Customer Support Software Featured Articles

Many help desks today use trouble tickets to manage their transactions, but there are often limitations to the ticketing solutions found in some customer support software systems. One of the main issues with these ticketing systems is that many of them are designed for the convenience of the help desk, but not that of the customer.

Hotel technology solutions provider MSI (News - Alert) supports about 5,800 hotel properties throughout North America. The company provides integrated reservation, payment and guest services. When the company outgrew its old customer support software system, it began looking for a new solution that was primarily focused on customers and allowed it to connect contacts to tickets, and multiple properties to a ticket. The company’s old system simply couldn’t keep up.

“Our previous system had only a single point of support and did not allow for interaction with customers,” said Scott Little, MSI’s VP of Customer Services. “On top of that, we inherited a second support system when we integrated with another office, and the two systems didn’t interact well.”

The company chose TeamSupport’s Web-based collaborative customer support solution. After a successful trial period, MSI permanently implemented TeamSupport, and today’s it’s used by the company’s nearly 100 customer service agents and technicians, who have been working collaboratively to deliver customer support.

“In our environment, everything starts with the customer,” Little explains. “For us, we can’t create a ticket without applying it to a customer. That was one aspect that was very appealing about TeamSupport, compared to most every other software that is built around tickets rather than customers.”

According to MSI, since using TeamSupport, the hotel solutions provider has seen a decrease in call volume thanks to the product’s chat feature. The company has also experienced an increase in customers using self-service. MSI customers have access to self-help tools such as the knowledgebase, which helps resolve issues faster. Customers also like the fact that they can follow their tickets in real-time, and can monitor and track their issues with the solution’s monitoring feature.

 “At TeamSupport, we designed our customer support software to improve collaboration and workplace efficiencies,” according to TeamSupport CEO Robert C. Johnson. “Customer service teams find TeamSupport helps them deliver exceptional customer service and they appreciate that we continue to enhance our software solution. Through innovation we can grow with our customers and help software companies like MSI serve their customers better than ever.”