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

Keynoter Doug Lipp at ParaFest Says Customer Service is no Magic Act

Doug Lipp, author and internationally-acclaimed expert  on leadership, customer service and change management, just completed his keynote at ParaFest ’10 this evening.

Formerly the Head of Training at Disney’s Corporate Headquarters, Doug provided the famous Disney University “Traditions” program and developed leadership courses for Disney executives. Read more »

Parature CEO Opens ParaFest '10 with General Session Welcome Address

Parature CEO, Tim Davenport delivered the conference welcome address during general session of ParaFest ‘10, the company’s sixth and largest annual users’ conference. ParaFest ‘10 began Tuesday, May 4 and will continue through Thursday, May 6, 2010 at the Hard Rock Hotel & Casino Las Vegas. This customer focused conference is enabling Parature users from around the world to gain invaluable knowledge from industry experts and thought leaders, while networking with colleagues and peers.

Mr. Davenport’s dynamic and compelling welcome address began with highlights of Parature success in 2009, then continued to set the stage for 2010 and what to expect from this year’s conference. Specifically, he spoke to the value of social media channels as they relate to the customer experience and with it, the unveiling of Parature for Facebook™. Read more »

Parature for Facebook

The 6^th Annual ParaFest kicked off at the Hard Rock Hotel and Casino in Las Vegas this afternoon with a record-setting 170-plus in attendance. CEO Tim Davenport set the stage for the event and a big announcement, describing Parature’s commitment to “extending the customer support perimeter” in this era of social media.  It came through loud and clear.  The new mantra for Parature is “be where your customers are.” And clearly social media is redefining where our customers are.

Founder and Chief Strategy Officer Duke Chung then introduced the new offering that “will revolutionize the way you’ll provide support in Facebook.”  Parature for Facebook enables customers to be where their customers are (400 million of them), engage in conversation and deliver quality support right from your company’s Facebook fan page. Parature is first in the industry to bring this functionality to the market. Watch video of the announcement.

Parature customers can monitor Facebook wall conversations, posts and comments in real time and create a new ticket for any post in just one click. Read more »

Webinar - In the Customers' Shoes: How Coffee Republic Built its Brand through Great Customer Experiences

An outstanding customer experience is the key to building and maintaining a successful brand and is a competitive differentiator that facilitates customer loyalty. A great motto and one endorsed by Coffee Republic; a company that transformed a nation of tea drinkers into one obsessed with ‘triple decaf half-caf lattes’ by focusing solely on the customer experience.

This insightful webinar provides you with a real-life entrepreneurial story of customer success. Hear Sahar Hashemi, Co-founder - Coffee Republic, present ‘In the Customers’ Shoes: How Coffee Republic Built its Brand through Great Customer Experiences’; she will discuss her customer experience philosophy and how it influences building and maintaining a successful brand.  Read more »

Webinar: Why the Customer Experience Matters Most - Rosetta Stone's Customer Success Strategy

Customers have never been more important than they are today, and the most successful organizations have realized the power of the customer experience and the need to create a customer-centric culture. One such successful organization is Rosetta Stone. They have not only implemented a complete customer-centric culture, but have fully embraced it; focusing on their customers’ success. In fact, their customer support is called ‘customer success’ and their support agents are ’success agents.’ This customer-focused environment, including multi-channel customer service, enables them to further promote their philosophy of listening to their customers and becoming better.

In this webinar, join Senior Vice President, Customer Success at Rosetta Stone, Jay Topper and featured guest, customer service and customer experience expert, William Band of Forrester Research to discover how a better customer experience can improve customer loyalty and your bottom line. Read more »

Parature European Users' Group - February 16-17, 2010

Parature traveled to London to host two events this week; a prospect event, Parature Customer Experience Seminar, on Wednesday, February 17th, and a customer event, Parature European Users’ Group, February 16th – 17th.

We will be hosting a Welcome Reception & Dinner on Tuesday night for prospects, customers, and partners. Check out the agendas by clicking on the event links.

