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Parature Customer Service™ Software: A Smarter, More Efficient Way to Service Your Customers

Parature Customer Service™ software provides first class service and support – delivered via the Internet – that gives organizations an outstanding consistent support presence putting them in a whole different league from their competitors.

Parature is at work helping diverse organizations the world over support more than 16 million end users every day. Here’s what our customers have to say about how Parature Customer Service software has enabled them to better and more efficiently serve, support, engage with and retain their customers in today’s Web world.

3E Company

"Before Parature, our voicemail and inboxes were cluttered with client requests and issues. We had no way to track them or make sure they were being answered quickly and efficiently. We were so impressed with Parature because of how easy it is to use and very intuitive for our clients and CSR's. It is also highly customizable so we were able to make it work from us. Our level of customer satisfaction has increased immensely since implementing Parature - we receive great feedback and it has made our jobs a lot easier in providing great customers support"

- Product Analyst

Angel Learning

"Parature is light years ahead of other service software in terms of ease of use and offering a complete solution. We like its flexibility in workflows, routing and alerts. Unlike other software solutions the real power behind Parature is that we can fit it around our people and processes rather than the other way around. Parature represents a new way of thinking about customer support, where proactive support and self-service are made simple."

- Support Center Team Lead

Brenau University

"Parature has allowed us to adapt a customer focus that we've never had before. It lets our students, faculty, staff, and most importantly, our alums use our knowledgebase to gain information they need to be successful. Thus, we build relationships that we know will continue forever."

- Director of Web Strategy, Solution & Support

BuilderMT

"Parature has completely revolutionized the way we do business. It's enabled us to streamline our internal customer support operations, which has freed up time to focus our entire efforts on providing top notch software to our home builders."

- Chief Technology Officer

California College for Health Sciences

"I find the self-service features, including the online knowledge base, to be especially useful. We want to help our students help themselves, and Parature allows us to do this."

- Director of Education

Capitol College

"We found that Parature’s Web-based Campus Support Solution uniquely met the distinct support needs of our students and faculty. It gives us the ability to offer support from any Internet connection at anytime, and has robust self-service capabilities like a knowledge base and download center, which allows students to help themselves"

- Director, Distance Learning Services

Caselle

“The reports are fabulous. It’s great having both high level and detailed views into all of our support activities, with the ability to track results and improvements over time.”

- Senior Vice President of Support

Colorado CustomWare

"As a growing enterprise, we needed a consistent and cost-effective way to support our customers. Parature provides the best value for the money when setting up online support operations. Our customers like our new support site, our staff is comfortable using the software, and our response times and quality of responses to customer inquiries have improved. If we had to do it all over again, we would still select Parature in a heartbeat."

- Chief Operating Officer

Colorado vNet

"Parature has been a great fit! Now that we can create specific reports anytime on areas like trouble ticket volume and the actions taken to resolve tickets, we can adjust the underlying support processes involved on-the-fly to ensure we maintain a high level of service for our customers."

- Senior Technical Support and Customer Service Representative

Coremetrics

"Parature Customer Service™ software has quickly enabled Coremetrics to increase client satisfaction levels by providing clients a self-service portal with 24/7 access to information and ticket history. Coremetrics has also been able to service twice the number of clients without increasing the size of our service levels. Additionally, Parature Customer Service software has increased the efficiency at which our teams work within Coremetrics by allowing us to have improved processes among customer support, operations, development, and sales."

- Director of Global Accounts

Data Sciences Inc.

"By selecting Parature, we have been able to support many new customers without increasing the size of our support staff. I would estimate that we would have needed to hire at least two more people had we not moved to Parature."

- Training & Support Specialist

DBM

"We’ve leveraged Parature's Web self-service features to empower our customers to get support when, where, and how they want it. This has led to a 36% decrease in tickets submitted and improved customer satisfaction, ultimately adding value to our online presence."

- Global Support Manager

DoxTek, Inc.

"We found the hosted model to be attractive since Parature takes care of all the maintenance and upgrades without having to be on site.  We are confident that this solution will decrease our support costs, while enabling us to support more customers with fewer resources."

