Parature for Facebook™

Facebook is one of the Web's most dominant customer communities, and the Facebook page is rapidly becoming the #1 destination for conversation, community, collaboration; relationship building. Now you can be sure you're part of the conversations that impact your company.

Parature for Facebook enables you to easily engage in their conversations and deliver quality support on your company's Facebook page, leveraging the same proven Parature software that you know and trust.

• Parature for Facebook
  Feature Sheet
• Facebook for Business: How to Engage and Support Your Customers Directly on Your Facebook Page
  White Paper

From the moment you install Parature for Facebook, you'll be able to monitor Facebook Wall conversations, posts and comments in real time, gaining a whole new level of customer visibility and engagement. In fact, other departments throughout the company beyond your customer support team can use Parature for Facebook to monitor pages, from HR and Recruiting to Product Management and Marketing.

Facebook page administrators can enable fans to search your knowledgebase, submit tickets and chat with customer service agents - all direct from Facebook using Parature Chat, Ticket and Knowledgebase. And your customers can even share their service experiences with their own Facebook friends.

Industry-leading, Parature Customer Service™ software for Facebook provides customer service organizations with a comprehensive, multi-channel way to meet the growing expectations of a new generation of Web-savvy, community-minded customers.

Benefits

• Efficiently monitor all Facebook Wall posts and comments in real time - take immediate action, route and assign issues that would otherwise be unmanageable
• Monitor, listen and engage with your customers on your Facebook page. Multiple departments, including HR and Marketing, can monitor posts and take immediate action.
• Provide immediate support - allow customers to find an answer or ask a question
• Increase customer retention and loyalty - provide a consistent level of service to your customers wherever they are, on your support center or your Facebook page
• Improve overall community sentiment - enable your fans to share their service experiences with their Facebook friends
• Increase customer response times
• Enable any number of page administrators to monitor pages
• Integrates seamlessly with Parature Customer Service™ software
• Easily installs on your Facebook page in just minutes

"We are excited to have an integrated application that enables us to engage further with our learners in this popular social media channel. We put incredible focus on our learners' success; and providing a superior overall experience. This will encourage our learners to socialize with Rosetta Stone at any time, from anywhere, in multiple languages, and in a manner that fits in well with their communications style. Parature for Facebook is another strategic channel to help us accomplish this goal." Jay Topper, Senior Vice President of Customer Success

Installs easily on any Facebook page

In just a few steps your Facebook page administrator will be able to setup Parature for Facebook on any page you want to monitor. The administrator will then be able to pick the support channel options you want to deploy including Parature Ticket, Chat or Knowledgebase.

Here's how it works:

Real-time Facebook Wall monitoring for fast customer response

Your customer posts to your company's Facebook Wall with keywords you're tracking. Via the 'Parature Page Monitor' all relevant posts with that keyword are read from the Wall and sent to your Parature Service Desk as a ticket, with the Facebook customer name listed right on the ticket.

Without leaving Parature, your representative is now able to easily monitor and respond to the otherwise unmanageable Wall posts and comments.

Knowledgebase search right from Facebook

Your customer visits your page to complain about a service problem and sees an option to 'Find an Answer'. The customer enters a search term and without ever having to leave Facebook receives the relevant answers right from your knowledgebase.

If the question still hasn't been answered, the customer simply submits a ticket via 'Ask a Question' for resolution, and can even view ticket updates.

Live chat direct from your page

A customer visits your Facebook page to discuss a service problem, issue, or to ask a question. They see an option to 'Chat with an Agent' right from your page. A representative responds to and chats with the Facebook user via Parature Chat for quick issue resolution and a rich one-to-one interaction.

Spreading the good word: A win-win

Your customer submits a ticket and receives support responses from within the Facebook page. It was a positive interaction - and provides relevant information for friends of the user as well.

Using the 'Share' feature, the user shares their answers and service experiences with their friends, attracting new customers and building positive brand perception for you.