TeamSupport is a Saas, B2B customer support software firm that has separated from the pack with its innovation and focus on the needs of B2B firms. By providing both a public and private cloud option, its solution is easily deployed and just as easily leveraged.
While On The Road, TMC (News - Alert) CEO Rich Tehrani had the opportunity to speak with TeamSupport VP of Sales Zan Breithmoore, covering topics ranging from social media to what makes TeamSupport TeamSupport.
Breithmore explained, “We were built by people looking for a solution like ours and couldn’t find it anywhere in the industry. So we really were developed exclusively for this market.” This is a key differentiator in the support software space. Breithmore noted the support software solution was designed with the trials and tribulations of B2B in mind, as B2B support scenarios are typically far more involved than B2C scenarios.
As the type of support needed has changed, so too has the TeamSupport solution. Adapting to trends like mobility and social media have made TeamSupport a leader in the customer support software space. Breithmoore illustrated that because support must be provided in various environments, it was necessary to provide teams with access to solutions regardless of location or device.
Social media can be credited with what Breithmoore referred to as, “a true reinvigoration in customer support.” He believes the element of transparency delivered by the Internet makes it that much more important to provide exceptional customer support, as “it is so easy to switch from one vendor to another.”
Aside from the adaptability of the TeamSupport solution, it also provides video products as well as its Customer Distress Index (CDI). Its video products could include instructional videos, or say a user is having an issue but can’t illustrate it to support; in that instance the user can record his/her screen so support can see exactly what’s going on and know how to fix the problem.
The CDI is unique to TeamSupport. It provides a risk rating per client based on various metrics and provides a firm with a strong gage on which clients are at risk of leaving.
There are many options in the world of customer support software. A firm in need of a support solution must do its due diligence and find the best solution for it. TeamSupport is climbing the ladder of deployment for its solution. While its adaptability, innovation and functionality all play a part, it might just be that, as Breithmoore told Tehrani in Dallas, “We put into practice exactly what we say we’re going to do”
You can view the entire interview below:
Edited by Kyle Piscioniere