Parature Feedback™

Turn Satisfied Customers into Loyal Customers

Parature Feedback™ provides a fully integrated means for you to easily and efficiently obtain valuable customer feedback from multiple support channels.

A consistent process for obtaining ongoing customer feedback about the service and support you provide is essential to a solid support strategy. Especially in this era of popular social media channels, customers hold tremendous power to share their negative experiences online, potentially harming your reputation and revenue.

Being proactive with a sound, continuous feedback process that keeps you tuned to the voice of your customer is one of the best ways to protect your good name.

The power of real-time feedback

Obtaining feedback at the moment support is received – upon ticket close or at the end of a chat session, for instance – captures the most relevant and valuable information specific to each support incident. You get immediate visibility into customer satisfaction with each transaction, enabling you to respond in real time to improve satisfaction on the spot.

Greater insight into overall customer satisfaction

With Parature Feedback, customer service teams can view individual feedback history across incidents for one-on-one relationship management, or view aggregated feedback results. In either case, you're able to more promptly deal with and resolve issues.

For instance, at-risk customers need targeted relationship management. Parature Feedback provides the ability to see and reference a customer's previous feedback while active in tickets or chats so your support representatives have visibility into prior issues.

In addition, obtaining feedback within knowledgebase articles or surveys provides even more visibility into customer and account satisfaction through every channel.

Define the process for maximum flexibility

With Parature Feedback, you determine both the presentation and manner of feedback collection for each channel independently. For instance, customize your questionnaires to your precise needs. Create up to five questions, include or exclude a comments field, choose from ratings or yes/no question types, even select from several predefined graphics.

If you choose, you can also require feedback upon every ticket close. A special "anti-nag" feature limits feedback requests to every n^th number of questions. And it's easy to deactivate or reactivate questions as your needs change.