On-Demand Customer Service, Customer Support & Help Desk Software
Customers
Parature Customer Service™ Software: A Smarter, More Efficient Way to Service Your Customers
Parature Customer Service™ software provides first class service and support - delivered via the Internet - that gives organisations an outstanding consistent support presence putting them in a whole different league from their competitors.
Parature is at work helping diverse organisations the world over support more than 16 million end users every day. Here's what our customers have to say about how Parature Customer Service software has enabled them to better and more efficiently serve, support, engage with and retain their customers in today's Web world.
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Case Study
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Angel Learning
"Parature is light years ahead of other service software in terms of ease of use and offering a complete solution. We like its flexibility in workflows, routing and alerts. Unlike other software solutions the real power behind Parature is that we can fit it around our people and processes rather than the other way around. Parature represents a new way of thinking about customer support, where proactive support and self-service are made simple."
- Support Center Team Lead
Press Release
- Case Study
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Brenau University
"Parature has allowed us to adapt a customer focus that we've never had before. It lets our students, faculty, staff, and most importantly, our alums use our knowledgebase to gain information they need to be successful. Thus, we build relationships that we know will continue forever."
- Director of Web Strategy, Solution & Support
- Press Release
Case Study
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BuilderMT
"Parature has completely revolutionized the way we do business. It's enabled us to streamline our internal customer support operations, which has freed up time to focus our entire efforts on providing top notch software to our home builders."
- Chief Technology Officer
- Press Release
- Case Study
- Video Clip
Caselle
“The reports are fabulous. It’s great having both high level and detailed views into all of our support activities, with the ability to track results and improvements over time.”
- Senior Vice President of Support
- Press Release
- Case Study
- Video Clip
Colorado CustomWare
"As a growing enterprise, we needed a consistent and cost-effective way to support our customers. Parature provides the best value for the money when setting up online support operations. Our customers like our new support site, our staff is comfortable using the software, and our response times and quality of responses to customer inquiries have improved. If we had to do it all over again, we would still select Parature in a heartbeat."
- Chief Operating Officer
Coremetrics
"Parature Customer Service™ software has quickly enabled Coremetrics to increase client satisfaction levels by providing clients a self-service portal with 24/7 access to information and ticket history. Coremetrics has also been able to service twice the number of clients without increasing the size of our service levels. Additionally, Parature Customer Service software has increased the efficiency at which our teams work within Coremetrics by allowing us to have improved processes among customer support, operations, development, and sales."
- Director of Global Accounts
- Press Release
- Case Study
- Video Clip
DBM
"We’ve leveraged Parature's Web self-service features to empower our customers to get support when, where, and how they want it. This has led to a 36% decrease in tickets submitted and improved customer satisfaction, ultimately adding value to our online presence."
- Global Support Manager
e-MDs
“Parature has been a great fit for us, particularly due to its customization to fit our needs, the high level of functionality, ease of use, and the very affordable pricing.”
- Executive Vice President, Practice Management
- Press Release
- Case Study
- Video Clip
ExtendMedia
"ExtendMedia has been using Parature Customer Service™ software with excellent results. We've minimized our inbound calls from approximately 100 per month to 20 or less. We've reduced our wait times by up to 80%. We’ve maximized our knowledge growth through the knowledgebase system in terms of transforming tickets into knowledgebase articles, which allows users to manage and access data, and find their own solutions to known issues."
- Support Manager
- Press Release
- Case Study
- Video Clip
Florida State University
"When Parature assured us they could deploy their software in a matter of weeks, we assumed they were providing us with a marketing pitch to gain our business; however, Parature delivered on their promise, and had us up and running in three weeks."
- Director of User Services
- Press Release
- Case Study
- Video Clip
Havok
"Before Havok began using Parature, we supported our customers and deployed our products through many different systems including ftp sites, a custom ticketing system and custom FAQ Web pages. Combining the use and maintenance of these disparate systems in a single interface, by way of Parature, has been a real boon for Havok. It has allowed us to grow our support system, while increasing our efficiency and decreasing turnaround times for our customers."
- Support Lead
IGN Entertainment
Parature is everything to our department, it makes us shine and stand out to our customers. They find our support easy to use and it provides a very pleasant experience.
Senior Manager, Customer Service
- Press Release
- Case Study
- Video Clip
Indiana State University
“Parature’s hosted model enabled us to focus primarily on supporting our community of users without having to maintain any hardware or software, and was able to provide the customization we needed at a competitive price."
- Office of Information Technology Help Desk Manager
- Press Release
- Case Study
- Video Clip
iWin.com
We want support to be as prompt as possible. If subscribers have a good experience, then they’ll continue playing with us. Out of more than five million subscribers, the number contacting support is well under one percent.
Director of Customer Care
- Press Release
- Case Study
- Video Clip
Minerva Networks
“Parature has enabled us to not only implement better processes and organization, but to also begin offering clients innovative and time-saving customer support tools. This combination of an upgraded infrastructure and client-facing enhancements has taken our support to the next level, and ensures we are meeting, if not exceeding, customer expectations.”
- Director, Technical Support
- Press Release
- Case Study
- Video Clip
Passport Health Communications, Inc.
"With our previous solution we had to continuously update well over 120 pages worth of support information. With Parature, we can match the look and feel of our support portal to that of our website, and effectively communicate changes to our products through their robust knowledgebase."
- Vice President of Customer and Technical Support
- Press Release
- Case Study
- Video Clip
Rosetta Stone
We selected Parature because they deliver on the promise of multi-channel customer service and they understand our strategy and the importance of our customers’ success.
Vice President of Customer Success
- Press Release
- Case Study
- Video Clip
Seven
“In deciding to use Parature we have given our customers a leap forward in their problem management. We went from simple ticket listings to offering our customers a knowledgebase, glossary, troubleshooter, discussion boards and sophisticated ways to search their tickets. Prior to Parature we were getting requests to improve the support features and access. We now receive praise from our largest of customers."
- Director, Customer Care and Training
- Press Release
- Case Study
- Video Clip
The Weather Channel
“Parature has become a trusted partner, and has consistently delivered on their pledge to help us meet our customer support goals by providing dedicated staff and excellent technology. The comprehensive, integrated nature of Parature’s software enables us to provide a very positive support experience and meet customer needs quickly.”
- Manager, Customer Data and Systems
TMA Resources
"Within the first year of using Parature, in just customer service alone, we saw a 25% increase in productivity, mostly in reduction of administrative overhead. Being able to roll this out across our organization with transparency among departments and to see what is going on with individual issues has been key for us as an organization to improve our processes and customer service satisfaction."
- Director, Customer Service
Water Environment Federation
"Parature has allowed us to better service our customers through the tracking and accountability features for email to ticket conversion and submission of questions. It has also allowed us to involve our entire staff in the service of our customers. We were able to create an online knowledgebase for our staff that includes the procedures manual and frequently-asked questions from our members. This has lifted a huge weight off the shoulders of our support center."
- Director, Association Services
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