Parature Unveils the First Facebook Application for Multi-Channel Customer Service; Rosetta Stone
Facebook, with more than 400 million members, has evolved beyond just a ‘social networking site’ to one of the Web’s most dominant customer communities. Companies of all types and sizes, from technology giants to busy gaming destinations are building sizeable fan bases there, with fan pages designed to create rich, unique and personalized experiences. Facebook is rapidly becoming the must-have, go-to destination for customer engagement and relationship building.
Parature for Facebook will enable organizations to easily be where their customers are to engage in conversations ï¿½ that are going on with or without them ï¿½ and to deliver quality support directly from their company’s Facebook fan page. From the moment that Parature for Facebook is installed, organizations can monitor their Facebook wall conversations, posts and comments in real time, gaining a whole new level of customer visibility and engagement. Parature customers can enable their fans to search their knowledgebase, submit tickets and chat with customer service agents directly from Facebook using Parature Customer Service software. Parature Customer Service software for Facebook provides customer service organizations with a comprehensive, multi-channel way to be where their customers are, and meet the growing expectations of a new generation of Web-savvy, community-minded customers. This application also enables departments beyond customer support teams, from HR and recruiting to Product Management and Marketing to monitor fan pages.
Parature for Facebook key features include:
Real-time Facebook Wall Monitoring for Quick Customer Response
Via the ‘Facebook Wall Monitor’ all relevant posts and comments containing chosen keywords will be read from the wall and sent to the Parature Service Desk as a ticket, enabling service representatives to easily monitor and respond to otherwise unmanageable wall posts and comments without ever leaving their Parature software.
Knowledgebase Search Right from Facebook The ‘Find an Answer’ feature enables customers visiting a fan page to enter a search term and receive the relevant answer directly from the vendor’s knowledgebase without ever leaving Facebook. Additionally, the customer can use the ‘Ask a Question’ feature for resolution if their question wasn’t answered via the aforementioned method.
Live Chat Direct from a Fan Page
A customer visiting a fan page can ‘Chat with an Agent’ to discuss a service problem, issue, or to ask a question directly from Facebook. The representative will respond to the Facebook user via Parature Chatï¿½.
Sharing a Customer Service Experience
Using the ‘Share Your Service Experience’ feature, a customer who uses the support functionality within Facebook can share their service experience and ticket with their friends. They can also post the result of the interaction to an organization’s wall to share answers and solutions.
General availability for the Parature for Facebook application will be later this quarter.
“Parature is extremely excited to announce this Parature for Facebook application,” stated Parature CEO, Tim Davenport. “Social media is here and it’s here to stay, so it’s very important that businesses be wherever their customers are to take part and engage in conversations that will happen with or without participation from them. As Facebook quickly becomes the go-to destination for customer engagement and relationship building, Parature is proud to be the first and only customer service and support software provider to enable multi-channel service within this social medium. Parature is committed to the success of its customers and dedicated to delivering innovative technology to further enhance the multi-channel service and support experience at an affordable price.”
“We are excited about Parature’s social media strategy and the Parature for Facebook application,” said Jay Topper, senior vice president of customer success at Rosetta Stone. “We pride ourselves on our customers’ success and providing a superior customer experience. We want our customers to come to Rosetta Stone at any time, from anywhere, in any language, and in any manner that suits their style. Parature for Facebook is another strategic channel to help us accomplish this goal.”
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. Parature Customer Serviceï¿½ software integrates a customer portal, rich knowledgebase, ticketing, and a host of other modules in one dynamic, tightly unified system that allows organizations to effectively manage all of their support needs. Parature software increases efficiency across entire organizations, improving processes among customer support, operations, development and sales.
Every Spring Parature hosts an annual forum for some of the most innovative discussions about customer service issues in the industry. ParaFestï¿½ has become a popular, “sold-out” event for Parature customers from every corner of the world and every industry to come together to share ideas and learn how to further strengthen their Parature investment. Parature executives, along with customer service and product experts on the front lines, international authorities and authors share insights and trends, and discuss best practices and emerging issues. For more information, visit www.parafest.com and follow @Parature or #parafest on Twitter.
Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support over 30 million end users worldwide. Parature empowers customer service organizations to monitor, manage, resolve and respond to a high volume of service issues across multiple communication channels, including the growing number of service-related conversations that are happening every day within social media channels. With more than a decade of experience, Parature delivers support and social media engagement and management solutions to mid-size and enterprise organizations across a wide variety of industries. Parature is among Inc. Magazine’s Top 100 Fastest Growing Private Software Companies and is the recipient of numerous product, technology, and leadership awards. Parature is used by some of the world’s most innovative organizations, federal agencies and companies, including Rosetta Stone, Cox Communications, SuccessFactors and Threadless. Parature is headquartered in Herndon, Virginia. For more information, visit www.parature.com , follow @parature on Twitter, or like us on Facebook at facebook.com/parature.