Parature Releases Free White Paper on Using Web-based Support Tools to Improve Customer Service
White Paper Explores How Web-based Applications Empower the Population to Broadcast Their Sentiment across a Range of Media and Its Influence on Brand Identity
Vienna, VA (June 17, 2009) – Parature, a global leader in on-demand customer service software, announced today the release of a free white paper offering customer service and support professionals insight into the benefits of Web-based service and support software. The white paper entitled “Using Web-based Support Tools to Improve Customer Service” is available for download in Parature’s white paper library.
Web-based applications have empowered the population with a voice to broadcast their sentiment loud and clear across a range of media, and some of the loudest voices stem from service and support transactions – to the joy of some companies and the horror of others. With the Web’s instant communication capabilities organizations broken business practices, service faux pas, product malfunctions, and corporate malfeasance are instantly brought to light, resulting in an ever increasing lack of control over their brands. With more people starting and concluding their support transactions in online channels, searches are shifting away from providers own properties, causing them to lose the benefit of interacting with their customers. “Using Web-based Support Tools to Improve Customer Service” explores how organizations can hold the most influence over their own brand, remaining the leading service destination for their products or services; impressing existing and potential customers with options to self-serve via knowledgebases and downloads, live chat sessions, and easy escalation paths.
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 is dedicated to helping customer service and support organizations deliver superior customer service,” stated Parature CEO and President Duke Chung. “We demonstrate this commitment, not only by providing the smartest, most efficient customer service software, but by providing valuable written content as well. Parature has conducted in-depth research to provide relevant and thought provoking insight into industry trends that will contribute to the success of customer service professionals and enable organizations to provide exceptional customer service at an affordable price.”
Source: Parature