Parature for Technology

Give Your Newest Generation of Web-Savvy Users the Best Customer Support Experience

Today's top names in software and technology turn to Parature for top-of-the-line service and support for their customers. Parature Customer Service™ software integrates the customer portal, knowledgebase and ticketing in one dynamic, tightly unified system that manages all your support needs.

Parature's on-demand model keeps you up and running - and your users happy - no matter what. As a SaaS (software-as-a-service) provider, we deliver our product suite over the Internet using a secure, scalable application and system architecture that requires no software downloads or IT help.

There's no smarter, more efficient way to serve, support, retain, engage with and maximise the value of every customer.

Provide a Complete Self-Service Support Centre

Your portal provides a complete, 24/7 support presence to match your unique needs. From here, your users have immediate access to a robust knowledgebase where they can help themselves to troubleshooting tips, updates, best practices, the latest product documentation and all the most current information. Your users can easily submit even the most complex problems and track the step by step progress of their trouble tickets right from the Web, without ever having to contact your support people. A complete ticket history is always available for customers to store, reopen or post comments to resolved tickets.

Reduce Emails and Repetitive Questions

We'll help you centralise and manage all email communications so you can respond quickly and efficiently. And as you build your knowledgebase that lets users find answers themselves, your support team is freed up to handle more of the “one off” questions and issues that demand live assistance.

Reports Provide Visibility into Issues and Trends

With Parature, you can get both high level and detailed views into all your support activities.

Business Objects reporting offers extra tracking, analysis and reporting power to track everything from response times to staff requirements. You can also analyse important customer trends around support. For instance, get a handle on the top ten technical support issues, so you can be more proactive.

Parature lets you determine the most effective ways to strengthen and grow your retention efforts. For example, you can set up different tiers of support based on your own business rules.

Better Manage Your Support Workload

You can be smarter about how you use your internal support resources. Monitor individual customer service rep performance and productivity, keep track of peak user times and better manage the entire workload.

Easy to Use

Parature provides the only true on-demand 100% customer service software available. As a SaaS (software-as-a-service) provider, we deliver our product suite over the Internet using a secure, scalable application and system architecture that requires no software downloads or internal IT help. A world-class hosting facility enables 99.5% uptime for every Parature customer. All data is safeguarded by state-of-the-art security technology. Best of all, a Parature implementation is measured in days, not weeks or months.

Benefits

• Be more proactive and strategic about driving customer satisfaction
• Reduce issue resolution times and repetitive inquiries
• Provide one-on-one assistance with live chat
• Drive down call/email volume while improving overall level of service
• Speed the process of tracking and fixing software and other technical issues
• Raise the productivity of customer service reps and reduce agent load
• No need for additional hardware, software or IT support