Messaging & Live Chat
AI-powered live chat and messaging for B2B customer support and engagement.
Executive Summary
TeamSupport's Messaging & Live Chat provides configurable solutions designed to enhance customer engagement and deliver real-time support. This offering was significantly expanded following the acquisition of SnapEngage, integrating robust live chat and messaging capabilities into a unified platform. The solution empowers businesses to streamline customer interactions, improve response times, and ensure consistent service delivery across various digital touchpoints, ultimately aiming to boost customer satisfaction and operational efficiency. The platform is equipped with advanced features such as AI Agents and AI Productivity Tools, which automate routine inquiries and assist human agents, allowing support teams to focus on more complex issues. It offers a 360° customer view and account-level insights, providing comprehensive data to understand customer behavior and optimize support strategies. TeamSupport also includes Customer Playbooks to standardize workflows and offers a powerful RESTful API for seamless integration with existing CRM and other third-party applications, positioning itself as a premier, competitively priced solution for multi-channel B2B customer support.
Use Cases
- Providing real-time customer support and issue resolution via live chat.
- Engaging website visitors for sales and marketing inquiries.
- Offering proactive customer engagement and support through messaging.
- Streamlining internal team collaboration on customer issues.
- Collecting customer feedback and improving CSAT/NPS.
Features
Visibility
- 360° Customer View: Provides a comprehensive view of customer interactions, history, and data for personalized support.
- Account-level Insights: Offers deep insights into customer accounts to understand behavior and improve service.
Intelligence
- AI Agents: Automated agents handle routine queries and provide instant answers, enhancing efficiency.
- AI Productivity Tools: Tools that leverage AI to assist agents, suggest responses, and streamline workflows.
- AI-based BI and Insights: Provides intelligent business insights to optimize support strategies and decision-making.
Support
- Configurable Live Chat: Customizable live chat solutions to match specific business needs and branding.
- Messaging Solutions: Offers various messaging channels for flexible customer engagement and support.
- Customer Playbooks: Standardized workflows and guides for agents to ensure consistent and efficient support.
- Omnichannel Support: Provides a unified platform for managing customer interactions across multiple channels.
Technical Specifications
- Architecture
- RESTful API over HTTP using XML or JSON
- Deployment
- SaaS
- API Available
- Yes
Integrations
- Salesforce
- ServiceNow
- SAP Sales and Service Clouds
- Jira
Security & Compliance
Certifications: GDPR, SOC 2, ISO 27001
Pricing
- Model
- Per agent per month, billed annually
- Starting Price
- $45 /month, billed annually
- Target Customer
- SMB,Mid-Market,Enterprise
- Contract Type
- Annual
About TeamSupport
TeamSupport is a cloud-based customer support platform built specifically for B2B SaaS companies, offering tools for ticketing, live chat, customer self-service, success management, analytics, and AI-powered features. It focuses on enhancing collaboration between support, success, product, and development teams to manage long-term customer relationships and improve customer retention.