Today's top names in services organizations turn to Parature
for top-of-the-line service and support for their customers. Parature Customer
Service™ software integrates the customer portal, knowledgebase and ticketing in
one dynamic, tightly unified system that manages all your support needs.
Parature's on-demand model keeps you up and running – and
your users happy – no matter what. As a SaaS (software-as-a-service) provider, we
deliver our product suite over the Internet using a secure, scalable application and
system architecture that requires no software downloads or IT help.
There's no smarter, more efficient way to serve, support, retain,
engage with and maximize the value of every customer.
Provide a Complete Self-Service Support Center
Your portal provides a complete, 24/7 support presence to
match your unique needs. From here, your users have immediate access to a robust
knowledgebase where they can help themselves to best practices, frequently asked
questions, glossaries, the latest services documentation or agreements, and all the
most current information. Your customers can easily submit a trouble ticket right
from the Web, view its status, and track the step by step progress of the issue
through resolution. A complete ticket history is always available for customers to
store, reopen, or post comments to resolved tickets.
We selected Parature because they deliver on the promise of multi-channel customer service and they
understand our strategy and the importance of our customers' success.
Vice President of Customer Success – Rosetta Stone
Reports Provide Visibility into Issues and Trends
With Parature, you can get both high level and detailed views
into all your support activities.
Business Objects reporting offers extra tracking, analysis and
reporting power to track everything from response times to staff requirements. Parature
also helps you address hot topics proactively. For example, get an instant reading on
the top ten customer issues at any point in time, so you can make adjustments, and plan
your communications effectively.
Parature lets you determine the most effective ways to
strengthen and grow your retention efforts. For example, you can set up different
tiers of support based on your own business rules.
Better Manage Your Support Workload
You can be smarter about how you use your internal support
resources. Monitor individual customer service rep performance and productivity, keep
track of peak user times and better manage the entire workload.
Easy to Use
Parature provides the only true on-demand 100% customer service
software available. As a SaaS (software-as-a-service) provider, we deliver our product
suite over the Internet using a secure, scalable application and system architecture that
requires no software downloads or internal IT help. A world-class hosting facility enables
99.5% uptime for every Parature customer. All data is safeguarded by state-of-the-art
security technology. Best of all, a Parature implementation is measured in days, not
weeks or months.
- Be more proactive and strategic about driving customer satisfaction
- Reduce issue resolution times and repetitive inquiries
- Provide one on one assistance with live chat
- Speed the process of tracking and resolving issues
- Raise the productivity of customer service reps and reduce agent load
- No need for additional hardware, software or IT support