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 »

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 jumping for joy!

As others tighten belts, they’ve turned to Parature’s SaaS customer service software to help retain customers. That’s led to a 40% year-over-year revenue growth for the Vienna-based company and some recent milestones: 3K support portals worldwide, 16 million people using its product, and a 90% customer renewal rate. Pictured in various stages of flight: VPs Paul Ironside, Elaine Harvey, Gary McNeil, Karolyn Dector, Ben Martin, CEO Duke Chung, and VP Calvin Lam.

Originally posted by Tech Bisnow

Parature has created a mobile ticket system that empowers customers to be proactive and engaged in their campuses, communities and organizations by providing access to Parature Portal™ functionality from their iPhone and iTouch mobile devices. This mobile application provides customers – whether they are students, citizens or consumers – with an easy-to-use, efficient mechanism to conveniently report incidents when and where they see them. The application can be leveraged by colleges and universities to encourage students, faculty and staff to be engaged in the welfare of their campus by reporting incidents and maintenance issues such as broken lights and vending machines. Government agencies, facilities management or any organization that wants to leverage mobile technology can benefit from this application as well. Tailored to take advantage of the iPhone’s capabilities, the application is touch friendly with graphically rich features capable of displaying images like maps or rich text content such as relevant articles easily retrieved through a knowledgebase search. The location capture feature can help facilitate quick fixes to open incidents by automatically capturing the location of the customer at the time the incident is reported, and the ability to attach a photo of the problem or issue to the incident report can further expedite response times. Additionally, Parature customers can brand the mobile application to have the same look and feel as their support portal to become a recognizable extension of their existing customer support site.

Customers interested in learning more about this application, please contact your Parature Account Manager.

Parature Twitter Integration

Parature’s social media integration with Twitter empowers organizations to efficiently monitor tweets for proactive response and an improved customer experience.  Social channels such as Twitter provide an open forum for customers to air their grievances, give praise or simply inquire about an organization’s products, services or support.  These customer sentiments and inquiries are valuable sources of information that can be collected, measured and acted upon.   Read more »