Company:TeamSupport

From HandWiki
TeamSupport, LLC
TypePrivate
IndustrySoftware
Founded2008
FounderRobert C. Johnson
Eric Harrington
Kevin Jones
HeadquartersDallas, Texas, U.S.
Key people
Grant Stanis (CEO)
Robert C. Johnson (co-founder, board)
ProductsHelp-desk ticketing, live chat, customer-support software
Websitewww.teamsupport.com

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

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]

Products

TeamSupport provides a unified support platform designed for B2B SaaS teams. Key product capabilities include:

  • Ticket Management
  • Customer Self-Service Hub (including knowledge base, community forums, and AI deflection)
  • Live Chat and Messaging (powered by SnapEngage)
  • Customer Success Tools (including health scoring, success workflows, and CSAT tracking)
  • TeamInsights for reporting and customer health analytics
  • Customer Distress Index® (CDI), which calculates risk scores based on support behavior and account history
  • AI Assist, which automates ticket summarization, reply generation, and suggested solutions
  • Automation for routing, SLAs, and task workflows
  • Integrations with third-party platforms such as Salesforce, Jira, Azure DevOps, HubSpot, ServiceNow, and Slack

TeamSupport’s platform is built to support multi-contact organizations and multi-product support models, with customizable branding, customer portals, and reporting per product line.

Reception

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]

Recognition

  • Gold Winner, 2014 Stevie Awards for Sales & Customer Service (Collaborative Solution – New Version)[14]
  • Appealie 2017 SaaS Award Winner[15]
  • 50 Best Startups to Work for in Dallas (2024)[16]
  • 2024 Capterra Shortlist for Issue Tracking[17]
  • 2025 Capterra Shortlist for Customer Success[18]

References

  1. ↑ "DI People: Cinemark, Brinks Home Security, Medical City Children’s Make Leadership Announcements". Dallas Innovates. 3 March 2020. https://dallasinnovates.com/di-people-cinemark-brinks-home-security-medical-city-childrens-make-leadership-announcements/. 
  2. ↑ "A Very Special Mission: TeamSupport". National Business Aviation Association. 19 February 2018. https://nbaa.org/membership/member-profiles/teamsupport/. 
  3. ↑ Klie, Leonard (2012-07-01). "Service to Sing About: Wren Solutions streamlines internal support and eliminates duplication with TeamSupport". CRM Magazine (CRM Media (Information Today, Inc.)) 16 (7): 63–64. ISSN 1529-8728. https://www.destinationcrm.com/Articles/CRM-Insights/Case-Studies/Service-to-Sing-About-83188.aspx. Retrieved 2025-10-27. 
  4. ↑ Klie, Leonard (2014-09-12). "TeamSupport Introduces Customer Distress Index". CRM Magazine (CRM Media (Information Today, Inc.)). ISSN 1529-8728. https://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/TeamSupport-Introduces-Customer-Distress-Index-99327.aspx. Retrieved 2025-10-27. 
  5. ↑ "TeamSupport Raises $1.25 M in Funding". June 11, 2014. https://www.finsmes.com/2014/06/teamsupport-raises-1-25m-in-funding.html. 
  6. ↑ "TeamSupport Secures Growth Investment from Level Equity". July 18, 2018. https://www.finsmes.com/2018/07/teamsupport-secures-growth-investment-from-level-equity.html. 
  7. ↑ "Follow the Money: Craftwork Coffee Raises $932.5K, Selery Fulfillment Pulls in $850K". July 19, 2018. https://dallasinnovates.com/follow-money-craftwork-coffee-raises-932-5k-selery-fulfillment-pulls-850k/#teamsupport. 
  8. ↑ Womack, Brian (August 28, 2020). "TeamSupport’s new CEO sees ‘wide-open market for us to go attack’". Dallas Business Journal. https://www.bizjournals.com/dallas/news/2020/08/28/teamsupport-pete-khanna.html. 
  9. ↑ "TeamSupport Acquires Live Chat Firm SnapEngage". May 25, 2021. https://www.cxtoday.com/contact-center/teamsupport-acquires-live-chat-firm-snapengage/. 
  10. ↑ "Customer-support software firm buys SnapEngage". May 21, 2021. https://bizwest.com/2021/05/21/customer-support-software-firm-buys-teamsnap/. 
  11. ↑ "TeamSupport Launches AI Chat Tool, Names Former PwC M&A Veteran as CEO". June 28, 2024. https://dallasinnovates.com/teamsupport-launches-ai-chat-tool-names-former-pwc-ma-veteran-as-ceo/. 
  12. ↑ "TeamSupport Review". December 13, 2020. https://www.pcmag.com/reviews/teamsupport. 
  13. ↑ Lead, The CX. "TeamSupport Customer Support Software In-Depth Review 2025" (in en-US). https://thecxlead.com/tools/teamsupport-review/. 
  14. ↑ "2014 Stevie Awards for Sales & Customer Service Announced". February 22, 2014. https://blog.stevieawards.com/blog/2014-stevie-awards-for-sales-customer-service-announced. 
  15. ↑ "2017 SaaS Awards - APPEALIE Honors 31 SaaS Apps" (in en-US). 2018-01-10. https://appealie.com/saas-awards-2017/. 
  16. ↑ "50 Best Startups to Work for in Dallas 2024 | Built In" (in en). 2016-01-01. https://builtin.com/awards/dallas/2024/best-startup-places-to-work. 
  17. ↑ "2024 Capterra Shortlist for Issue Tracking" (in en). https://www.capterra.com/issue-tracking-software/shortlist/. 
  18. ↑ "2025 Capterra Shortlist for Customer Success" (in en). https://www.capterra.com/customer-success-software/shortlist/. 



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