Parature Maintains 96% Self-Service Rate Using Own Customer Service Software
Company Rate Double the Average Business Self-Service Statistics
McLean, VA (April 26, 2006) – Parature, provider of award-winning, on demand customer support software, announced today that the company maintains a consistent 96% client self-service rate through the use of its own Web-based customer service software solution to assist customers. The average self-service rate for businesses is 48.1% according to industry analyst firm ServiceXRG1. The successful experiences of Parature’s clients can be attributed to the robust capabilities of the customer service software, including a highly customizable online support portal, extensive knowledge base, discussion forums, download section, and glossary.
The company’s high self-service rate is consistent with findings about the future direction of customer support, as mentioned in a customer service software research report authored by analyst firm Yankee Group2. This report states that the number of Web self-service interactions are anticipated to increase by 86% through 2007, while live phone support is anticipated to decline by 18% during the same time period. The research results confirm the trend seen by Parature that self-service is increasingly customers’ first choice for primary support interactions.
Parature’s self-service is enhanced by supplemental materials found at ParaUnity, www.paraunity.com, Parature’s online customer community that includes best practice articles authored by fellow customers, tips and tricks shared by clients and Parature staff, product documentation, as well as in-depth tutorials and training.
“Such a high self-service rate has benefited Parature not only due to the success of our customers, but also in our efforts to further improve the quality and effectiveness of the self-service aspects of our customer service software,” said Duke Chung, CEO, Parature. “Self-service is quickly becoming imperative for support organizations due to customer demands for fast, convenient and easy access to information, particularly on a 24×7 basis as individuals often work outside of standard business hours or in other global time zones.”
1 Support Operational Benchmarks, ServiceXRG
2 Customer Self-Service Experience Improves with Cross-Channel Approach, November 2005, Yankee Group
Source: Parature