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My Challenge Is...

1High Request Volume

My organization’s customer service representatives are spending hours each day answering the same questions over and over again via phone and email.
2Customer Support on Social Networks

I want to be able to easily monitor, control and quickly respond to any questions or comments on my company’s Facebook, Twitter and other social media pages.
3System Integration

My organization needs a cloud-based customer service solution that integrates with our current systems and also with the online business applications we use on a daily basis.

4CSR Productivity

My organization needs a proven way to track and improve upon our customer service representatives’ productivity. We want to provide more efficient, yet effective customer service.
5Customer Retention

My company is looking for a way to deliver legendary customer service and engagement to increase customer retention. We need to ensure our customers are satisfied.
6Metrics and Reporting

I need customer service metrics and reporting tools that bring together and compare data from all my customer service channels, so I can see not only what works best for us, but who works best for us.

Customer Success Stories

download as a pdf file

Ask.com Significantly Improves Resolution Times, Reduces Questions Coming Into Help Desk by 60% via Self-Service Knowledgebase
Learn how Ask.com Responds to Millions of Customers with a Complement of Self-Service Convenience and Personalized Care.
Travelodge UK Reduces Resolution Times, Increases Satisfaction Rates
Learn how Travelodge UK was able to reduce its resolution times from six hours to 15 minutes through multi-channel service and support including social, live chat and self-service.
Brenau University Reduces Call Volume by 72%; Sees ROI Immediately with Cloud-based Parature
Learn how Brenau University was able to reduce support volumes with 1 help desk staffer while campus continues growth trend.
CompTIA Shortens Response Times and Improves Customer Service Experience
Learn how non-profit IT trade association CompTIA was able to maintain staff headcount while decreasing response times for its global customer base.
Environmental Protection Agency (EPA) Lowers Costs and Streamlines Support to 34 Offices
Discover how the EPA, the United States federal agency in charge of protecting human health and environment, is leveraging Parature at 34 offices and providing a richer support portal experience for the American public.
NASA SEWP Increases Support Efficiency and Gains Greater Visiblity into All Support Inquiries
Learn how NASA SEWP, the Government-Wide Acquisition Contract for IT products for all Federal Agencies, tracks all help desk interactions in Parature to support its customer base of government agencies and contract holders.
Playfirst Shifts to the Cloud with Parature to Deliver Multi-Channel Support to its Growing Base of Gamers
Discover how Playfirst, the leader of casual social gaming, centralizes support for their growing base of gamers without headcount on the support team.
Top Down Systems Reduces Support Tickets by 40% and Phone Calls by 65%
Discover how Top Down Systems, provider of document automation solutions, reduced support tickets and phone calls all while improving team efficiency and communication.
Asure Software Extends Support to Growing Base of B2B Customers
Discover how Asure Software, provider of cloud-based workforce optimization software, reduced response times and increased customer satisfaction without adding support team headcount.
BuilderMT: Building Customer Satisfaction from 66% to 90%
Discover how production management software provider BuilderMT improved customer satisfaction while simultaneously increasing efficiency and reducing costs.
e-MDs Reduces Resolution Times by 80 Percent; Customers Notice
Discover how electronic health record (EHR) software provider e-MDs empowered their customers to help themselves and reduced critical issue resolution times by 80%.
FAU’s Students and Faculty Resolve 97% of Support Issues on Their Own Using Parature
Learn how a geographically dispersed campus such as Florida Atlantic University provides 24/7 support to users across six counties in Southeast Florida.
Hitachi Data Systems Raises Profit After Streamlining Sales Approval Workflow
Discover how data management solutions provider Hitachi Data Systems – subsidiary of Hitachi Ltd. – raised profits after streamlining their sales approval workflow.
Support Makeover Earns IBM Coremetrics Top Analyst Marks – Even as Company Reduces Support Costs
Discover how leading marketing optimization software provider IBM Coremetrics increased customer satisfaction, loyalty and revenue with Web self-service.
IGN Entertainment Holds Staff Steady with 92 Percent of Customers Seeking Self-Service
Learn how leading Internet media and services provider IGN maintains a high level of service without costly staff additions.
iWin Lowers Cost of Support with Customer Self-Service
Discover how leading casual games provider iWin.com lowered the cost of support by leveraging the power of an integrated software suite to enable customer self-service.
SoftChalk Dramatically Increases Efficiency with Cloud-based Support
Discover how Softchalk, provider of content authoring software for educators, found a balance between high customer satisfaction and efficient internal support processes, allowing them to continue to remain cost effective as their customer base continues to grow.
Threadless.com Extends Support to 200,000 Facebook Fans
Discover how the community-driven online design platform for retail, Threadless.com, extended customer support to Facebook using the Parature for Facebook application to tie support issues posted or submitted through Facebook directly with their Parature Customer Service software, providing a central location for tracking and reporting on customer support tickets.
TMA Resources Increases Customer Satisfaction Rates by Four Times with Parature Customer Service Software
Learn how association management software provider TMA Resources streamlined and automated its manual customer service process to reduce customer resolution times and improve satisfaction.