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National Network of Digital Schools Employs Parature for Multichannel Customer Support
NNDS hopes to improve support for more than 200 customers across the nation and provide greater access to self-service knowledgebase.
Posted Apr 16, 2012
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The National Network of Digital Schools (NNDS) last week selected Parature, a provider of cloud-based customer service software, to power customer support for more than 200 educational institutions across the country.

NNDS, a non-profit management foundation dedicated to providing K-12 online curriculum and comprehensive management services to traditional brick-and-mortar schools, charter schools, and cyber schools, is focused on providing the optimal-level of support to its users.

With Parature, NNDS can improve its own internal efficiencies on providing top-notch customer service across multiple communication channels and give its clients, located across multiple time zones, a place to access information 24 hrs a day, 7 days a week. Using Parature's cloud-based software, NNDS can now provide its clients with an online support center where customers can search a knowledgebase, with EasyAnswer auto-suggested answers to look up frequently asked questions 24/7. Customers can also submit trouble tickets right on the site or chat live with a customer service representative.

"We are very excited to roll out our new support center, powered by Parature, to our customer base of schools across the country, giving them multiple ways to contact us," said Jim Colaber, director of technical support services at NNDS, in a statement. "With the help of Parature we can provide answers to our customers around the clock through a cost-effective, very easy-to-use knowledgebase; we also have a much more streamlined process in place for managing tickets, routing inquiries to the right representative, and responding quickly. We take customer support very seriously, and through our partnership with Parature, we expect to increase response times and our own internal efficiencies to deliver the best possible service to all of our clients."

NNDS is currently using Parature for its support and call center, helping customers with questions about the curriculum or tech support issues, and plans to use Parature's support software to help with client services.

"Tech-savvy organizations like NNDS understand that customers today have a new level of expectations when it comes to customer support," said Duke Chung, chairman and co-founder of Parature, in the statement. "Customers want multiple channels to connect with businesses, and want to be able to search for answers anytime, from anywhere. We're happy to help industry-leading organizations like NNDS meet and even surpass customer service expectations and give them the tools they need to support a growing customer base."


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