As 2024 comes to a close, it’s the perfect time to reflect on the major milestones achieved this year and highlight the innovations we’re looking forward to in 2025. Advancements in Artificial Intelligence (AI) particularly have impacted customer support industry-wide this year, sparking creativity and enhancing efficiency. Our product is growing alongside these advancements.
With the leadership of our new CEO, Grant Stanis, we continued to innovate and develop new products this year. TeamSupport enhanced its suite of AI tools, responding to industry-wide trends and helping our customers stay ahead of the curve.
Our 2024 customer survey revealed that reporting and data management tools are at the top of your wish list. We’re ending 2024 with an improvement to our reporting capabilities with our Drill Down update. We have even more enhancements on the horizon in 2025.
Evolution of AI at TeamSupport
TeamSupport took customer support to the next level with the launch of AI Assist, built to act as a seasoned copilot to help agents close tickets faster and achieve more satisfaction in resolution. With AI Assist, users can access conversational AI technology to generate and expand on responses to customer queries. AI Assist draws on conversation histories and documentation to help agents resolve issues faster and boost customer satisfaction at scale.
We took our intuitive AI-powered suite one step further by enhancing access to internal information, working to ingest and search for data to better answer customer inquiries. With Advanced Search, agents can find relevant answers through both exact keyword searches and contextual searches. By inputting less and receiving more, support teams can resolve more tickets in less time.
Last, but certainly not least, in our newest AI release is our advanced chatbot, AI Agent. Acting as a virtual assistant, chatbot, and support all-in-one, AI Agent empowers your business to do more with fewer resources. By utilizing automated workflows and providing 24/7 responses in multiple languages, this AI-powered bot helps your company meet customers where they are and when they most need you. With a personalized and user-friendly interface, AI Agent adapts to the needs of your business, handling a high volume of interactions so your team can focus on more complex challenges.
Modernizing Messaging & Live Chat
At TeamSupport, we understand the importance of measuring success and optimizing the user experience. That’s why we released our Google Analytics integration, so your team can better drive business growth. Our Google Analytics integration is designed to be seamless, allowing for comprehensive tracking of chat conversations that result in conversions.
We are always looking for ways to improve and simplify our user interface at TeamSupport, and this year we optimized the experience by allowing users to embed hyperlinks across our platform. This provided customers with direct access to resources, improving efficiency and enhancing clarity.
Our latest development, Proactive Chat Analytics, gives you even more actionable metrics and insights around proactive chats. Users can now assign names to proactive rules, making them easier to identify. Additionally, users have access to more data on how the rules are performing, including average response time and visualized pie charts of triggers and responses. Proactive chat is even more personalized, tailored to meet customer needs and streamline your operations.
Reaching New Heights in Support
In May, we released Status Approval Workflow, giving administrators the ability to require approval on a ticket page when a user attempts to move the ticket into a new status, and to configure approval processes based on ticket type. This ensures that tickets progress through the workflow smoothly and follow the procedural checklist set up by managers. Whether you’re managing different ticket types or want specific user groups involved in the approval process, TeamSupport’s Status Approval Workflow adapts accordingly.
With our newest Drill Down update, TeamSupport users are now able to view details around specific data points on a chart, providing access to the data set making up each graph. Now, you and your team can understand what tickets are being represented on reporting charts and access more informative data points. By drilling a level deeper into the dashboard, you can review specific ticket names and get a deeper view of the chart.
Looking Forward to 2025
While 2024 pushed boundaries and delivered new solutions, we plan to empower our customers even more in 2025. Earlier this year, we sent out a customer survey to better understand your needs. Among the valuable feedback we received, we heard one message loud and clear: You need better reporting tools. Good news: We’re working on it! We’ve already started with our Drill Down update, and we’re working on more improvements for better access to your data and analytics.
We’ll be expanding the capabilities of our automated workflows in the new year, allowing you to streamline your practices and better support your customers. This feature increases workflow efficiencies within our software, ensuring that day-to-day manual processes can be automated to achieve resolution faster. We’ll be announcing this release soon.
We’re also planning to continue to stay ahead of the curve with AI, with more AI-powered tools that will support you in leveraging proactive support with the team you already have. We’re hosting a webinar in early 2025 to discuss what AI means for customer support, and how TeamSupport is leading the way.
As we bid farewell to 2024, we want to extend our heartfelt gratitude to our customers, partners, and team members for making this year one of collaboration and communication. Here’s to 2025–another year of growth and customer satisfaction!
