CSR Productivity

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My Challenge Is: CSR Productivity

My organization needs a proven way to track and improve upon our customer service representatives’ productivity. We want to provide more efficient, effective and consistent customer service across more channels without having to add staff. We also want a central cloud-based system that makes customer service easier for our current CSRs, and a solution that allows new staff to get quickly up to speed with customer information and CSR processes.

Parature Solution: Parature Multi-Channel and Self-Service Solutions

An organization’s productivity and morale can be dramatically reduced by responding to common questions over and over again each day via phone, email and other customer service channels. Parature solutions allow your organization to deliver more effective and efficient customer service. In addition, your support staff will be happier and more productive in everything they do, resulting in a better customer service experience all the way around.

By taking the time to learn about the unique business challenges each of our clients face, Parature can customize its solution to specifically address these challenges and dramatically increase efficiency and productivity.

  • Parature Portal provides a 24/7 customer support center that is seamlessly integrated into your organization’s current website. This web-based help center gives your customers easy and convenient access to an intuitive, searchable knowledge base which delivers quick answers to their most-commonly asked service and support questions. If your customers still require personal support after using the knowledge base, they can submit a help ticket, track its progress at their convenience and receive an automatic notification email when an answer is available for them.
  • Parature Knowledgebase offers an intuitive customer self-service solution that provides quick answers to common questions and support issues, plus essential downloads including forms, how-to videos, product manuals, information updates and more. Easily add and update information and customize its order and placement to put the most-viewed information in a prominent place.
  • Parature Download is the ultimate tool to give your customers all the information and updates they need without having to phone or email a customer service representative. Provide software patches and downloads, how-to videos, product brochures, user manuals and more. Track and report on download activity in real time.
Major Benefits
  • Reduces the number of repetitive support questions for CSRs
  • Empowers customers and reduces resolution times; improves customer satisfaction
  • Drives down call and email volume; provides 24/7 support
  • Increases knowledge regarding customer support questions and issues

“Even as our customer base has increased, we have not had to add staff. Average resolution times decreased by 80 percent.” – James Foster, Client Data Operations Manager at e-MDs

Parature provides customer service software that revolves around you. Find out more about the best multi-channel customer service solutions available. Click here for a free demo, email us at sales@parature.com or call 1-877-GO-PARATURE.

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