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Company: TeamSupport, Dallas, TX
Company Description: TeamSupport.com is a SaaS-based customer support suite that helps companies solve customer issues by focusing on communication, collaboration, and knowledge sharing between internal support team members and other constituents within the company. Since its inception in 2009, TeamSupport has become an award-winning software solution trusted by prominent business clients around the globe.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Collaboration Solution – New Version

Nomination Title: TeamSupport

Tell the story about this nominated product or service (up to 525 words). Describe its function, features, benefits, and sales to date:

In today’s competitive economy, every customer counts. More than ever, customer loyalty and satisfaction is directly tied to sales and profitability.

Many software products today are marketed to customer service and help desk teams. But most of these take a “traditional” view of customer support teams and ticket systems—they are best suited for one-on-one communication with customers, one ticket at a time, and do not focus on the big picture.

TeamSupport collaborative customer support software is different. It provides a holistic view of the customer, bringing visibility to everyone on the team and enabling full collaboration—across teams and departments—to solve underlying issues.

TeamSupport helps teams and departments share their knowledge and keep the lines of communication open. Some of the most unique and acclaimed features include:

Screen recording. Customers can record short video clips of their issues (including voice commentary, if desired) to share with customer support representatives. This feature allows customer support representatives to see issues in “real time,” as the customer sees them.

Ticket integration. Whether a customer contacts customer support via telephone, e-mail, chat or social media, TeamSupport assigns each inbound request to a help ticket and keeps all customer communications centralized so nothing falls through the cracks.

WaterCooler. This internal social media tool encourages communication and conversation among a team to help solve customer issues.

TeamSupport’s help ticket system changes the way companies serve their customers. More than just a help desk solution, TeamSupport integrates help desk operations with sales, marketing, engineering teams and more.

Since January 2013, TeamSupport has introduced new integrations with popular business systems including Salesforce, Oracle, Jira, Zoho, Dropbox and more, ensuring that customer and product information flows seamlessly from one system to the other.

TeamSupport’s collaborative customer support software helps address customer issues more collaboratively, which leads to more satisfied customers.

Recent testimonials include:

• Wren Solutions, a loss prevention hardware and software company, reports saving 20% in man hours since implementing TeamSupport. By reducing their use of CRM enterprise software, they are saving more than 40% in monthly seat license fees.

• GridPoint, a provider of energy efficiency hardware, software and services for retailers, chose TeamSupport to help their support team address service requests and troubleshoot problems. Since implementing TeamSupport in early 2012, GridPoint has processed more than 18,000 customer tickets, 40% of which now come in via e-mail. Faster response times, and offering multiple methods for submitting requests, translate into happier customers.

During our 2013 customer satisfaction survey, 97% of TeamSupport users recommend the software suite to their peers and 99% rank TeamSupport’s own customer service as good to outstanding, demonstrating that TeamSupport knows superior service from all sides.

Since its inception in 2009, TeamSupport has become an award-winning software solution trusted by prominent business clients around the globe.

In 2013 alone, TeamSupport has been named one of the 10 best CSM software suites of 2013 by Info-Tech Research Group; earned two Bronze Stevie Awards for Contact Center Software and Relationship Management Solutions; recognized with Bronze Awards for best cloud innovation and CEO of the Year in the 2013 Golden Bridge tech awards; and more.

Provide a brief (up to 125 words) biography about the leader(s) of the team that developed this nominated product or service:

A seasoned executive and entrepreneur who has founded and invested in numerous software and high-tech companies, Robert Johnson knows the power of collaborative customer service. Prior to co-founding TeamSupport, he was the CEO and majority owner of Sundance Digital. World-class customer support has been a defining characteristic of every company Robert has been involved with, and that passion inspired the creation of TeamSupport.

Since TeamSupport’s debut in 2009, Robert Johnson has developed this software-as-a-service (SaaS) into one of the best collaborative help desk software solutions on the market.

Robert is nationally recognized as a leader in the software and customer service industry. He is a frequent guest columnist for Wired, DestinationCRM and CustomerThink.