Parature Customer Service™ Software: Overview

A Smarter, More Efficient Way to Serve, Support, Retain, Engage With and Maximize the Value of Every Customer

Providing great service and support is getting tougher and more expensive. Competitive pressure demands that you learn more about your customers, differentiate your customer service in a crowded market, and meet the high expectations of a growing new generation of Web-savvy customers.

Only Parature is dedicated 100% to on-demand customer service and support software. Unlike point solutions and add-ons to large CRM systems, we focus solely on first-class service and support – delivered over the Internet – that gives your organization an outstanding, consistent support presence with a competitive edge.

Parature Customer Service™ software integrates the customer portal, rich knowledgebase and full trouble ticket software in one dynamic, unified system that manages all your support needs.

The Parature Portal provides a professional 24/7, external support presence personalized to be as simple or sophisticated as you need.

Your portal looks identical to your website, so your customers feel comfortable that they’re on familiar ground. Change the look and feel of your portal to point end users directly to the information they need.

From the portal, your customers can access a fully searchable knowledgebase, submit tickets, and even check on ticket status themselves.

Parature comes from day one with a full suite of modules that provide 20/20 visibility across all your support interactions, anytime.

You Determine How Interactive You Want to Be with Your Customers

Parature’s innovative approach lets you grow on your timetable, not ours. From a self-service knowledgebase to online chat, let customers select their own method of assistance. Parature Customer Service software lets you start simple and grow.

Parature is a multi-channel software system focused solely on customer service and customer care. Manage your customer data – Publish your content – Encourage community – Measure satisfaction and results. Parature Customer Service™ software lets you tailor each interaction to your customers’ unique needs and preferences.

Centrally Manage Your Customer and Account Data

Personalized customer service starts with easy access to clean, accurate data about the people you support.

All customer communication is recorded in Parature, so you always have a complete history. What products do customers own? What accounts do they belong to? All your customer history stays securely in one place, so it’s easier to confirm end user identity, and have the insight to cross sell and upsell products.

Track any level of customer or account data you need:

• All account level data, service level agreements, user contact information, product ownership details
• Products for specific accounts and contacts
• Internal IT assets such as laptops, phones, PDAs to get a clearer picture how well they’re supporting your business. Track their costs, histories, maintenance and more.

With Parature Customer Service software, you can also better manage the activities of your busy support team. Parature helps your entire organization work more collaboratively, managing your team’s most essential activities to ensure everyone’s working at peak productivity across teams, tasks are completed on time, and your users are receiving prompt responses.

Proactively Manage, Publish and Grow Your Online Content to Deflect Calls, Provide More Value

There’s no better way to revolve issues proactively than by providing the answers your customers need right online.

Parature Knowledgebase™ becomes the go-to spot on your portal for customers to help themselves to documentation, product briefs, answers to frequently-asked questions, and all the latest information.

You can also make it easy for your customers to download documents, software patches, manuals, even video files.

Engage Your Customers with the Interactivity that Makes Relationships Thrive

Parature comes complete with a trouble ticket system that lets you track, route and resolve support issues quickly and easily. This lifecycle ticket management system is fully personalized to meet your needs, from the most basic to the most sophisticated.

Dynamic interaction has tremendous impact. Parature Customer Service software lets your end users engage in live chat sessions direct with your support representatives.

Advanced Mobile Technology for Convenience

Parature's mobile application enables customers to be proactive and engaged by providing access to Parature Portal™ functionality from iPhone and iTouch mobile devices. Customers can brand the mobile application to have the same look and feel as their support portal so it becomes a recognizable extension of their existing customer support site. Mobile applications provide an easy-to-use, efficient mechanism to conveniently report incidents when and where they occur to expedite response times.

Encourage End User Communities

Enabling customers to interact with each other online is a proven way to grow and maintain a loyal customer base. Parature Customer Service software lets you provide a valuable forum for end users to network, and a way for you to discover which topics are most important, allowing you to create the most relevant, timely support content.

Measure Customer Satisfaction, Monitor Trends

Whether you need to gauge the performance of your support team, the value of your knowledgebase content or the overall quality of your products and services, Parature has the reports and analytic power you need.

For complete enterprise business intelligence for all your Parature service and support data, Parature Report – Premium, powered by Business Objects, provides in-depth insight into key performance areas.

Parature makes it easy to measure customer satisfaction and keep tabs on quality assurance anytime. Integrate surveys throughout your support process for a steady stream of customer feedback that helps you maximize the value of every customer.