Customers

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.

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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

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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

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• Press Release
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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

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• Press Release
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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

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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

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• Press Release
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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

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• Press Release
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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

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• Press Release
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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

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• Press Release
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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

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• 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

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• Press Release
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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

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• Press Release
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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

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• Press Release
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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

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• Press Release
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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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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

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• Press Release
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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

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• Press Release
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Trapeze Networks

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

VP of Worldwide Customer Service

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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

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