Parature Chat™

Ensure Fast Initial Response for Improved Customer Satisfaction and Loyalty

With Parature Chat™, your end users engage in live question and answer sessions direct with your support representatives for improved first contact resolution. This powerful chat module is a fully integrated, support focused chat application designed to meet the needs of the newest generation of support representatives and customers. Knowledgebase integration and high volume routing of chats to the appropriate queues or representatives – based on pre-chat questions, skills, issue type or availability – empowers multitasking representatives to become more productive across multiple support channels and to offer an immediate, seamless transition from a self-service to assisted channel at critical times during the support interaction. The comprehensive rules for escalation, deflection and prioritization ensure no customer questions go unanswered, a timely response and that Service Level Agreements (SLA) are met.

Manage Feedback & Measure Customer Sentiment via a Custom Chat Experience

You can brand your chat interface to match the 'look and feel' of any of your websites, as well as create and deploy customized chat buttons and links to extend your support presence where your customers need it most. Quickly identify escalating customers by capturing and acting on customer sentiment in real-time utilizing custom chat feedback questions. Easily evaluate satisfaction and gauge your support team’s performance. Ready your support team with custom, pre-chat questionnaires to collect relevant information prior to the actual chat session, including optional age verification, to provide a more efficient and better customer experience.

Be Proactive with Chat

Parature Chat empowers your team to deliver service and support where and when your customers need it whether it be - in-game, in-application, a Web form, a shopping cart, order form, or as an escalation channel from self-service. The chat support channel also provides an opportunity to generate sales leads, increase Web sales conversion rates and increase revenue by proactively inviting prospects or customers to chat with available sales or support representatives.

Have Complete Oversight of Chat Activity with Comprehensive Reporting and Monitoring

Parature Chat provides complete oversight of channel volume for chat supervisors over all chat queues and support representatives. Robust monitoring capabilities enable you to passively monitor any representative for chat quality, initiate a whisper chat for individual support representative guidance or initiate a group chat with both the support representative and customer to provide active assistance. The extensive data that is available for reporting and analytics including abandonment rate, wait-time in queue, support representative performance metrics, and more enables you to evaluate the effectiveness of your chat channel, as well as analyze chat activity across your entire organisation.