The topic of this article may not meet Wikipedia's general notability guideline. (July 2025) |
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]
| 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 |
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
editTeamSupport 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
editIn 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
edit- ^ "DI People: Cinemark, Brinks Home Security, Medical City Children's Make Leadership Announcements". Dallas Innovates. Dallas Innovates. March 3, 2020. Retrieved July 23, 2025.
- ^ "A Very Special Mission: TeamSupport". National Business Aviation Association. National Business Aviation Association. February 19, 2018. Retrieved July 23, 2025.
- ^ Klie, Leonard (July 1, 2012). "Service to Sing About: Wren Solutions streamlines internal support and eliminates duplication with TeamSupport". CRM Magazine. Vol. 16, no. 7. CRM Media (Information Today, Inc.). pp. 63–64. ISSN 1529-8728. Retrieved October 27, 2025.
- ^ Klie, Leonard (September 12, 2014). "TeamSupport Introduces Customer Distress Index". CRM Magazine. CRM Media (Information Today, Inc.). ISSN 1529-8728. Retrieved October 27, 2025.
- ^ "TeamSupport Raises $1.25 M in Funding". FinSMEs. June 11, 2014. Retrieved July 16, 2025.
- ^ "TeamSupport Secures Growth Investment from Level Equity". FinSMEs. July 18, 2018. Retrieved July 16, 2025.
- ^ "Follow the Money: Craftwork Coffee Raises $932.5K, Selery Fulfillment Pulls in $850K". Dallas Innovates. July 19, 2018. Retrieved July 16, 2025.
- ^ Womack, Brian (August 28, 2020). "TeamSupport's new CEO sees 'wide-open market for us to go attack'". Dallas Business Journal. Retrieved July 16, 2025.
- ^ "TeamSupport Acquires Live Chat Firm SnapEngage". CX Today. May 25, 2021. Retrieved July 16, 2025.
- ^ "Customer-support software firm buys SnapEngage". BizWest. May 21, 2021. Retrieved July 16, 2025.
- ^ "TeamSupport Launches AI Chat Tool, Names Former PwC M&A Veteran as CEO". Dallas Innovates. June 28, 2024. Retrieved July 16, 2025.
- ^ "TeamSupport Review". PCMag. December 13, 2020. Retrieved July 16, 2025.
- ^ Lead, The CX. "TeamSupport Customer Support Software In-Depth Review 2025". The CX Lead. Retrieved August 8, 2025.