Your Source for Providing a Better Customer Service and Customer Support Experience

Parature Service Desk Widgets

Service Desk Widgets allow you to have contextually relevant content from outside systems integrated into the Ticket Details page. With a widget, you can pass Ticket, Customer, or Account fields as URL parameters to the third-party system, allowing data specific to the ticket being viewed to be displayed in the customizable-size widget.

Custom Service Desk Widgets pull contextual data about your Tickets, Customers, or Accounts and insert them in a special frame in a ticket. You may only have one active widget at a time, but as many inactive widgets as you wish. Custom Service Desk Widgets currently only work with Parature Ticket. We suggest first trying out widgets on your Parature Sandbox as a best practice.

To get started on creating widgets: Read more »

Leveraging Parature Email Templates

Email Templates is one of the new features Parature introduced in the Parature ‘10 Release. Parature’s Email Templates can be used to improve readability of emails, enhance branding of email messages, and provide more control over the support experience. Check out the points below to see how you can improve the customer experience with the Email Templates feature:

Email Styling
Customize the design of the email notifications received by your customers and CSRs. These customizations can range from including a company logo or custom fonts, colors, and layouts. This feature also provides the ability to include applicable text, such as disclaimers, contact information, or department links. Read more »

Parature for Facebook

Newly Available Parature for Facebook Helps Companies Increase “Face-Time” while Keeping Support and New Customer Acquisition Costs Low

Today we announced the general availability of Parature for Facebook, the industry’s first and only customer service application that enables direct customer engagement through Facebook. The Parature for Facebook application, delivered on-demand through Parature’s software-as-a-service model, helps companies, educational institutions and government associations directly engage with their Facebook fans to resolve service issues, answer pre-sales questions and conduct one-to-one customer interactions, all within Facebook and accessible through an easily installed Support Tab on a Facebook page.

Several new and existing Parature customers have signed on as users of Parature for Facebook, but language learning software giant Rosetta Stone Inc. (NYSE: RST) made history today when it became the very first company in the world to unveil support and service through Facebook to its more than 6,000 fans. Read more »

Webinar - Facebook for Business: How to Engage and Support Your Customers Directly on Your Facebook Page

In the beginning, Facebook was viewed as a personal-focused networking tool. Now users outnumber the entire population of the United States.

Clearly, Facebook can be a powerful tool for brands, businesses, and non-profits. This webinar will help you maximize your business to get the most out of being on Facebook.

You will also learn how you can add the Parature for Facebook customer support application directly to your Facebook Page to ensure your customers’ experience is optimized.

Taking part in this webinar provides the opportunity to hear about the latest stats and changes on Facebook, as well as discover some unexpected surprises that can happen on your page when you are able to support customers directly from your Facebook Page.

This webinar is essential for anyone who wants to gain a better understanding of what Social CRM on Facebook really means and learn about the new Parature for Facebook product.

Attend this webinar to: Read more »

Webinar: How 2 Give GR8 #CustomerService & Have Your Followers 'Like' You in All Social Channels

Customers are increasingly turning to social media to air their service issues – especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual communities to brand their 21st century service identity.

This webinar will show you how to leverage social media for better service if you’re new to it, and how to sharpen your virtual service image if you’re an old pro. Topics we’ll cover include:

• Why your service is going public and going viral: a look at today’s digital consumer
• Social media service success stories: Comcast, Southwest Airlines, Zappos, and more
• Understanding virtual service channels: Read more »

Webinar: Why Customer Service is NOT Enough

Today’s customers want an experience that engages them and gives them a reason to remain connected to you. Their mindset is one that is fickle, demanding, vocal and not very loyal.

In this webinar, customer service expert, Lisa Ford outlines her strategies for improving the customer experience.

• Go beyond average service to a relationship
• Ask tough questions to examine the quality of your experience
• Learn the customer connection rules
• Focus the culture on everyday service excellence
• Create a team that is inspired to keep customers loyal

A copy of this presentation is available in our SlideShare profile.

If you missed the webinar, the recorded version is available here. Share your thoughts and continue the discussion here.

Parature Day with "I Wear Your Shirt"

This blog was originally posted by “I Wear Your Shirt” Thanks to our friends Jason and Evan! Great videos guys!

Good customer service is the best marketing you can do. Parature offers software for customer service including customer support help desk software, knowledge base, case management, and trouble ticket helpdesk software. So what does that mean?

Parature gives your company the ability to reduce the cost of supporting your customers through software and support. Their on-demand software is custom tailored to your website and your customers will never know the difference. Join companies and organizations like Citrix, Rosetta Stone, IGN.com, Colorado State and many more that use Parature’s software. Read more »

White Paper: Lessons in Loyalty: How Southwest Airlines Does It - An Insider's Point of View

Southwest Airlines recognized long ago that they were in the Customer service industry, they just happened to fly airplanes. Subsequently, they built and maintain one of the most faithful Customer bases in existence today.

Parature is pleased to offer you this free white paper entitled Lessons in Loyalty: How Southwest Airlines Does It – An Insider’s Point of View

Phenomenally successful Southwest Airlines is renowned for its stellar Customer service. Their continual dedication to achieving the highest level of Customer service led them to:

• Always capitalize the “C” in Customers to emphasize their importance
• Imbed each employee paycheck with a reminder message that their “Customers were responsible for providing this paycheck”
• Design a hiring system to attract and retain “Warrior Spirits” with innate Customer service skills
• Implement a recognition system and invite the external Customer to help recognize employees
• Utilize fun as a strategy to find the kid in everyone Read more »

How to Build a Culture of Loyalty - How Southwest Airlines Does It

Phenomenally successful Southwest Airlines is renowned for its stellar Customer service. Learn from former Southwest Executive and author of Lessons in Loyalty, Lorraine Grubbs, how Southwest built and maintains one of the most faithful Customer bases.

Southwest Airlines recognized long ago that they were in the Customer service industry, they just happened to fly airplanes. They were one of the few companies who realized the existence of dual Customers – the internal one (employees) and the external one (passengers, vendors, partners, etc). This Customer service mindset was established from the onset in the creation of their mission statement, which in two separate parts, vows to deliver care and service to both employees and Customers. Their continual dedication to achieving the highest level of Customer service led them to: Read more »

ParaFest Panel: Support as a Differentiator - Bringing Customers to the Forefront

This morning ParaFest ‘10 started off with a strong line-up of customer panelists weighing in on everything from how to best integrate Chat into your support mix to establishing a “customer happiness index.”

Panelists Tammy Woodruff (Coremetrics, and one of this year’s Legend Maker award winners), Scott Montgomery (e-MDs), Doug Young, (finalsite), Hugh Ujhazy (Hitachi Data System) and Jon Landau (Huddle.net) offered plenty of practical advice and predictions.

As far as making customer support a competitive differentiator, Doug Young probably said it best: “In our business there are lots of lower-priced options, but our support is a big selling point and justifies our price point. For us, customer support is not a cost, but a real part of the product.”

The session wrapped up with each panelist asked to give just one parting piece of advice for fellow Paraturians. Some good stuff we’ll share in a future post.