The Parature Customer Experience Seminar will entail a keynote by Sahar Hashemi, Co-founder of Coffee Republic, a demonstration of Parature Customer Service^TM software, a presentation from one of our new partners, Get Satisfaction, and will be emceed by Parature Account Executive, Rick Niles. Read more »

Sahar Hashemi, Co-Founder of Coffee Republic - Keynote Speaker for European Users' Group

Sahar Hashemi, co-founder of Coffee Republic, founder of Skinny Candy and lecturer on innovation & entrepreneurship will be the keynote speaker at Parature’s European Users’ Group to be held February 16 - 17, 2010 at The Cumberland in London. This customer centric event will allow Parature users in Europe to gain invaluable knowledge from industry experts and thought leaders, while networking with colleagues and peers.

Sahar Hashemi, together with her brother Bobby, founded Coffee Republic and built it into one of the United Kingdom’s most recognized high street brands. Giving up her professional job as a lawyer in London, she and her brother staked everything on a dream and made Coffee Republic one of the main players in the ‘coffee revolution’ that transformed a nation of tea drinkers into one obsessed with ‘triple decaf half-caf lattes’ by focusing solely on the customer experience. Sahar left the day-to-day management of Coffee Republic in 2001 to write ‘Anyone Can Do It – Building Coffee Republic from our Kitchen Table,’ which reached number one on the Amazon business chart. Sahar has received numerous recognitions including, 100 Most Influential Women in Britain by the Daily Mail and is a frequent keynote speaker at various high profile events. Read more »

Parature Receives 2009 Product of the Year Award Presented by Customer Interaction Solutions® Magazine

Parature Customer Service software received a 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

“Parature is honored to be a recipient of this prestigious Product of the Year Award, stated Parature CEO, Tim Davenport. “Parature is committed to setting the standard for support teams worldwide by continuing to bring innovative products to market and by providing the smartest, most efficient way for organizations to support their customers.”

“I am pleased to honor Parature for its hard work and success. Parature has demonstrated excellence in contact center technologies as well as providing ROI for the companies that use them,” said Rich Tehrani, CEO, TMC. “For 12 years, Customer Interaction Solutions magazine has been honoring innovative companies for their contributions in advancing technologies and application refinements,” he added. Read more »

"Best Practices in Customer Service" Webinar Series

Delivered by the industry’s leading minds, this thought leadership series is designed to serve as a valuable resource to provide insight into customer service best practices and industry trends. The webinars in this series are ‘must attend’ events for any organization committed to improving the customer experience. We invite you to register for one or register for all depending on the topics that interest you.

Customer service industry experts, Robert Spector – bestselling author, Rich Gallagher of Point of Contact Group, Paige Newcombe of Coremetrics, John Ragsdale of Technology Services Industry Association (TSIA), Dr. Natalie Petouhoff of Forrester Research, Jay Topper of Rosetta Stone, Sahar Hashemi of Coffee Republic, Lorraine Grubbs-West of Lessons in Loyalty and Southwest Airlines, and Lisa Ford – customer service expert will focus on current industry technologies, best practices and trends that are key for organizations to improve their support processes to improve the customer experience. Read more »

Watch the webinar "The Nordstrom Way to Customer Service Excellence"

“The Nordstrom Way to Customer Service Excellence” webinar offers organizations insight into the inner workings of the Nordstrom customer service culture.

Outstanding customer service – the key to successful organizations, a competitive differentiator and a facilitator of customer loyalty – is synonymous with one of the nation’s leading fashion specialty retailers. Nordstrom, known for providing the ultimate customer service experience, has become the national standard for customer service. How did they earn this reputation? What is their philosophy? The Nordstrom Way to Customer Service Excellence will feature Robert Spector, bestselling author of The Nordstrom Way to Customer Service Excellence. Mr. Spector will break down the elements of the Nordstrom philosophy and explain how they can be adapted for virtually every kind of organization by detailing the nine management principles that have made them the gold standard for customer service. Read more »