Helpdesk software solutions are becoming a big concern among companies today. After all, these helpdesk programs make or break companies, especially those that offer products or services to external customers or use an internal software system that their employees use.
While TeamSupport is definitely a popular help desk solution, it’s by no means the only or the best one out there. In this article, you will find a basic overview of TeamSupport and its top 5 competitors. Our B2B experts analyzed a wide range of help desk tools and chose only the top-quality ones to help your company narrow your alternatives to just a few helpdesk solutions that can actually provide an outstanding level of quality. You might also be interested in reading our comparison of top help desk solutions of 2015.
Overview of TeamSupport
Pricing: $30 per month
A brief look at TeamSupport interface
A company’s clients are its most important asset. Thus, customer support can play a huge role in the growth of businesses. TeamSupport is a solution that effectively uses a combination of collaboration features and comprehensive real-time data to allow you to understand where your pain points are located. Thus, businesses are capable of delivering support to customers even before they are aware that they needed it.
Built for B2B technology and software companies, TeamSupport gives you customer support by improving internal collaboration and further breaking down the barriers that can happen to most organizations. Its most important features include integrated screen recordings, advanced customer service portals, built-in reporting tools, multi-channel support, and real-time internal collaboration.
Rather than exclusively focusing on one-on-one customer communications, the tool brings visibility into the picture and allows full team collaboration to handle ongoing issues. It has developed a powerful user interface, putting relevant customer data all in one place.
The tool’s self-serve customer service portal makes your customers feel right at home. Customers can quickly submit and follow up on their tickets. They can also search the knowledgebase for helpful answers to their own concerns. Screen recordings as well as attached files can help resolve lingering issues. TeamSupport has community forums, plus a collaborative wiki feature. This means documents will never get stale. Anyone can also update them as needed.
Groups are a huge part of the TeamSupport structure. When customer tickets are assigned to a helpdesk group, as opposed to an individual, then all group members are notified. Companies can then create many groups, and individual helpdesk agents can belong to multiple groups.
The tool puts real-time, comprehensive business intelligence capabilities at the fingertips of their users. With its robust built-in reports, the tool’s users can access very detailed metrics to have deeper customer insights. Useful and powerful reporting capabilities include report cloning, enhanced sorting, filtering, and individual viewer functions.
Our experts have prepared a detailed review of TeamSupport and gave it a very good score of 9.2/10 which makes one of the top 10 help desk solutions in our listing. While being a solid help desk option TeamSupport is still outperformed by its major competitor Freshdesk that is currently our top help desk solution. If you want to get more information about TeamSupport and its functions and pricing you can read our detailed review of TeamSupport. You can also have a look at our list of top 10 held desk software solutions for 2015.
Here are 5 Alternatives to TeamSupport that offer high quality and realiable features:
1. Freshdesk
Pricing: Free for up to 3 agents, thereafter pricing starts at $16 per month
Here’s how part of Freshdesk UI looks like
Freshdesk is the winner of our Best Help Desk Software Award for 2015
One of the major competitors of TeamSupport is Freshdesk. It’s by far the best choice for a held desk solution as evidenced by a very high score of 9.8/10 given by our experts after a thorough evaluation of Freshdesk. The app also has an outstanding customer satisfaction rating of 98%. Freshdesk is currently at the very top of our help desk software list and has been distinguished with Best Help Desk Software for 2015 Awards as well as our Expert’s Choice Award for 2015. Freshdesk also offers a great free trial and freemium plans that allows you to check out the features and benefits of their tool. If you want to test Freshdesk on your own you can easily get Freshdesk free trial here.
An online business helpdesk solution for managing customer enquiries, Freshdesk is an industry leader. Over 30,000 customers worldwide use this solution, which provides comprehensive helpdesk features for businesses of various sizes at affordable prices. Small businesses can also take advantage of Freshdesk’s amazing features with its free plan.
Freshdesk is ideal for companies that prefer an affordable but comprehensive helpdesk solution with customer self-service, social media monitoring, and multi-channel support. The app is available via its cloud and mobile versions, eliminating the need for businesses to tap a special (read: costly) information technology staff and at the same time allowing communication and collaboration anywhere in the world.
Freshdesk is easy to use and setup. Your Freshdesk interface is created as soon as you select a username and password allowing you to begin managing tickets right away in just a few seconds. In case you have problems using the system, Freshdesk has 24×7 phone support and email for all its plans, even the free plan. The tool also has pop-ups within the interface, instructional YouTube videos, and online self-help tools.
Freshdesk integrates with nearly 60 other applications. This is good for businesses that want their help desk to be intergrated with other business tools.
Social media can prove to be a huge source of customer traffic in your company. You can link unlimited Twitter and Facebook accounts to your help desk with Freshdesk. You can quickly convert Facebook wall posts, messages, and comments on your business’ Facebook page into tickets. Similar to Facebook, you can track your business’ Twitter feed by converting tweets into Freshdesk tickets. The agent’s response, whether for a Facebook or Twitter message, will match the form of the inquiry.
