Press release

TeamSupport Unveils New Capabilities to Strengthen B2B Customer Support Software

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Sponsored by Businesswire

TeamSupport,
the industry’s top business to business (B2B) customer support software
solution, today announces five new capabilities that provide B2B
customer support teams with the tools necessary to break down internal
communication barriers. These capabilities make it easier for teams to
work together, share information and access their collective knowledge
to solve customer challenges. Capabilities include SLA (service level
agreement) management 2.0, internal knowledge base statistics, a
refreshed ticket submission process for the Customer Hub, email to
activities and the ability to email ticket actions.

In today’s world, customer support can be the difference between
retaining a customer and losing a customer. For support agents, the need
for a solution that can handle inquiries, establish workflows, create
tasks, manage projects and assign responsibility to all stakeholders
involved is vital to meeting customer expectations and maintaining
positive customer relationships.

“No matter what industry you are in, it is critical to establish loyal
customer relationships. Businesses are empowering and showing customer
support teams the important role they play in developing these
relationships,” said Robert Johnson, CEO, TeamSupport. “This is
especially true in the B2B space where customer relationships are very
complex. Through these new capabilities, we’re making a commitment to
our customers by providing them with the tools they need to strengthen
customer relationships, provide better experiences and reduce churn.”

The five new capabilities include:

  • SLA (service level agreements) 2.0: The technology powering
    SLAs in TeamSupport has been re-architected as a distributed system.
    This means the solution now features a highly available and reliable
    SLA engine, cross time zone handling for global corporations, and
    just-in-time alerts.
  • Email to activities: Email to activities allows users to
    capture an email conversation within the TeamSupport platform and
    create an activity that the entire support team can reference without
    creating a ticket. This provides a new method to obtain and store
    customer and contact information.
  • Internal knowledge base usage statistics: For B2B support
    teams, knowledge base articles play a critical role in providing
    customers with the answers they need in a timely fashion. By tracking
    knowledge base usage statistics, teams gain a better understanding of
    which articles are the most successful for helping customers. This
    information also helps teams to better understand how relevant or up
    to date each article is as well as which team members create the most
    informative articles for potential incentive programs.
  • Refreshed Customer Hub Submissions: With TeamSupport’s refresh
    of its Customer Hub ticket submission process, information is now more
    actionable for all team members. This includes placing all conditional
    fields in their appropriate location once a form is submitted, so
    TeamSupport users can easily understand what information is being
    shared.
  • Email Ticket Actions: With this feature, TeamSupport users can
    define whether they would like to include action text when sending
    emails to their customers. This feature also meets security needs as
    some customers cannot receive TLS-encrypted emails. Therefore, clients
    can now determine who is able to receive these emails by simply
    turning the setting to “false” to ensure the data sent is encrypted
    end-to-end.

The new capabilities are available today and are actively being used by
clients. To learn more about TeamSupport’s new capabilities, visit www.teamsupport.com

About TeamSupport

TeamSupport was designed from the ground up by B2B support
professionals, especially for mission-critical organizations where
customer relationships are imperative. 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.