Social Customer Service

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Social media is here to stay. It’s changing the game for customer service, not only in engagement, but in response times, capturing customer feedback, gaining knowledge of real-time support issues and achieving a 360-degree view of the customer.

Be in full control of your social media presence and better engage your customers and target audience with Parature’s Social Customer Service Suite.

Our Features
  • Parature Social Monitor – NEW! is a social monitoring and response product designed specifically for customer service teams to help mid-market to enterprise organizations provide effective social customer service, achieve a 360-degree view of the customer, improve satisfaction and protect brand reputation.

    The Parature Social Monitor is the newest addition to the Parature Customer Service Desk, centralizing social customer service with the same workflows, business processes and analytics tools as existing customer service channels such as email, help desk ticketing, chat and more. Following custom rules set by the organization, questions, comments and issues from social consumers are automatically created as support tickets to be answered or routed to the appropriate person within the organization to respond in a timely manner.

    Now with the Parature Social Monitor and the Parature Facebook Portal as part of the Parature Social Customer Service Suite, companies have a complete end to end social media customer service engagement solution for their social media channels.

    For additional information regarding the Parature Social Monitor, or to schedule a demonstration, please contact us at [email protected]

  • Parature Facebook Portalprovides businesses and organizations with a 24/7 customer service and support presence on Facebook. With Parature’s portal offering, social customers and interested consumers never have to leave the channel they’re on to find information about products, services and support issues or to submit a support request. The Parature Facebook Portal provides your corporate knowledgebase offering, as well as a 24/7 online help desk.

    Customers and consumers can browse FAQs and updates, or submit a help desk ticket at any time to ask more complex questions or request support while supplying information that involves account numbers or personal data.

    In addition, you can integrate Parature Live Chat seamlessly to not only deflect customer complaints and service issue posts on your brand’s Facebook page, but to create a new, multi-service channel for customer support on Facebook.

Major Benefits
  • Monitors questions and posts on Facebook and Twitter in real time so you can respond immediately
  • Allows questions and comments to be routed to the person within your organization who can best answer
  • Provides a dedicated 24/7 support presence on your organization’s Facebook page
  • Integrates seamlessly with other Parature customer service solutions to provide a 360-degree view of the customer

“We have lot of activity on our Facebook page. We want support to be wherever customers are so it’s convenient for them to connect with us.” – Brianne Hattaway, Director of Customer Support, Threadless.com

Parature provides customer service software that revolves around you. Find out more about the best multi-channel customer service solutions available. Click here for a free demo, email us at [email protected] or call 1-877-GO-PARATURE.