Parature is pleased to announce that the company has been named a 2013 Hot Ticket Award nominee in two categories: Hottest Emerging Government Contractor and Hottest Buzz. The awards are hosted by the Northern Virginia Technology Council (NVTC) and criteria include vision, the ability to implement and deliver, as well as innovative management approach. As the largest technology council in the nation, the NVTC serves more than 1,000 companies from all sectors of the tech industry, as well as service providers, universities, foreign embassies, non-profit organizations and governmental agencies.
As a Hottest Emerging Government Contractor nominee, Parature continues to drive its momentum in the government space following an 85% growth in the government vertical in 2012. Read More
Parature, Inc., a leading provider of cloud-based customer service solutions serving more than 3,000 mid-market to enterprise brands, is pleased to announce it has been positioned by Gartner, Inc. in the Niche quadrant of the “Magic Quadrant for the CRM Customer Engagement Center.”**
Michael Maoz, Vice President and Gartner Distinguished Analyst, author of the report, writes, “The CRM customer engagement center (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communication channels – including social media – while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage customers.” Read More
Parature is pleased to announce that the company is a recipient of a 2013 CRM Excellence Award™, presented by TMC and CUSTOMER magazine. CUSTOMER has been the premier publication in the CRM, contact center and teleservices industries since 1982.
Parature is being recognized by CUSTOMER magazine for its industry-leading multi-channel customer engagement solution being used by more than 3,000 customers across the globe. Parature’s cloud-based platform enables customer support teams from mid-market and enterprise organizations to engage simply and effectively with customers and prospects through the Web, email, chat, mobile and social networks to provide the best possible customer experience and support. Read More
Companies perceived to be out of touch with their customers in this hyper-connected, I want it my way, I want it now world, quickly fall out of favor with the public. And though they typically have no choice in their service provider, government constituents are still at heart, customers. They desire good service and are more likely to be engaged and show appreciation when they receive it.
With social media in place as a mega-phone-like sounding board for complaints and poor service horror stories, there’s an increasing demand by the public for change. Coupled with Executive Order 13571, federal agencies are becoming the leaders to streamline service delivery and improve the multi-channel constituent experience. Read More
Parature is pleased to announce that the company has been named a 2013 CRM Magazine Service Leader Award winner. Parature joins Microsoft Dynamics CRM, Oracle and Salesforce.com as 2013 Service Leaders in CRM Magazine’s Customer Case Management category.
The 2013 Service Leaders were chosen by a group of approximately 20 top analysts and industry experts, with ratings based on a mix of weighted criteria including depth of functionality and services, customer satisfaction, company direction, deployment costs and overall revenue. Favorable consideration was also given to those vendors that offer not only integrated social media, but mobile, cloud, analytics and multi-channel capabilities.
Says CRM Magazine about the evolution of this key category, “Customer case management has continued to evolve as more companies want – and need – comprehensive ways to manage their customer support life cycles… vendors that seamlessly integrate social support capabilities, along with mobile, will offer the most productivity gains.”
In its review of the 2013 Service Leader Award winners, Parature was recognized for its complete multi-channel platform, its mobile customer support capabilities, and the introduction of its Parature Social Monitor, the first social monitoring and response product designed specifically for customer service teams. Read More
NOTE: The following is a guest post from LogMeIn’s John Purcell announcing LogMeIn Rescue’s helpdesk integration with Parature. For more information on LogMeIn Rescue, click here.
For the LogMeIn Rescue team, it’s no rest for the weary. Following five days at Mobile World Congress in beautiful Barcelona, the LogMeIn Rescue team traveled to Las Vegas last week for Parature’s annual user conference, ParaFest 2013. And there was no better place to preview our latest helpdesk integration with Parature’s increasingly popular customer service software. That’s right, you’ll soon be able to combine the power of Rescue and Parature to bring integrated remote support capabilities directly from the Parature ticketing interface. Here’s how it works and how you can take advantage of the new capabilities. Read More
Parature’s 2013 users’ conference brought together the best in customer service and support. While there were at least 2013 great takeaways from the conference, here are 13 top tips, best practices and insights from our presenters:
The most beloved companies become part of the story of their customers’ lives, help their front line reps be heroes through training and information, apologize to customers when they know they’ve made a mistake, and connect customer service channel silos to deliver a seamless hand-off between channels. ~ Jeanne Bliss, Customer Bliss
Even if you have millions of followers and web visitors, you can still choose to deliver above and beyond personalized service by using a three-part combination of quality self-service information; personalized service for complex and unique questions or issues, and a commitment to care. ~ Ask.com Read More
ParaFest 2013, March 4 – 6 in Las Vegas, is shaping up to be a phenomenal Parature users’ conference and customer service industry experience. There are far more than 10 terrific reasons to attend ParaFest 2013, but here is a top 10 list of some of the best:
Learn from Service and Support Industry Leaders Get best practices, expert insights and innovative tips on improving customer service and support, as well as the overall customer experience, from the best in the business including Zappos Insights, Jeanne Bliss, IBM, former Blackboard CEO Michael Chasen and more.
Zappos Insights will also be hosting two afternoon training sessions at this year’s ParaFest all about delivering happiness and the best practices they have honed to achieve legendary customer service status. Don’t miss this expert offering of insights and best advice! Read More
Parature is honored to announce that it has been named to CRM analyst Paul Greenberg’s CRM Watchlist for the second year in a row. Criteria for this year’s CRM Watchlist selection included financial performance, management, products, partnerships/alliances, mission/vision, market presence/impact and corporate culture.
According to Greenberg the Watchlist, “plays a very specific role in the pantheon of technology companies and service providers. It’s comprised of those companies that I think that we all should be paying serious attention to, regardless of size or revenue, because one way or the other they are going to make a difference in a customer-centric world – at least from the standpoint of technology and innovation in that area. And most importantly, to the customers that actually use them to enable their customer strategies and programs.”
Of Parature, Greenberg writes, “What’s most interesting about Parature’s customers and is a truly standout differentiator is their public sector presence which is substantial and has been built without a lot of fanfare. They have a very deep presence in the federal government, which is local to the Herndon, Virginia based company. Read More
If you were to ask a group of consumers to list ten brands whose names were synonymous with exceptional customer service, on that list you’d consistently find Zappos. Want to know their secret for delivering WOW through service? It starts with company culture.
Parature is pleased to present two sessions from Zappos Insights at its 2013 users conference, March 4 – 6 in Las Vegas, Nevada. Culture Evangelist Jon Wolske will walk attendees through Creating a Culture of Service, from the history of Zappos.com that started the revolution to the evolving vision that lead to a defined ‘Culture of Service’. Read More