Kustomer vs. TeamSupport

It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.

Incentivized

How many departments will be using TeamSupport and how many "Groups" will I therefore need to create? The answer will impact how much you are spending on TeamSupport. The same goes for individual employees who use it. Additionally, you should ask how important uptime is and get assurance on how quickly issues will be resolved if there is downtime from TeamSupport during business hours. Finally, you should ask how the reporting component will meet your needs.

Incentivized

• All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
• The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
• We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.

Incentivized

• Ease of Use. TeamSupport is very well laid out and is obviously being designed by people that have their customers in mind. I can find what I need quickly and have found none of the customizable features to be confusing.
• TeamSupport supports their clients well. Anytime I need help, they are an email or phone call away and I receive prompt, if not immediate assistance.
• TeamSupport integrates with our Salesforce CRM well. The integration was as easy as entering a token and then choosing the fields I want to sync to Salesforce. The initial import of data from Salesforce did not give me all of my customers, but that was because of how I had Salesforce set up and after talking to TeamSupport and making a few changes, we restarted the data import and it has been smooth sailing ever since. Now my Sales Staff can see what is happening on the ticket side of their accounts without having to ask, because TeamSupport automatically updates Cases in Salesforce. Very well done feature.

Incentivized

• For our team, the feature that defaults all notes to begin in "done" status is difficult. Throughout each day we need to have notes open and assigned back and forth to different teams, and we have to remember to manually "open" each note. There is too much room for human error with this setting, and it is easy for important notes to be missed if a user forgets to open the note.
• Similarly, it can be hard to remember to assign emails/notes to a particular team in addition to a user. We almost exclusively work out of team inboxes, and if someone on Care writes an email to a customer, the email will automatically be "done" when it is created, and it will be assigned to the user who wrote it, but not also to the user's team. There are instances where an email needs to be snoozed for several days/hours with further action needed, and unless the user remembers to assign the email to their team it may "awake" from the snooze and not be visible to anyone except the user who created it. Similarly to my first comment, this leaves a lot of room for human error and is not very intuitive.
• Personally, I do not love that all tickets/emails/notes are jumbled together in the same inbox. While this gives visibility to everything on the "to do" list at the same time, it can be visually overwhelming. We have created unique folders for certain types of projects or categories of work, but have experienced tech glitches or just the awkwardness of another step to manually read the note, determine what type of category it is, and then manually assign it to another folder. Would love to have things auto-sort and take out this manual lift.
• I love the idea of the autopilot setting, but we have not been able to use this for our work because it sorts items based on time, and not based on priority. In our line of work, we may have an urgent situation arise that needs attention before an email that was sent in 60 minutes ago. The autopilot feature would push the email to my associates sooner than it would the urgent situation from 5 minutes ago. Due to this, we manually monitor inboxes and assign work to ourselves and others.

Incentivized

• I would be interested in seeing a way to sort tickets under 2 filters. Example: I'd love to be able to sort my tickets oldest to newest - AND - by customer within the first filter.
• I would also like to be able to customize my user profile. I think it would be cool to be able to change colors and formats.
• I love TeamSupport!

Incentivized

Because there's no other tool like Kustomer

Incentivized

The software is easy to use and more than fulfills our minimum requirements for a tech support database tool. TeamSupport is constantly adding new features, both that they identified themselves and that were directly requested by TeamSupport users. One of the most important things that a company does is communicate with its customers, especially when there is a problem. While we would all prefer to never have any down time, that just isn't possible. So when something happens it is critical you keep your users informed of what is going on and how long it will take to fix things. TeamSupport gets an A+ when it comes to keeping customers informed. You can make the answers in your tickets available in an FAQ. Obviously, the longer you stick with TeamSupport, the more complete and useful the FAQ will be for your customers

There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.

Incentivized

I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it. But the portal offers great tools and guides on workarounds.

Because Kustomer is available when you need it

Incentivized

Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7

Because ages load quickly, reports complete in a reasonable time frame, given their complexity

Incentivized

It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection

It’s a great tool that has helped our company and overall customer service. I believe if we were able to edit certain setting for our specific company that would be hopeful. We have been told before that certain desires of ours would make a change throughout all of Kustomer. Which is not something we would want, we would just want that to change for our business.

Incentivized

TeamSupport's communication for service issues/maintenance are always visible. They also offer many opportunities for training on the software via webinar. Additionally, their support team has been available for coaching and guidance on how to use the software more effectively. They also offer training on creating customized reports to suit our specific organizational needs.

Incentivized

Because they are very hands-on in training us and very approachable

Incentivized

Able to get hands on training and ask questions.

It was very easy to understand.

Incentivized

Not much training was offered, but it was always provided when we requested it

Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.

Incentivized

Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.

Incentivized

I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the resources or the customer-focus to rally behind setting up their customer service/experience team up for success. With a platform like Kustomer, you can actually evolve the relationship over time, or use the past experiences (number of contacts, purchases, previous issues, etc.) to power your next steps with a customer, making for a much more nuanced relationship with a human, not just a ticket.

Incentivized

We have looked into Zendesk and previously moved from Axosoft to TeamSupport. TeamSupport is definitely better than Axosoft when it comes to fuctionality and ease of use. Zendesk is probably the best and widely used but of course that comes with a price. If the organization is big and a larger customer base, then is makes sense to use Zendesk.

Incentivized

Because customer is flexible and scalable

Incentivized

TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part

• We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
• Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.

Incentivized

• When we first began using TeamSupport we were also preparing for an important review of our software product. Of course, our customer service was being evaluated also. We had about 80 people involved in our review and comments about our customer service came back excellent every time. One of our main goals is to provide exceptional customer support, but we could not have done it without TeamSupport.

Incentivized