netViz Chooses Parature for Online Customer Support
McLean, VA (June 10, 2002) – Parature, Inc., an innovator of online customer support software, today announced that netViz Corporation has selected Parature as its online customer support solution. netViz is a software company that provides more than 20,000 users with tools for network mapping and information management.
Parature 3.0 powers the support component of a company Web site, presenting visitors with self-service information neatly organized by topic category, most popular items, and most recent items. By automatically presenting the information most relevant to customers, Parature reduces the number of inquiries submitted to the company’s support department. In addition to enabling self-service on the Web, Parature provides several channels for users to escalate their support requests, including a ticket system, email and live chat.
netViz will use Parature to enable self-service for its customers. The company will deploy a knowledge base on its support site to provide customers with instant access to the most commonly-asked questions. In addition, netViz will offer its customers the ability to submit an email to the netViz support team in the event that their solution is not found in the knowledge base. The new support center provides netViz customers greater convenience while decreasing the load on the netViz support team.
“As a small company serving a large customer base, we needed an online support solution that we could deploy quickly and cost-effectively,” said Vo Tran, President and CEO of netViz. “Parature has the right combination of features, ease-of-use and modularity to grow over time, all at an attractive price.”
netViz customers include a wide range of public and private organizations around the globe, including Accenture, Bell Atlantic, Canon, Ciba-Geigy, Federal Express, First Data Corporation, General Electric, Hewlett-Packard, IBM, Motorola, State of Maryland, Perot Systems, and Zenith Electronics, as well as the Departments of Commerce and Labor, The Internal Revenue Service, The United States Army, Navy and Veterans Administration Medical Center.
Source: Parature