Parature today released Parature Spring ‘11, a new version that allows customer support teams to improve the customer support experience while directly engaging with audiences across the industry’s social and service channels, like Twitter, Lithium Communities, Facebook, chat, phone, email, and the Web.
Companies using Parature Spring ’11 will be able to monitor, manage, and resolve high volumes of service inquiries and issues across all of the aforementioned channels.
Parature’s expanded feature set builds off of the company’s commitment to Web-based customer service that reduces costly one-to-one interactions. New features include the following:
- A direct social engagement model that expands to Twitter and Lithium to maximize reach to each customer’s preferred communication channel with consistent answers through a knowledgebase, direct tickets, and configurable automated response through Lithium Communities and Twitter;
- “EasyAnswer” search capabilities that allow customers to automatically receive auto-suggested answers from the knowledgebase while submitting tickets;
- customer experience analysis of search terms and feedback that allow customers to View, analyze, and report on the ongoing service experience, capture search terms, determine the most popular searches by category, measure the effectiveness of self-service rates, and report on incident feedback by channel so support organizations can continuously understand and improve the customer experience;
- the ability to view, report, and automatically remove profane content and spam from Facebook pages;
- support for 33 languages across all social channels; and
- rich media support and unified management of multiple Facebook pages from one dashboard for ease of management and a complete view of social customer interactions and embedded images and video.
“This is part of our ongoing effort to be where customers are,” says Duke Chung, founder and chief strategy officer at Parature. “We reach more customers by extending our direct social engagement to Twitter and Lithium communities. As an example, Twitter is very commonly used by customers as a customer service channel. Customers may not realize that they are directly contacting a customer service center, but Parature will make this a very straightforward experience for the organization. Not only do organizations need to identify customers that need assistance, but they also need to provide the best answer possible and using Parature makes that process simple.”
Chung described the individualized experience of Parature Spring ’11 as “an essential component to a successful service.”
“It’s not just a matter of hearing customers, but really listening and responding with accurate and helpful information – whether it’s done by the agent when assisting a customer on Facebook and Twitter or [done] automatically,” says Chung.