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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 »

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

The webinar “How 2 Give GR8 #CustomerService & Have Your Followers ‘Like’ You in All Social Channels” was attended by hundreds of customer service and support professionals who submitted numerous questions during the webinar. Due to the time constraints of the event, Rich was unable to answer all of the great questions submitted; however he has been gracious enough with his time to answer each one within our blog.

Whether you attended the webinar or not, you may find that the answers to these questions may also help you understand how to leverage social media for better service.

If you did not attend the webinar, we invite you to watch it now. Share your thoughts and continue the discussion here.

Sure, silence CAN imply that we’re “not clued in” and “not connected”….but what about when the mention is a rant? Or has definite potential to negatively spiral out of control?  How do we determine what’s safe and what’s too risky to respond 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 »

John Moore - HP using social support communities to co-create value

John Moore spends a lot of time studying how companies implement ’social CRM’. Currently CTO of consulting firm Swimfish, and an avid blogger (johnfmoore.wordpress.com), John has spent a lot of years as a senior engineer for SaaS apps. Last week John spoke at ParaFest and shared some of his observations about how some ‘name brand’ companies are approaching social support communities.  Take HP. With 2.5 million customers visiting the site every month and 150,000 registered users in the community, John says Hewlett Packard realized early on they needed to treat social support communities in a truly strategic fashion.  They made a solid business case as to how the community would work, the ROI expected, and got very detailed with their plan to bring people into the community. They defined internal experts and trained them on how to interact within the community, even bringing in Microsoft experts as well. Essentially, they use the community to “co-create value”, encouraging a steady stream of feedback from customers – feature requests, bugs noted, you name it.  The head of the support community reviews feature requests weekly, feeding them directly into the product development pipeline.  Read more »

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 »