Parature partners with Microsoft to extend and offer capabilities that broaden Dynamics CRM’s customer service functionality.
Parature delivers a centralized cloud-based customer engagement solution that empowers customer service and support organizations to effectively and efficiently monitor, manage, respond to and resolve a high volume of support issues across multiple channels including social media. Our core product unites an online portal, self-service knowledgebase, help desk ticketing and a host of complementary modules including live chat, customer feedback tools, social monitoring and engagement and reporting.
24/7 Parature Self-Service Knowledgebase and Portal
The Parature Self-Service Knowledgebase and Portal enhances the Microsoft CRM solution by providing a 24/7 online service and support presence. The fully-customizable portal unites a host of dynamic modules including a searchable, SEO friendly knowledgebase that empowers customers with quick self-serve access to the information and answers they want, whenever they want or need them, reducing repetitive questions and service requests while improving your support team’s efficiency and productivity.
The knowledgebase is mobile-compliant and can be integrated into your organization’s website, Facebook page, or other online properties. In addition to serving customers, the knowledgebase can also serve as an internal-facing resource for CSR training and quick access to information.
- Provide 24/7 answers and information with self-serve knowledgebase
- Reduce the volume of customer support requests via phone and email
- Reduce issue resolution times and repetitive inquiries
- Online customer service portal seamlessly incorporates into your brand’s web presence.
Parature Live Chat
Provide your customers with instant and personalized online support with Parature Live Chat. This powerful live chat support module is designed to meet the service channel preference of the newest generation of customers.
Parature Chat empowers your organization with an immediate, seamless transition from a self-service to assisted channel at critical times during the support interaction. Comprehensive rules for escalation, deflection and prioritization ensure a timely response and that Service Level Agreements (SLAs) are met.
- Ensure fast, personal responses to online consumers
- Offer proactive or reactive customer support
- Reduce shopping cart, web form, online navigation, and transaction abandonment rates
- A convenient, yet personalized online support channel
- Enhances the Microsoft CRM solution by providing a real-time engagement platform to resolve customer issues.
Parature Social Customer Service
Deliver quality support on your organization’s Facebook and Twitter pages leveraging Parature’s Social Customer Service Suite which includes Parature for Facebook and Parature’s Social Monitor. You’ll be able to monitor, be notified of and respond quickly to social media conversations, posts and comments in real time. Automatically turn customer service questions and requests into support tickets and effectively respond (or route to the department within your organization who can).
Track and report on all support efforts and customer experiences on social media. In addition to social media monitoring and response, you can incorporate your Parature knowledgebase, help desk ticketing or live chat right on your Facebook page for a comprehensive social media support center.
- Effectively manage and respond to customer service questions and support requests on social media in real time
- Provide a 24/7 support center on your Facebook page
- Incorporate social media and customer experiences on social media into your current customer service processes
- Enhances the Microsoft CRM solution by extending the support engagement capabilities into social media channels.