Customer Support and Service Articles

One of the features our users have been asking for almost since day one has been live chat, and we’re pleased to announce that we have released chat functionality today.

Today’s customers demand true multi channel support which means support by phone, e-mail, web, and chat.  TeamSupport now covers all of these channels, and allows you to consolidate your communication with your customers.  It no longer matters how your customers contact you – All correspondence is kept within TeamSupport so you have a complete view of your customer interactions.

Our chat implementation is extremely powerful and has several key features:

• You can upload/create your own graphics for “Chat Now” buttons to show if there is an agent available or not.

• The chat dialog is customizable with your own graphics to represent your brand.

• Each TeamSupport user can have multiple chats running simultaneously to maximize the use of their time.

• If the user requesting a chat is an existing “customer” in TeamSupport the agent can easily pull up their record and see prior interactions.

• The agent can transfer the chat and conference in other TeamSupport users easily.  This way, if the issue needs to get escalated to a different group or someone with more experience, the agent can make the transition seamlessly.

• Chat transcripts can be associated with a new or existing ticket in TeamSupport.  This means that multiple chats about the same issue can be stored in a single ticket, and also that chat transcripts can be searched just like another ticket in the system.

• Leave a message!  If your team is offline, your customers can submit their question and TeamSupport will create a “offline chat” ticket and notify your team so they can answer the question when they are back at work.

Chat is a powerful new feature in TeamSupport that we are very excited about.  We continue to differentiate our product with features like Chat, Wiki, and the WaterCooler so that TeamSupport is much more than “just another ticketing system”.  TeamSupport is a true Enterprise class system which will save your organization time and money and give your customers the support they demand.

Live Chat is available immediately and is licensed on a per user basis.  For more information, please contact our sales department.

Here are a few screen shots:

The Chat Request screen – Put your own image on the right.

This screen shows a chat request that is pending – Simply click the “Accept Chat” button to start chatting!

This screen shows an ongoing chat.  You can see the buttons at the top which will let you invite other TeamSupport users into the chat session, view the customer details, and add the chat transcript to either an existing or new ticket.