|
|
Software Editions & Pricing
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 do is pay a low monthly fee for each user and access TeamSupport.com on any computer using any Web browser.
All editions of TeamSupport include a Ticket Submission form/URL as well as a Public Knowledge Base form/URL, which you can place on your own website and allow your customers to self serve, and Live Chat. These services do not require your customers to log in. TeamSupport does offer an Advanced, Secure Customer Self Service Portal as an add on to your account.
Benefits
TeamSupport is all about helping your organization provide the best support experience possible. Your teams and customer alike will experience shorter resolution times, better communication and collaboration and a true 360 degree view of your support operation in one place.
For Your Support Operation
- Provides a sophisticated ticket management system.
- Details custom workflows so you can manage the life of each ticket.
- Integrates with e-mail. Your team is assigned a unique drop box address.
- Integrates with the product teams so everyone is on the same page.
- Tracks down common problems and solutions with easy access to knowledge-base articles.
- Maintains a centralized technical library to store documentation, reference materials and other resources in one place.
- Provides comprehensive audit trails and reports for support managers
- Attach logs, screen shots, diagrams and any other type of file.
For Your Product Team
- Tracks all defects and feature requests in one place.
- Tracks version history.
- Easily pass tickets from group to group including QA, Engineering and Product Management.
- Reduces confusion with the Technical Support Team by documenting features and defects for each product and version.
For Your Customers
- Provides 24/7 self service tools so your customers can submit tickets, search the knowledge base as well as wiki articles without having to contact your support group.
- Drastically reduces call volume to your support staff.
- Increase customer and staff efficiency.
- Keeps customers and end users in the loop as tickets evolve though their lifecycle with our unique "Web conversation" feature.
For Your Executive Team
- Reduces support costs.
- Increases customer satisfaction.
- Integrates the critical departments within your company.
- Breaks down typical communication barriers between departments.
- Gives a birds eye view of your products and customers.
|
|
