Provides critical customer information and keeps your sales team in the loop
• Provides customers with a better support experience
• Alerts you immediately when a customer reports a new issue
• Attaches purchase orders and other relevant documentation to customer records
• Provides direct access to tickets from your CRM system
• Ticket & Customer "subscription technology" (which anyone within the organzation can use) reduces the chances of being blind sided or having to run down critical customer issues

For Your Executive Team

• Integrates the critical departments within your company
• Breaks down typical communication barriers between departments
• Gives a birds eye view of your products and customers
• Increases customer satisfaction
• Immediately provides data about any customer, product or issue
• Reduces support costs
• Proactively support your customers
• Keeps employees & customers happy!

For Your Customers

• Provides an optional portal so customers can see the status of their open tickets, search the knowledge base, update their existing tickets, and create new tickets without having to contact your support group on the phone
• Provides convenient, self-service assistance at all hours
• Reduces calls to your support staff
• Increase customer and staff efficiency