What to do when your customers don’t trust customer support

Customer Service Experience 4 Comments

Young gaming customers are a special group, and their customer support needs are in a class by themselves.

Perhaps few understand this better than Steve Wilson, Customer Service Manager at Cartoon Network’s MMOG – FusionFall, whose customers are primarily boys age 8-13.

To determine what kind of customer support would best serve this audience, Steve’s team turned to focus groups. (To get the most participation, the focus group asked a lot of questions about the game itself, then Steve’s group ‘snuck in’ some questions about their support needs.) Not surprisingly, the findings showed that traditional support vehicles – phone, knowledgebase – didn’t work for this group. Instead, they discovered several recurrent themes. Read more »

SitScape Partnership

What's happening at Parature No Comments

We understand the importance of being able to have a dashboard view of all your Parature reports in one place. So, we’ve teamed up with another Vienna, VA-based company – Sitscape – to deliver a new dashboard experience for all Parature Service Desk Users. With SitScape, you can create personalized dashboards of your Parature system in just minutes.

In your SitScape dashboard, you can assemble Parature reports, tickets, chat, rich media apps like Parature Video, track knowledgebase content and include document views as well. You can even track Parature’s Facebook page from the dashboard. Read more »

How Social Media is Transforming Customer Service and the Customer Experience

Customer Service Experience, Webinars 5 Comments
Watch the recorded version here

Watch the recorded version here

With the downturn in the economy, should companies be spending on Customer Service? Unequivocally, yes. It’s the number one initiative that directly affects a company’s most valuable asset: customers.

What should companies invest in? Customer Service Social Media – It reduces operational costs and improves first call resolution, customer loyalty as well as provides a host of other benefits to marketing, sales, product development, and other critical departments. Companies that want to transform their relationships with customers need to move Social Media to the top of their priority list. It should be the number one customer service initiative in 2009. Read more »

Unveiling the Parature Training Center!

What's happening at Parature 1 Comment
Parature Training Center

Parature Training Center

Parature is happy to announce the launch of the Parature Training Center! Located directly on the Support Center to serve as a unified location for all of your self-service training needs; you will find documents, worksheets and videos to help you become an expert on all Parature modules and features!

Check out the Training Center today!

We value your opinions, so please tell us what do you like or dislike about the Training Center? Suggestions for improvement? Let’s hear it!

How do you deliver world-class service when your support traffic doubles but your staffing doesn’t?

Customer Service Experience 1 Comment
Heavy support traffic

Heavy support traffic

Support traffic can spike for any number of reasons: a less-than-perfect launch or an unexpected bug in a product is discovered, a new ad campaign takes off, or maybe a hot new product is released.

That’s what Chris Henderson, Senior Manager – Customer Service for IGN Network faced. IGN is an online entertainment community of Web sites all centered around the busy world of video games. And in Chris’ case, last September three of IGN’s most popular games all went live in the same month. Her challenge — how to help all these customers at once, without driving up wait times. Read more »

It’s not rocket science

Leadership 3 Comments
Leadership

Leadership

Support organizations that deliver exceptional customer service and business value have, at their core, something in common: Leadership.

But what does leadership look like? It’s business-focused people who approach their responsibilities with energy, passion, and intelligence. They never forget where they came from and what it took for them to get to where they are. They take with them the lessons they learned and the people that influenced them along the way. They are resourceful and thoughtful. They are unafraid to seek advice, direction, and support.

Most importantly, they share the most important characteristic of all – they are servant leaders. They never let their egos convince them that they are the smartest people in the room. And they never let arrogance stand in the way of being a good listener and a continuous learner. Read more »

The Iron Chef Challenge!!

What's happening at Parature 1 Comment
Parature Iron Chef

Ice Cream for Breakfast - An over easy “egg” made of French custard ice cream whites and lemon curd yolks. Cocoa meringue “bacon” and strawberry coulis “ketchup”.

We’ve all done it while cooking… reaching into the cabinet with fingers crossed and an eye closed – to randomly add spices to a meal. And just like in the cartoons, more times than not, it results in a big puff of black smoke. In defeat, you resign yourself to searching the freezer for a microwave dinner. In that same tread of courage, creativity and inspired by the popular food show, Parature’s own Professional Services and Product Management team hosted the “The Iron Chef Challenge!!”

Armed with the task of creating meals with the elusive and ultra-rare ingredient of eggs, each team member sought the crown of Parature’s Iron Chef. The conference room table was filled with secret recipes passed down from generation to generation and from far distant lands. I personally brought a dish from the foreign land known to some as “Whole Foods”. The aroma of quiches, cookies, pies, cookies, cakes, cookies, deviled eggs, and COOKIES permeated throughout the office, interrupting both client support issue resolution and foosball matches alike. The unanimous winner was Scott Atkinson’s visual food-play “Ice Cream for Breakfast” dessert that resembled a hearty Sunday breakfast of eggs and bacon.

What lies in store for our next “Iron Chef Challenge?” What will be the next special ingredient? Cow tongue? Ketchup? Water?? Who knows? But what is certain is that we look forward to the creative creations of Parature’s team members and the defense of Scott’s crown as Iron Chef for it will be a sight to see and, more importantly, eat! “Allez! Cuisine!”

Increased Efficiency, Profitability and Customer Loyalty Top List as Motivators for Moving to a SaaS Model

Customer Service Experience, Webinars 5 Comments
Watch recorded version here

Watch recorded version here

SupportIndustry.com’s 2009 Service and Support Metrics Survey Results: A Look Behind the Scenes in Today’s Support Organization, which was sponsored by Parature Inc. and surveyed senior-level service and support professionals, revealed the top motivators for moving to a Software-as-a-Service (SaaS) model. These motivators include eliminating the need for staff to maintain in-house systems (27%), increased efficiency (25%), increased profitability (16%) and greater customer satisfaction and loyalty (14%).

It is benefits such as these that have CRM and support departments turning to on-demand models to benefit the enterprise. According to the survey, 43% of respondents have leveraged SaaS-based models for at least some of their service-related technology deployments, while 32% say they plan some kind of SaaS-based deployment in the coming year. Read more »

Parature Soccer Club

What's happening at Parature 2 Comments
Parature Soccer Team

Parature Soccer Team

As the grass grows and the temperatures soar, it can only mean one thing: the Parature Soccer Club is back on the field. This past week, several Parature employees dusted off their cleats and had a great time running around on the pitch.

Those who passed by the elementary school ball field that day may have thought that they were watching Manchester United, Real Madrid or AC Milan. The passing was crisp, the chatter was lively and the scoring was plentiful. The lads looked in mid-season form as they ran up and down the field, coordinating their attack and then dropping back in unison to defend. Read more »

Spring ‘09 Webinars

Customer Webinars No Comments

Parature Product Management delivered a live Spring ’09 webinar today, providing details of this product release.

Share your thoughts on Parature Spring ’09? Are you excited about Parature Chat? What do you think about feedback? What are you looking forward to?

Continue the webinar discussion here.

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