Parature Chat(TM) Revolutionizes the Online Chat Experience for Organizations Worldwide
Parature Customers Leverage Chat in Both Sales and Support Environments to Increase Customer Satisfaction and Generate Revenue
Vienna, VA (July 30, 2009) – Parature, a global leader in on-demand customer service software, announced today that Parature Chat(TM) is empowering organizations across diverse industries to proactively initiate conversations with customers and prospects to increase customer satisfaction and generate revenue. Parature Chat enables support teams to deliver service and support where and when customers need it – whether it be in-game, in-application, a Web form, a shopping cart, or as an escalation channel for self-service – as well as providing an opportunity to generate sales leads, increase Web sales conversion rates and increase revenue by proactively inviting prospects or customers to chat with available sales or support representatives.
Parature Chat is an easy-to-use next generation product and it lets end users engage in live question and answer sessions directly with support representatives for improved contact resolution or with sales reps to increase the close rates of customers. This powerful chat module is a fully integrated, sales and support focused chat application designed to meet the needs of the newest generation of customer support representatives, sales representatives and customers. Parature Chat contains the latest cutting edge technology and enables efficiencies for sales and support professionals including supervisory capabilities that allow managers to view and “whisper” tips to their teammates during chats; chat shortcuts that significantly reduce keystrokes and the time to answer for support teams; in chat dashboards that allow managers and employees to see how many chats are open, how many are waiting and the SLA for those customers. Parature Chat also includes knowledgebase integration and high volume routing of chats to the appropriate queues or representatives – based on pre-chat questions, skills, issue type or availability – empowers multitasking representatives to become more productive across multiple support channels and to offer an immediate, seamless transition from a self-service to assisted channel at critical times during the sales or support interaction.
Chat enables organizations to manage feedback and measure customer sentiment via a custom chat experience that’s branded to match the ‘look and feel’ of any website, as well as customized chat buttons and links to extend the support presence where customers need it most. Customer sentiment can be captured and acted upon in real-time by utilizing custom chat feedback questions. Parature Chat provides complete oversight of chat activity with comprehensive reporting and monitoring enabling organizations to evaluate the effectiveness of their chat channel and analyze activity across the entire organization.
“Exceptional customer service and support requires that organizations provide multi-channel support options to their consumers, stated Nucleus Research, Vice President, Research, Rebecca Wettemann. Younger consumers in particular are used to a near-real-time means to interact – and increasingly expect support through live chat.”
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. The seamlessly integrated suite of Parature Customer Service(TM) software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.
“Parature Customer Service software delivers on the promise of multi-channel service and support and gives our customers one integrated software suite to easily manage all their customer interactions,” stated Parature CEO and President, Duke Chung. “Parature Chat is not only easy-to-use and affordable, but leverages cutting-edge technology that our Web-savvy market demands. Parature software reflects the commitment we have to our customers’ success and to providing the smartest, most efficient way for diverse organizations to deliver great customer experiences.”
Source: Parature