TeamSupport
A Collaborative Approach to Customer Support

Support has traditionally been reactive in practice; a customer calls support when he/she encounters an issue or needs help with something. Now, the support function, particularly in the B2B (business-to-business) space, is transitioning from a reactive transactional model to a more proactive and preventive posture. In fact, proactive customer engagement grew by 14 percent from 2019 to 2020. Yet, only two-thirds of support demand is related to the adoption and application of products, and only 28 percent of companies have proactive engagement efforts in place (as per Customer Support Transformation: The Guide to Essential Practices and Metrics report, Dec. 2020.) In order to keep up with the growing expectations, support must go beyond simply meeting the demand to deliver enhanced customer value. B2B support is about the customer, not the individual ticket. Created by industry experts who have lived through the struggles of being a B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a support solution that helps build passionate customer bases for its clients. With an emphasis on streamlined collaboration among teams and built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport stands alone as the leading support solution that helps solve sophisticated client needs, fuels successful client interactions, and enables its clients to drive recurring revenue.
“At TeamSupport, we’ve built our solution to understand the relationship at the macro company level. It’s vital for a business to understand how their customers are feeling about the support they provide and how it is impacting their business operations. We feel like we’ve been ahead of these trends since our inception and continue to bring passion and awareness to the market about B2B support,” says Pete Khanna, CEO of TeamSupport.

The company’s proprietary Customer Distress Index™ (CDI) looks at all the interactions throughout the multiple contact points of a single corporate customer to determine their level of satisfaction, happiness, and level of frustration. The CDI can also be compared to all of the client’s other customers to develop a baseline of success and outliers to determine if they are having a higher level of distress comparably. Khanna remarks, “We are helping businesses become more proactive about the health of their customer relationships and better positioning them for account renewals and expansion.”

The company has recently released two new solutions: TeamSuccess and TeamInsights. TeamSuccess is a ground-breaking product that will take the customer support experience to a level where it proactively enables customers to reduce churn, take advantage of upselling opportunities, and ultimately drives recurring revenue. With increasing revenue as its primary focus, TeamSuccess boldly repositions the role of B2B customer support software in the industry. Through proactive features that improve existing customer relationships, it is the first solution to fully realize the revenue potential of customer success.

TeamInsights, on the other hand, is a powerful new reporting and analytics solution that provides customers with a deep understanding of their customer experiences. Khanna mentions, “We will surface trends and behaviors through our comprehensive data modeling to analyze any metric or dimension and keep our customers alert through pulse notifications and automated reporting.”

TeamSupport’s scalable all-in-one customer support solution has proved to be particularly beneficial for clients during the COVID-19 pandemic. At a time when remote work has become the new norm, maintaining and cultivating customer relationships have become challenging. TeamSupport was built for remote work environments and designed with collaboration at its core.

We are helping businesses become more proactive about the health of their customer relationships and better positioning them for account renewals and expansion

All of the information gathered from public and private messaging to manage tickets is maintained in a single source along with customized workflows and a “watercooler” feature that helps communicate with the entire organization. TeamSupport has always been focused on teams helping businesses support their customers through collaboration and understanding customer relationships no matter where they are.

TeamSupport was purposely built to service technology-enabled businesses. The complexity of technology companies drives the need for collaboration amongst a variety of departments when answering customer support tickets. TeamSupport brings clients’ support, sales, and product teams together by being one of the first support solutions to include not only ticketing, but a robust customer database, a product database, and near real-time reporting. This ignites true collaboration around the customer and empowers businesses to provide world-class customer support, which in turn increases their competitive advantage.

With TeamSupport, support and product/engineering teams have a direct line of communication and see the same customer information so that there is no misunderstanding or ambiguity and more clarity. This allows companies to solve issues more efficiently and decrease repeat tickets across customers. The TeamSupport solution also enables companies to meet customers where they are. Customer inquiries received via email-to-ticket, live chat, phone-to-ticket, customer portal, social media are all handled in one place for a seamless omnichannel experience.

TeamSupport’s exemplary capabilities were on full display during their collaboration with Caliber Public Safety, a company that provides computer-aided dispatch, records management, and mobile solutions to more than 1,000 public safety agencies across North America. With customers including federal and state police agencies, county governments, large metropolitan areas, and mid-small cities, Caliber depends on TeamSupport to provide its mission-critical software applications to keep the communities they serve safe. A testimonial by Derek Smith, Vice-president, Client Services, Caliber, reads, “TeamSupport has allowed us to communicate with our customers in ways we never had before. Our customers know the TeamSupport tool. They create and update tickets, collaborate with other users, and access self-help and training resources through the Knowledge Base articles.”

TeamSupport is expanding its breadth of offerings for customer engagement. “We been a pioneer in the Customer Support industry for over 12 years and our newly added products have entrenched our position as the go-to solution for post-sale customer engagement,” notes Khanna. The upcoming launch of TeamSupport’s new product, TeamSuccess, will cement its place in the market as a leader in providing innovative solutions to enhance not only the customer experience but also enabling companies to drive recurring revenues and increase the lifetime value of a customer.