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White Papers

Parature Provides Valuable Insight into Customer Service and Support Best Practices

Parature's best practices white papers are written by respected customer service and support industry experts to provide you with valuable insight into best practices, the latest trends, and the benefits of multi-channel service technologies.
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  • Organizing Your Business to Deliver Effective Social Media Engagement
    To create the level of collective responsibility and commitment needed to become a true social enterprise, corporations need cross-company collaboration, with the entire business invested in prioritizing social engagement initiatives.  Social media affects every aspect of the business, and as such, requires buy-in and effort from every department and individual who will ever interact with or impact a customer.

    Discovery why ownership is the wrong construct for the social enterprise, and why cross-departmental collaboration is the only model that can enable social media best practices across business units.
  • Five Trends in Social Media for Response Management and Customer Engagement
    To differentiate your business, organizations must be where their customers are. Where they are, increasingly, is in the cloud. But to harness the potential that social engagement offers, service, marketing, and social media teams must collaborate.  Discover the top 5 trends for response and engagement in the world of social media.
  • Social Media and Service - The Next Frontier for Gaming Companies
    Customer service plays a crucial role in affecting how gaming companies can positively navigate the dynamic channels of social media to build their followings and provide new monetization opportunities. Here are five prescriptive steps for gaming companies that want to harness the power of social media, build close customer relationships and reduce the costs associated with traditional service and support operations.
  • Customer Service in a Challenging Economy
    Today’s customers want an experience that engages them and gives them a reason to remain connected to you. Their mindset is one that is fickle, demanding, vocal and not very loyal. You must differentiate your organization with customer service by providing memorable experiences that will separate you from your competition and improve your customer loyalty. Read this white paper to discover Customer Service Expert, Lisa Ford’s strategies for improving the customer experience.
  • Lessons in Loyalty: How Southwest Airlines Does It - An Insider's Point of View
    Southwest Airlines recognized long ago that they were in the Customer service industry, they just happened to fly airplanes. Subsequently, they built and maintain one of the most faithful Customer bases in existence today. Read this white paper to discover the principles and practices that, when implemented correctly, will boost the level of Customer loyalty in your organization, ultimately positioning your company as a leader in your industry and giving you a tremendous competitive advantage.
  • Five Big Mistakes Customer Service Teams Make - And How to Avoid Them
    Your customers have never been more important than they are today; happy customers are loyal customers and customer retention is the key to any organization’s success. Customers expect and demand a positive customer experience and organizations that provide it are creating a powerful differentiator between themselves and their competition. Read this white paper to discover: The 5 big mistakes customer service teams make; surefire ways to avoid these mistakes; lessons from organizations that adhere to best practices in service delivery to provide a superior experience each and every time they interact with their customers.
  • 2010 Technical Support Salary Survey
    All indications are that the customer experience has never been more important than it is in today's service environment and the ASP Salary Survey supports this notion. Despite the national unemployment rate hovering around 10%, this year's survey shows that support jobs haven't experienced the same casualties that have occurred in other people-intensive occupations; overall the support industry remained relatively stable and might be labeled an 'almost' recession-proof industry.
  • Multi-Channel Service: Enhancing the Customer Experience
    Enhancing the customer experience has never been more important than it is in today’s economic environment. Customer satisfaction and retention are critical to any organization’s success and initiating a customer-centric culture and focus on the customer experience is essential to that end. This white paper explores the importance of providing customers with choices for their preferred method of support. Multi-channel service options, such as self-service via knowledgebases and downloads, live chat sessions, mobile applications, social networks, and easy issue escalation paths via the Web to improve the customer experience and increase customer satisfaction.
  • The Cult of the Customer
    The customer experience has never been more important than it is in today’s service environment. Customer service is driven by the customer experience and the people inside a company provide that experience – whatever employees experience on the ‘inside’ is similar to what customers will experience ‘on the outside.’ This white paper explores concepts, lessons and strategies that will show you how to build a customer service culture that will make your customers and employees ‘amazing.’
  • How to Tell Anyone Anything: Coaching Your Service Team to Success
    Those who manage people know that it is often challenging to provide ‘constructive criticism’ or feedback without causing their employees to become defensive. All too often human nature and an instinctive need to defend ourselves takes over, resulting in resentment or resistance to suggestions for change. This white paper explores a fresh new approach to coaching service professionals. An approach based on recent developments in the psychology of how we communicate with each other focusing on strength-based coaching versus deficit-based coaching.
  • 2009 Service & Support Metrics Survey
    This annual survey, conducted by SupportIndustry.com and sponsored by Parature, is designed to explore the state of enterprise service and support - technology adoption rates and deployment plans, financial challenges, workforce issues, performance metrics and other industry trends. Respondents were comprised of a cross-section of executives - senior-level managers responsible for a range of enterprise help desks and customer-facing service desks and contact centers, representing the spectrum of vertical sectors. Of these executives, 45% manage customer-facing support operations, 16% oversee internal help-desk functions, and 39% manage both.
  • What to Say to a Porcupine: Strategies for Dealing with Difficult Customers
    As a customer service and support professional, it is imperative that in today's challenging service environment you learn how to deal with difficult customers to deliver on your goal of making them happy and increasing retention. Explore some of the latest techniques in communications skills and behavioral psychology to break down the mechanics of difficult customer transactions, learning the skills that will help both you and your customers feel at ease in any situation.
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