Business Practices | | Published December 16, 2013

Why does TeamSupport excel at B2B customer support?

Lessons learned from our past customer service experience in the software industry led us to create an award-winning B2B help desk software system. With TeamSupport, you benefit from our experience!


TeamSupport ticket system CEO Robert C. Johnson Robert C. Johnson
CEO collaborative help desk software—today one of the best for B2B customer support—was originally developed based on the background—and experiences—of several of our founders. We had all come from a company that created and sold software to television stations, and this was about as B2B as it could get.

All of our customers were other businesses, and our software was truly mission critical to them. When they called for customer support, they expected certain things.

Our customers expected that when they contacted us, we knew who they were. They wanted us to know everything about the software they had purchased, the specific configuration they had, and what issues they had experienced recently.

Many of the issues our customers called us about were complex and involved a lot of back and forth. They expected that we knew what steps had been taken before, even if a previous conversation had occurred with a different customer support agent.

Sometimes the issue escalated to a point where the customer called our VP of Sales or even the CEO to put pressure on us to solve the problem. I can’t tell you the number of times that a customer called me and I was able to quickly look up their issue and talk intelligently about it – All because we tracked their problems and had a pretty well-written internal system to track the issues.

Our internal team also worked very closely together to resolve problems. While the term “collaboration” wasn’t yet in vogue, it’s certainly what we did – Teamwork and collaboration were all key components of what made our company work well together and allowed us to solve customer issues.

We took all of the lessons we learned—good and bad—from our various previous experiences and put them together to create TeamSupport.

TeamSupport has the tools required to best serve B2B companies and we believe it’s one of the best B2B issue management systems on the market today. From our integrated customer database (so you can store and retrieve critical customer information) to our powerful internal collaboration tools (which let you break down silos and better communicate internally to solve customer problems), TeamSupport help desk software is geared towards addressing the unique needs of B2B technology companies.

Explore TeamSupport’s other innovative features, including our internal Watercooler that lets you share information through an employee-only online forum; our unique screen recording feature that lets you embed audio, video and screen clips into help tickets; and more! Or, take a trial run today and see why TeamSupport is ranked one of the industry’s best issue management apps.

Liked what you read here? Check out these other recent articles:
>> What Does B2B Mean?
>> What’s the Difference Between B2B and B2C?
>> Finding the Best Help Desk Software for B2B and B2C