How will TeamViewer and servicecamp improve the overall functionality of my service desk?

TeamViewer's servicecamp is a service desk solution that helps you provide efficient and personal customer support. servicecamp streamlines team collaboration through its seamless integration into TeamViewer. Utilize the two systems in conjunction to get the best of remote control, collaboration, and service desk features.

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How do companies use servicecamp?

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IT support

No matter if you provide IT support within your organization or to external customers, servicecamp helps you to manage a variety of external and internal customer requests by prioritizing and distributing the workload in your team.

You can keep all relevant customer and issue information centralized in one place for easy access. Plus, you can resolve customer issues immediately by remotely connecting to their device straight from the ticket.

Streamline simple and repetitive tasks like hardware requests or password resets by creating ticket forms. Then, publish them in your customer portal. Get all information needed with the initial request, and avoid unnecessary back and forth communication in order to get all relevant information. This way, you resolve these tasks quickly and efficiently.

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Shared email inboxes

No matter if you work in legal, HR, office management, marketing, or another field providing services to the rest of the organization, you probably work with a shared email inbox. servicecamp supports your collaborative work efforts by effectively organizing your shared space.

Obtain clear ownership of incoming tasks and clear visibility on the task's status. For example, if you work in HR, you no longer have to wait on the availability of the task owner to check the status of each job applicant. Everyone in the team can see the status of a task. You can even make the status of a ticket visible to customers in the customer portal. With job applicants, you can make it visible that a resume has been received or an interview has been scheduled.

Similarly, in other fields, you can use servicecamp to become more productive by recognizing which tasks or projects in your shared inbox are in progress, completed, or ready to start. With this approach, you can work collaboratively on tasks, without the customer ever noticing a change in message or tonality. The team can share information amongst themselves and then give the customer a consolidated answer. All feedback on the task is documented and visible in a central place so that nothing gets lost.

What are the unique benefits of using servicecamp in handling service requests?

All-in-one customer support solution

The smooth interplay between servicecamp and TeamViewer gives you access to the most comprehensive toolkit for support services. Everything you need to know, from support requests to communication with customers, is documented inside the platform. You can even collaborate with fellow team members on specific requests or tasks. Since everything is documented in a central location, no information is lost. If you know how to approach the issue immediately, you can trigger a remote control connection directly from the ticket to solve the problem.

Ease-of-use

servicecamp is extremely user-friendly. Setup is complete within a few minutes, and the platform is easy to comprehend. Once the system is set up, you'll be ready to provide customer support in no time. The simple aesthetic of the user interface helps you focus on providing customer value instead of learning the system.

Features and functionalities that improve operations of the Service Desk

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Easy usage

TeamViewer servicecamp impresses with its clear structure and appealing design. There is no complicated or long onboarding necessary. Log in and start working immediately. Give it a try.

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Works everywhere

Be flexible in choosing from where you want to work. With TeamViewer servicecamp, you are not tied to your office desk. Decide whether you want to work from home or on the go.

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High security

Both TeamViewer the company and the software bearing the same name are from Germany and work in accordance with European data security regulations. The software utilizes end-to-end encryption, two-factor authentication, and trusted devices.

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Topics

Sort incoming request tickets into topics to be able to quantify and measure frequently asked questions and recurring support issues. Inbox spam filtering functions ensure an easy and smooth workflow.

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Private notes

Use private notes for internal, cross-team collaboration, or set a reminder for yourself in the ticket history of a customer. Now you won’t miss a thing and will be able to resolve tickets faster.

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Quoting

Reply to tickets while you continue to read and add relevant quotes from previous conversations to your reply. The typed answer will still be there when you switch back to the ticket after quoting a relevant ticket passage.

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Centralize information

Centralize relevant customer information in your inbox. When receiving or opening a certain ticket, all relevant information related to the sender is visible right inside the ticket. When selecting a specific ticket, you get the entire ticket conversation at a glance.

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Auto-close

Set a date for when a ticket has to be closed automatically. If a customer doesn’t respond, or the ticket has to be closed by a certain time, you can define a date and the ticket will be removed from your list. You always only have open tickets in your inbox, and these are sorted by priority.

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Follow-up

Are you awaiting a response or unable to resolve a ticket right away? Get tickets out of the way and bring them up again when action is necessary or possible. Use the follow-up functionality to define when the ticket should reappear in your ticket list.

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Customer Portal

Users can create and view the status of their support requests within a user-friendly portal, customized with your corporate branding.

What will servicecamp cost me?

With a TeamViewer Premium or Corporate subscription license, servicecamp comes at no additional cost!

Premium subscriptions include 3 staff agents, and Corporate subscriptions include 5 staff agents.

Additional staff agents are available for purchase:

How can I try out servicecamp?

Click below to get started. Get Started

Where can I get more information about servicecamp?

If you have any questions, you can find answers in our friendly community or contact TeamViewer Sales directly.

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