- Vice-President

East Carolina University

"We chose 24/7 Campus Support Portal from Parature because it was so easy to set up and use. Instead of spending a lot of money and time installing a complex help desk system, it took us just two weeks and a fraction of the cost to customize and deploy Parature as our online support center. Not only is it fast and affordable, but it’s so easy to use that our faculty support staff embraced it immediately. This is critical because a product has to be easy to use in order to build momentum and usage on campus."

- Administrator/ITC

Elsevier

"Elsevier's implementation of Parature has improved our entire support process. Previously, we used Microsoft Outlook and there was a significant amount of redundancy in the effort across the support platforms and Parature has eliminated that."

- Executive Director, e-Education Products

e-MDs

“Parature has been a great fit for us, particularly due to its customization to fit our needs, the high level of functionality, ease of use, and the very affordable pricing.”

- Executive Vice President, Practice Management

Enterprise Mobile

We really like Parature at Enterprise Mobile because of the flexibility and customization it provides. As an outsourcer and start-up company, we need to be very nimble with the ability to make changes on the fly, and Parature provides us both the flexibility and capability to do so, enabling us to meet the needs of our customers.

Director of Support

  • Press Release
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ExtendMedia

"ExtendMedia has been using Parature Customer Service™ software with excellent results. We've minimized our inbound calls from approximately 100 per month to 20 or less. We've reduced our wait times by up to 80%. We’ve maximized our knowledge growth through the knowledgebase system in terms of transforming tickets into knowledgebase articles, which allows users to manage and access data, and find their own solutions to known issues."

- Support Manager

Florida Atlantic University

"The ease of use of the product, the fact that it is web enabled, and the ability to customize Parature to meet our needs, are some of the most attractive features of Parature. More importantly, the responsiveness of the people at Parature has been wonderful. They are always there to help us help our users!" 

- Instructional Designer

Florida State University

"When Parature assured us they could deploy their software in a matter of weeks, we assumed they were providing us with a marketing pitch to gain our business; however, Parature delivered on their promise, and had us up and running in three weeks."

- Director of User Services

Havok

"Before Havok began using Parature, we supported our customers and deployed our products through many different systems including ftp sites, a custom ticketing system and custom FAQ Web pages. Combining the use and maintenance of these disparate systems in a single interface, by way of Parature, has been a real boon for Havok. It has allowed us to grow our support system, while increasing our efficiency and decreasing turnaround times for our customers."

- Support Lead

Hobsons

Parature software has really allowed us to handle a tremendously high volume of tickets in a very concentrated time period; 3 months of the year we do about three-quarters of our volume and Parature allows us to effectively do that.

Associate Director, Common App Product Group

IGN Entertainment

Parature is everything to our department, it makes us shine and stand out to our customers. They find our support easy to use and it provides a very pleasant experience.

Senior Manager, Customer Service

Indiana State University

“Parature’s hosted model enabled us to focus primarily on supporting our community of users without having to maintain any hardware or software, and was able to provide the customization we needed at a competitive price."

- Office of Information Technology Help Desk Manager

iWin.com

We want support to be as prompt as possible. If subscribers have a good experience, then they’ll continue playing with us. Out of more than five million subscribers, the number contacting support is well under one percent.

Director of Customer Care

Kansas City Kansas Community College

"I love Parature, because it is such an elegant and simple-to-use solution that addresses so many of our challenges. It is accessible to our students, and enables them to get assistance in variety of ways."

- Online Education Services Educational Specialist

Minerva Networks

“Parature has enabled us to not only implement better processes and organization, but to also begin offering clients innovative and time-saving customer support tools. This combination of an upgraded infrastructure and client-facing enhancements has taken our support to the next level, and ensures we are meeting, if not exceeding, customer expectations.”

- Director, Technical Support

MoveOnIn Network

“Before using Parature we were in a reactive position, but now with the online support portal integrated into our website, customers often find answers to their own questions through our knowledge base articles and don’t need to contact us, reducing the volume of support requests we receive by 50%.”

- Director, Business Development

MusickEd.com

"Parature's ease of use, the number of employee hours it has saved, and the major partnership opportunities it has spurred, will bring enormous success in the near future the potential is truly staggering."

