Note: This is a guest blog post by Elias Terman, VP of Product Marketing at OneLogin, the leader in cloud-based identity and access management.
Identity management can play a very important role within a support organization. When ﬁrst hired, an employee is assigned an email address and login credentials. He or she uses the corporate email address to sign in to various systems like email, CRM, and Parature. Often times, support personnel require access to a wide variety of company systems to provide excellent customer service. All emails, customer data and support interactions belong to the organization, and when the individual’s employment ends, the organization must have access to and control over the data produced by the employee, while ensuring that they can no longer access the data. Read More
More than 200 guests attended an invite-only rooftop event in the heart of the Nation’s Capital to hear Parature’s announcement of a new social monitoring product designed specifically for customer service teams. The new product, introduced by Parature CEO Ching-Ho Fung, Parature Chairman and Co-founder Duke Chung, and Global Product Manager Steve Klein, will help organizations across all industries to improve customer satisfaction, increase customer retention and protect brand reputation while improving internal efficiencies.
The new Parature Social Monitor is built as a social tab within the existing Parature Customer Service Suite service desk and addresses the needs of the customer service industry through a suite of tools to actively monitor multiple social media accounts and personas on key social channels, with tickets created automatically and routed to the appropriate person to respond in a timely manner, all within a single user interface. Read More
September means back to school, so Parature is presenting a month of Back to Basics customer service webinars each Wednesday featuring some of the key components of Parature’s multi-channel customer service solution including customer account management, creating an effective knowledgebase, ticketing functionality to include tracking, routing and resolving issues quickly, plus integrating Parature with other key business systems and processes.
If you’re new to Parature or just interested in learning more about Parature’s multi-channel customer service solution and its associated best practices, stop by one of our free 30-minute webinars for the general public. Read More
How to Harness Social Listening for Customer Service
By Help Desk Software Advice Analyst Ashley Furness
Leaving customer service complaints unattended on social media is like handing your angriest patrons a loud speaker in front of a Superdome full of potential customers. The problem goes from personal to public in an instance. Read More
To keep up with the evolution of Facebook’s platform, Parature will be pushing an update to our customers’ Parature for Facebook Support Tab on Wednesday, May 9th at 9:30 AM EDT. There will be no downtime during this update.
Parature will be updating two items:
(1) Support Tab Layout: Parature will be updating the layout of the Parature for Facebook support tab to fit the new widescreen format of Facebook’s Timeline layout. Read More
One of the major benefits of cloud computing is that organizations no longer need to find and make a long-term investment in the perfect all-inclusive platform; they can now easily create the perfect platform to match their unique business needs and processes.
The latest innovations in cloud computing are making the integration of best-in-class business applications even easier and more collaborative than ever before. Today, Parature Customer Service Software’s integrations include many of the industry’s leading CRM, ERP, IVR, AMS and bug tracking software products including Read More
Klein notes that Parature clients with Facebook followings ranging from the thousands to the millions have seen strong increases over the past year in technical support questions, product questions, suggestions and customer discussions on their brand’s social media pages. In addition, many have been recognized for their customer service efforts via social media:
The Parature for Facebook support tab now logs more than 190,000 users in 19 countries across 100+ fan pages each month.
A Parature customer in the online gaming industry now receives as many support ticket submissions through its Facebook support tab as it does through its website. Read More
Mashable recently published a post on “5 Reasons Your Product Documentation is a Marketing Asset.” As a documentation specialist, I was intrigued by the cross between Marketing material vs. Process material, as typically the two are very different. However, after reading the article, I now see the benefits of having great process documentation from a marketing standpoint.
While marketing lingo can help draw in a potential customer, good documentation will give them a better look at your product’s features and all that you offer. Marketing copy and Product Documentation should not read the same, but they can go hand in hand when trying to sell your product to potential customers. Check out the tips here:
As Parature’s Technical Writer, I receive negative feedback alerts when someone leaves feedback on a knowledgebase article. There are multiple types of feedback that I receive and I can categorize them into four different groups. The following are some scenarios I have encountered and provided is some tips on how to deal with these types of feedback:
Why doesn’t your product offer “x”? I want it to offer “x”.
Often times, customers may use a knowledgebase article feedback link to offer how they feel about your product. For instance, an article may answer their question about a feature, but it may not be the desired feature the customer would like to see in the product. The feedback box serves as a platform for their feature suggestion even if it is not the proper location to share an idea to your organization. The best way to handle this scenario is to suggest the idea to your product management team or point them in the proper location to submit an idea. At Parature, the customer can use our Share Ideas site (https://shareideas.parature.com/) to submit a feature suggestion, as well as vote on other ideas. In this case, I would reach out to the client and point them in the direction of Share Ideas. Read More
Integration of Social Media in Existing Support Infrastructure
In one of our most recent white papers, the discussion includes the idea of five different trends in response management and customer engagement in social media. Each of these trends encompasses what it means to engage and interact with your customers through the social media realm. Below you will find a couple of the trends that I thought really stood out in creating your social strategy. Get my take on them below; you can also check out the rest of these at our white paper, Five Trends in Social Media for Response Management and Customer Engagement.
Get Responsiveness Right
As Leon mentioned in a previous post, you’re not really engaging until you start responding to your customers. But how do you get this responsiveness right? A point that the white paper makes is that “businesses must be capable of hyper-responsiveness.” This means that regardless of the message posted, your organization needs to be on top of a post/email/chat, etc., as soon as possible. Make sure you are aware of all your channels and are active in all of them at the same time. As soon as a customer writes to you, posts on your Facebook, Tweets something about your company, you want to be ready to respond and interact with them. This is especially important if you get a lot of traffic to your pages. Customers could be giving positive feedback, complaining about a product, writing an objective post, or simply asking a question-whichever it is, be prepared to answer their inquiry quickly and efficiently. Read More