TeamSupport Improves Collaboration Capabilities Through Expanded Salesforce Integration
B2B customer support software allows teams to associate products with tickets, enabling quicker issue identification and resolution.
DALLAS - January 15, 2020 - TeamSupport, the industry’s top business-to-business (B2B) focused customer support software solution, today announces an expanded integration with Salesforce. The integration increases visibility and collaboration across teams by enabling the association of products with support tickets to help better manage customer relationships.
Through Salesforce custom fields, customers can now integrate Salesforce product data into TeamSupport’s customer-product module. This means organizations have more visibility into what products are being used by their customers, enabling support teams to resolve issues faster and sales teams to improve the customer’s experience.
For example, software customers can use the integration to track different versions of their software. In doing so, customer support agents can find problems faster, knowing what version of software the customer is using without having to ask. With the update, sales teams have an opportunity to improve the customer experience by showcasing the improvements and benefits of upgrading to the latest software version.
“B2B customers expect personalized interactions with each individual they speak with,” said Robert Johnson, CEO, TeamSupport. “Our recent product updates ensure B2B customer support teams can see all facets of a customer’s engagement, from which products they are using to what content they are sharing amongst the team.
Achieving a holistic view on an account level, not just a single user level, is extremely complex, but it’s vital to customer support success in a B2B organization.”
In addition to the Salesforce integration, TeamSupport announced four other capabilities:
Email alias:Instead of sending an email from a generic group email, users now have the ability to define their own alias. Now, emails will show the user’s name/alias, adding a personal touch for the customer to know immediately who is messaging them, making them more likely to open the email.
BCC emails into activities:TeamSupport continues to build on its robust activities section, which allows businesses to use the account BCC address to add any email with any contact as an activity to their contact’s record. This is useful for conversations that do not require a ticket but provide good background and reference for future conversations. Through this feature, teams can better understand their customers on a relational level, not just a transactional level.
SAML (User SSO):With single sign-on, users can automatically login with a single input, and with enhanced SAML, organizations now have a “one-click” turn off of a user’s access to TeamSupport.
TeamSupport was designed from the ground up by B2B support professionals. The TeamSupport enterprise solution offers an array of tools that make it simple for teams to work together, share information, and access their collective knowledge to solve customer challenges. TeamSupport makes it easier to support teams to resolve individual tickets while managing the overall customer relationship. Find out more at www.teamsupport.com.