For more information about Freshdesk you can read our detailed review of Freshdesk. If you want to try the service on your own first you can easily sign up for Freshdesk free trial.
2. Desk.com
Pricing: starts at $3 per month
An overview of Desk.com interface
Another major competitor of TeamSupport is Desk.com. Designed with customer service professionals in mind, this tool is an end-to-end helpdesk support engine for rapidly growing companies. Desk.com integrates well with Salesforce, and has a variety of reporting features that can help administrators perform key business solutions.
With this tool, all channels of support are effectively combined into a single location, thus allowing your customer service agents to view all inbound requests about your company’s products or services in a single place. One inbox can host all phone calls, email, and even social media requests, so your support teams can improve ticket organization and ultimately resolve issues faster and more efficiently.
Advanced reporting features allow companies to gain insight into customer service activity, helping to keep track of specific data related to support issues. The system boasts 12 built-in reports, as well as an in-depth analytics dashboard. Quick graphs allow for companies to see exactly how many cases have been resolved, and to drill down to the number of requests per agent.
Desk.com has an impressive multilingual support system. This makes this tool a good match for those with quickly growing businesses that are thinking of expanding internationally. The tool can provide support in more than 36 languages, including Chinese, Spanish, German, French, and Hebrew, so each request can be delegated to the most fluent and adept member of your customer support team.
The system is likewise equipped with a robust translation module. Your content can thus be created for the company’s website in any language, which is ideal for companies that are looking to target clients from all over the world.
Our B2B review team gave Desk.com a very good score of 9.6/10 which is a good grade, though it still places Desk.com behind top solutions as Freshdesk or Zendesk. If you need additional information about the apps features and integrations you can read our detailed review of Desk.com.
3. Help Scout
Pricing: $15 per user per month
Here’s how the user interface of Help Scout looks like
Help Scout is another help desk alternative to TeamSupport you may want to check out. Launched in April 2011, Help Scout is a web-based helpdesk program that helps small businesses within larger organizations better track their customer relationships. With this tool, companies can have a user-friendly, scalable way to offer timely and personal customer support that cultivates a real, successful relationship between your company and customer base.
Help Scout is unique since it is not visible to the customer. The product has been designed to look like a personal email. There are no case or ticket numbers or even impersonal templates to handle. To improve team collaboration, the tool allows users to check what emails are being handled in real-time so your customer support agent members would not respond to the same client twice.
All in all, Help Scout is a nice app if you are using just email for customer support. Our B2B experts have evaluated Help Scout with a solid score of 9.1/10 which places it among our top 10 help desk software solutions although behind the leaders such as Freshdesk and Zendesk. If you need more information about Help Scout’s features, pricing and integrations you can read our detailed review of Help Scout.
4. Samanage Service Desk
Pricing: Starts at $250/month
Here’s how Samanage UI looks like
Samanage is perfect for companies that seek a more advanced but at the same time still user-friendly solution that can make life better not only for the support team but more importantly, also for the end user. Samanage has comprehensive service desk functionality that can help companies respond quickly and effectively to various service requests, leading to improved support.
Samanage integrates effectively with applications you are already using to extend their functionality. Such applications include Google Apps, OneLogin, Salesforce.com, and more than 140 other applications.
Our review team evaluated Samanage Service Desk with a score of 9.0/10 which grants it a spot in our list of top 10 help desk software products, although it’s a spot far behind the current leaders: Freshdesk and Zendesk. For more information about the tool and its functionalities you can read our detailed review of Samanage Service Desk.
5. Zendesk
Pricing: Starts at $1 per month per agent (billed annually)
Here’s how Zendesk looks in action
A major player in the helpdesk market, Zendesk offers a customizable front end portal, seamless integration to applications such as Salesforce and Google Analytics, and live chat features. It is also accessible on iPad, Android, iPhone, or Blackberry. Implementation takes only a few minutes. A complete customer support solution, Zendesk has amassed over 60,000 customers.
Our experts have carried out a detailed review of Zendesk and awarded it a very good score of 9.7/10 which makes it the second best solution in our help desk software category. While certainly a reliable option Zendesk is still outperformed by its major competitor Freshdesk that is at the moment our top help desk service of 205. If you want to get more information about Zendesk and its features and pricing you can read our detailed review of Zendesk.
Conclusion
After a detailed analysis of a wide range of popular help desk software services on the market our B2B team decided that Freshdesk is currently a tool that provides the best and most reliable help desk service. With an outstanding score of 9.8 and the award for Best Help Desk Software of 2015 Freshdesk is simply the best alternative for TeamSupport for all companies in need of a reliable and efficient solution to deal with their clients. It is also possible to enjoy Freshdesk for free with their freemium pricing plan or test the app with their free trial plan. If you want to try out Freshdesk on your own you can easily get Fresdesk free trial here.
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