- President

Our Lady of the Lake Regional Medical Center

"We are confident that Parature's wide range of modules, which include self-service customer support features, will provide us with an immediate return on investment."

- Director of MIS

Outtask, Inc.

"We needed a solution that could centrally log and track support issues through various channels to help our support team report, resolve and respond to such issues.  In a matter of months, Parature's depth of features enabled our customer support representatives' to raise their productivity while decreasing the amount of time and number of responses they were receiving through our multi-channel support offerings."

- Chief Operating Officer

Parasol IT

"What really set Parature aside from the other companies we evaluated was their understanding of the support industry. They've tailored their solution so that it addresses the needs of both our support team and our customers. This goes well beyond what the other companies had to offer. When discussing a support solution with other vendors, I felt that they were not listening to my support needs and strictly wanted to close a sale; however with Parature, they listened to my issue and acted more as a partner than a vendor."

- Service Manager

Passport Health Communications, Inc.

"With our previous solution we had to continuously update well over 120 pages worth of support information. With Parature, we can match the look and feel of our support portal to that of our website, and effectively communicate changes to our products through their robust knowledgebase."

- Vice President of Customer and Technical Support

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Roanoke County Public Schools

“This is a great new tool for Roanoke County Schools.  It supports our teaching and learning mission without changing the way we work.”

- Manager of Information Systems

Rosetta Stone

We selected Parature because they deliver on the promise of multi-channel customer service and they understand our strategy and the importance of our customers’ success.

Vice President of Customer Success

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Seven

“In deciding to use Parature we have given our customers a leap forward in their problem management. We went from simple ticket listings to offering our customers a knowledgebase, glossary, troubleshooter, discussion boards and sophisticated ways to search their tickets. Prior to Parature we were getting requests to improve the support features and access. We now receive praise from our largest of customers."

- Director, Customer Care and Training

SharperAgent

"We looked at Parature’s capabilities while evaluating over 30 customer support software vendors and immediately recognized the ease-of-use and value of the solution, especially for our 11,500 end users."

- Support Manager

The Weather Channel

“Parature has become a trusted partner, and has consistently delivered on their pledge to help us meet our customer support goals by providing dedicated staff and excellent technology. The comprehensive, integrated nature of Parature’s software enables us to provide a very positive support experience and meet customer needs quickly.”

- Manager, Customer Data and Systems

TMA Resources

"Within the first year of using Parature, in just customer service alone, we saw a 25% increase in productivity, mostly in reduction of administrative overhead. Being able to roll this out across our organization with transparency among departments and to see what is going on with individual issues has been key for us as an organization to improve our processes and customer service satisfaction."

- Director, Customer Service

Tower Group Companies

Parature Customer Service™ software is very customizable, enabling me with the flexibility to use it the way I need to. It also provides me with great reporting and visibility into my team’s work.

IT Support Manager

Trapeze Networks

With Parature, our customers now have anytime, anywhere access to a knowledgebase, software downloads, forum, and tickets.

VP of Worldwide Customer Service

TrialSmith

"The features that won us over were Parature's seamless interface, and their ability to customize and quickly implement the solution. After implementing Parature, we realized we originally weren't setting our support goals high enough. They worked closely with us to provide a solution that has paved the way for building and improving the support we provide to our customers."

- President

Tulsa Community College

"We are used to typical implementation processes that take six months or longer. When Parature assured us that their implementation process would take several weeks of course I was skeptical. We were pleased that the implementation process took only two weeks."

- Dean of Distance Learning

Water Environment Federation

"Parature has allowed us to better service our customers through the tracking and accountability features for email to ticket conversion and submission of questions. It has also allowed us to involve our entire staff in the service of our customers. We were able to create an online knowledgebase for our staff that includes the procedures manual and frequently-asked questions from our members. This has lifted a huge weight off the shoulders of our support center."

- Director, Association Services

Wichita Falls Independent School District

“I have used Remedy in the past and now Magic CRM. After using Parature, I can honestly say that Parature is the superior solution due to its innovative technology and ease of use."

- PMO Manager



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