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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.

White Papers

download as a pdf file

Best Practices White Papers

Content as a Competitive Advantage: 6 Best Practices for Knowledgebase Development
With the growing role of content as a service differentiator, a high-functioning knowledge management infrastructure is a mandate for competitive service delivery today.
Customer Service Spotlight: 5 Trends for 2013
Service leaders must always be poised to gauge the impact of market trends on their operations and their customers and act accordingly. This year’s trends, as identified by industry experts, focus on the growing need to empower customers,
as well as service agents, with information and technology.
Conquering Customer Service Data Management
If your service organization is part of a large corporation investing in an enterprise-wide MDM strategy, you should be involved in the effort to provide input and identify key transactional, reference and relationship service data. Learn what metrics your organization needs to measure and how to start measuring.
Treat Your Agents Well: Service Thrives on Engaged Employees
To find out how you can improve your turnover rates and develop high-performing agents who excel at service delivery, download this complimentary white paper. You’ll get expert recommendations for motivating and engaging your front-line workforce.
The 5 Best Customer Service Practices to Steal from the Retail Industry
Retailers have spent decades honing their practices with the goal of keeping customers happy during the busiest times of the year. There are lessons that are applicable to many non-retail organizations. This Parature white paper will give you insight into the 5 best practices you can learn from the retail industry on customer service.

Parature Product White Papers

Managing the Entire Student Life-Cycle with Integrated Campus-Wide Support Software
Parature for Education is a complete end-to-end support and service solution specifically designed for higher education institutions that want to simplify the support process and reduce costs across every department.
How to Use Facebook to Engage Your Customers and Deliver Great Customer Service
Parature for Facebook provides organizations and companies in every industry the ability to extend their service, sales, support and personalized communications to the social media channel. Whether you are in retail, gaming, politics, government, media, high technology or higher education, Parature for Facebook empowers your external-facing teams to provide top-tier service, protect your brand, and increase awareness, all while keeping service-costs low and providing immediate impact.
The Advantages of Using “Live Chat” in Your Customer Service Organization
Parature Chat™ puts the power in the hands of your customer service representatives (CSRs) to identify, engage and simulate a rich, meaningful and satisfying communication that quickly resolves issues while keeping support costs low.