TeamSupport Adds Webcam Video Capabilities to Help Resolve B2B Tech Support Issues
Let’s set the scene. You’re heading a team responsible for the lighting and multi-media effects for a rock concert, sitting at the controls of a console more complex than NASA mission control. You’re trying to set up the opening sequence, coordinating with 10 colleagues working at complementary control panels. Suddenly, a problem comes up: you have pretty good idea what’s wrong, but time is short. You contact product support, and instead of having to write a detailed description, you just take a quick video of what’s going wrong on your phone webcam and send it to the agent. He or she can then quickly cross-reference the issue, add the video to the support ticket, then send back a video that shows the right steps to quickly resolve the situation.
Making it easier to support high-tech hardware is one of the two main business cases for VideoView, the new video recording feature recently added to the SupportView Suite from B2B customer support software specialist TeamSupport. VideoView adds full-motion video and audio to the solution’s functionalities, which include multimedia tools such as embedded screen shots and ScreenView screen recording which enables customers and agents to exchange recordings of on-screen activities.
Beyond eliminating the time wasted in having to write out a long narrative or verbally describe a technical problem that can be more easily shown, VideoView has the added benefit of significantly strengthening the connection between customers and agents. Its secondary business case is allowing the full spectrum of users within a company being served to put a face with a name to the voice on the other end in a support interaction. As TeamSupport Co-Founder and CEO Robert C. Johnson noted, “It creates a higher level of personalization. Knowing that a dedicated professional is available to provide support whenever the customer encounters a problem, is a real confidence-builder.”
TeamSupport was created to focus on the needs of the business-to-business community. “B2B is fundamentally different than B2C (business-to-consumer),” said Johnson. “Ours is more of a low-volume but high complexity service. Rather than placing the emphasis on resolving individual tickets, we see the entire organization as the customer and strive to help them meet the needs of people in all departments.”
Johnson has executive experience in high-tech and enterprise level software development companies. He witnessed first-hand how communication breakdowns within teams and across departments led to duplicated efforts and inefficiencies in resolving common problems, which convinced him there was a need for a dedicated b-to-b customer support product. He founded TeamSupport in 2008 and oversaw the development of a solution for this underserved market.
The initial customer base was mainly resolving technical issues related to software on a PC, but it has gone far beyond that. “We now have customers from all walks of business,” said Johnson. “Bus companies, restaurant chains, aircraft starting systems…it’s fun to see the evolution of what we do to serve any type of organization that requires technical support.” One reason that TeamSupport has achieved exceptional growth is the company’s commitment to helping customers improve internal collaboration. “Our customers can easily track and view details about their customers and products, said Johnson. “So when an internal customer initiates contact, the solution can quickly and easily access all information on other issues they've had recently, who else at their company has contacted technical support, and what products they currently have. All relevant data is at the agent’s fingertips and additional information is just a few clicks away.”
Other TeamSupport internal collaboration tools include access to a knowledge base, providing the ability to locate the right subject matter expert to contact in specific situations and the Water Cooler, an internal social media tool designed to help teams collaborate in real time on everything from customer support tickets, customers, products and other work-related matters.
In addition, to help clients better monitor overall customer satisfaction, TeamSupport has created a Customer Distress Index (CDI), a tool which tracks such metrics as total tickets generated, lifetime activity, tickets over a 30-day period and average time to close tickets. This allows companies to perform trend analyses and take a proactive approach, seeing potential problems ahead of time and helping them to avoid long-term issues that can derail a relationship. “We started using the CDI internally and it immediately began to bubble up actionable information, so we made it available to our customers,” said Johnson.