Case Study: XLDent and MacPractice modernize customer support with TeamSupport

XLDent and MacPractice shave 10 minutes per ticket with TeamSupport

XLDent and MacPractice, two software companies acquired by Valsoft, were struggling with outdated, homegrown ticketing systems that created communication silos and lacked analytics. These challenges led to fragmented support efforts and slower customer response times. To modernize their customer operations, they turned to the vendor TeamSupport and its integrated ticketing and chat solutions.

By implementing TeamSupport, the companies centralized all customer interactions into a unified platform, which integrated live chat and introduced AI-powered ticket summarization. This solution dramatically improved efficiency and customer experience. The results were transformative, with TeamSupport helping to save clients from churning, reducing ticket handling time by about 10 minutes per chat, and providing essential analytics and reporting capabilities that were previously unavailable.