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Parature and ThePort™ Network Announce Strategic Partnership

Parature announced today a referral partnership agreement with ThePort™ Network, social media solutions provider for associations and nonprofit organizations. Parature and ThePort Network, both software-as-a-service (SaaS) providers, have a significant focus on the association and nonprofit markets.

“As a leader in on-demand customer service software, we are delighted to enter into a partnership with a proven social media solutions provider,” said Parature Founder and Chief Strategy Officer, Duke Chung. “Parature is one of the fastest growing customer service and support software companies in the United States and this partnership is a logical next step to expand our footprint in the association and nonprofit communities.” Read more »

How to Tell Anyone Anything - The Power of Acknowledgement

When you coach someone, you are probably hoping it will go something like this: first, you ask someone to change something. Then the other person politely nods their head and says that forthwith they will start logging their cases better, being nicer to customers, coming in on time, showering more often, or whatever.

But it doesn’t ever seem to work that way, does it? Instead, you often hear excuses, defenses, and their side of the story. And I am here to tell you that these things are all *wonderful* to hear. Why? Because they give you the chance to use the most powerful coaching tool of all: acknowledgement.

You see, the only reason that people ever argue with you, push back against you, or “yes” you without buying in is that they feel you don’t see their view of the world. Think carefully about the last time your boss called you out about something – how did you feel inside? Ring-a-ding-ding. We all contain an almost magical ability to justify and defend ourselves, no matter how “right” the other person is. Which means that our usual approach of showing people how wrong they are is generally doomed to failure. Read more »

Rosetta Stone Focuses on Customer Success with Parature Customer Service™ Software

Parature announced today that Rosetta Stone Inc. (NYSE) , a leading provider of technology-based language learning solutions, selected Parature Customer Service™ software to efficiently manage their customer service and strategically support their customer-centric focus.

“Rosetta Stone is committed to changing the way the world learns languages. With the introduction of our innovative, online language-learning solution, Rosetta Stone® TOTALe™, we are completely focused on our customers’ success and making the learning experience truly enjoyable,” said Jay Topper, vice president of customer success, Rosetta Stone.

Rosetta Stone TOTALe builds on and enhances the effectiveness of the award-winning Rosetta Course™ by seamlessly integrating it with coach-led practice sessions, fun and engaging language games, access to native speakers and encouragement from customer success agents – all live and online. Rosetta Stone TOTALe learners will have their own Customer Success Team providing live guidance and encouragement every step of the way. Read more »

Parature Ranked Number 235 Fastest Growing Company in North America on Deloitte’s 2009 Technology Fast 500

Parature announced today that it ranked number 235 on Technology Fast 500™, Deloitte LLP’s ranking of 500 of the fastest growing technology, media, telecommunications, life sciences and clean technology companies in North America. Rankings are based on percentage of fiscal year revenue growth during the five year period from 2004-2008. Parature grew 565 percent during this period.

Parature Founder, Duke Chung credits the vast market Parature serves, the advanced technology it delivers and their visionary customers with the company’s 565 percent revenue growth over the past five years. “Parature is honored to be included in the Deloitte Technology Fast 500™ for North America,” stated Chung. “To be ranked 235 out of 500 fast growth companies in the country is an outstanding accomplishment. Parature will continue to set the standard for support teams worldwide by providing the smartest, most efficient way for organizations to serve their customers.” Read more »

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In this recession-driven environment, companies are clamoring to increase revenue and save costs; customer retention has never been more important.  Oddly enough, most organizations spend more on marketing to gain customers rather than to retain them.  A published study by the American Society of Quality Control asked the question “Why do customers leave companies?”  Sixty-eight percent of the respondents answered the question with the following “because of the company’s indifferent attitude to the customer.”  So how can organizations change this apathetic attitude and improve customer retention? The white paper “How to Improve Customer Retention by Building Emotionally Engaging Customer Experiences“explores building an emotional connection with your customers to not only retain them, but have them become customer advocates, recommending and staying loyal to the organization. Read more »