TeamSupport
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| Company type | Private |
|---|---|
| Industry | Software |
| Founded | 2008 |
| Founder | Robert C. Johnson Eric Harrington Kevin Jones |
| Headquarters | Dallas, Texas, U.S. |
Key people | Grant Stanis (CEO) Robert C. Johnson (co-founder, board) |
| Products | Help-desk ticketing, live chat, customer-support software |
| Website | www |
TeamSupport is an American software company that provides a cloud-based customer-support platform built specifically for business-to-business (B2B) SaaS companies.[1][2] The platform is designed to help teams manage long-term customer relationships by enabling better collaboration between support, success, product, and development teams.[3]
Founded in 2008, TeamSupport offers tools for ticketing, live chat, customer self-service, success management, analytics, and artificial intelligence. It is best known for introducing the Customer Distress Index® (CDI), a proprietary scoring model that helps companies proactively identify at-risk customer accounts.[4]
History
[edit | edit source]TeamSupport was founded in Dallas, Texas, in 2008 by Robert C. Johnson, Eric Harrington, and Kevin Jones, software industry veterans who saw a need for support software tailored to the unique dynamics of B2B environments.[5] In 2018, the company secured a growth investment from Level Equity, a New York-based private equity firm, to accelerate its product development and market expansion.[6][7]
In August 2020, TeamSupport appointed Pete Khanna, former CEO of Trackvia, as its new chief executive officer, succeeding co-founder Johnson.[8] In May 2021, the company acquired SnapEngage, a live chat software firm, to expand its support offering with native chat and real-time messaging capabilities.[9][10]
In 2024, Grant Stanis became CEO and led the launch of AI Assist, a generative-AI feature that supports ticket summarization, response drafting, and customer insight generation.[11]
Reception
[edit | edit source]In a December 2020 review, PCMag praised TeamSupport’s “strong collaboration tools” and robust ticket tracking, while noting that the interface was less modern than some newer platforms.[12] More recent reviews note that TeamSupport stands out for its focus on B2B customer support and is particularly well-suited for medium to large B2B organizations, as it facilitates better team collaboration on support tickets, has more advanced reporting capabilities, and provides a more comprehensive customer database for in-depth insights.[13]
References
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