Salesforce Service Cloud vs. TeamSupport

This cloud is a good option for attracting large numbers of customers for mid-scale and large-scale organizations. However, it’s not suitable for small companies or startups due to its high cost. For use cases where real-time input from customers is taken and then processed on the cloud to give them output, this platform is a must.

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

• Super fast set-up of the service from design through to production.
• Robust method of release management from sandbox, to test, to production.
• User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
• Simple api integrations with other third party systems
• Broad range of features and functionality
• Einstein search features provides faster information mining for our agents as they help to resolve customer requests.

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

• A free trial would be extremely valuable to customers who are not able to commit to a full plan.
• The pricing of this program is not priced competitively with other similar services.
• Can be quite time consuming to maintain.
• Not user friendly if you aren’t tech savvy/familiar with software.

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

Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.

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

I love that the Salesforce Service cloud provides all of the functionality that I need when implementing business processes for our customer support representatives. It even has enough functions and features that allow us to customize and expand upon our current processes, giving us the ability to go above and beyond what we've thought we could ever do. Using cases coupled with Salesforce's automation tools help ease the workload and keeps our data integrity intact.

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.

Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.

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

Load times can be slow, but this is also based on how much customization you have done. We added a lot of custom fields which could cause additional slowness in loading. This was never anything that affected our overall efficiency. I did not notice that Service Cloud slowed down any of the systems we had it integrated with

Incentivized

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

Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.

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

Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.

Incentivized

Able to get hands on training and ask questions.

Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.

Incentivized

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

I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations

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 honestly prefer Zendesk to Salesforce Service Cloud. I find that Zendesk is easier to manage both on the support ticket side, as well as the knowledge center side. It looks and feels easier to use than Salesforce Service Cloud. Salesforce Service Cloud is fine, but it is expensive as well.

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

The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports

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 have cut our service team in half over the past 5 years due to the efficiency of the tool
• The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
• Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person

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