Parature, a provider of cloud-based customer service software, announced today the general availability of its Social Customer Service Suite as part of its multichannel customer service offering.
The product suite includes Parature Social Monitor, a monitoring and response solution designed specifically for customer service teams, and the Parature Facebook Portal, which integrates a 24/7 customer support portal, including self-service knowledgebase, help desk ticketing, and live chat, as part of a brand's Facebook presence. Both solutions can be used independently or together to provide advanced social customer engagement, as well as an integrated part of the overall Parature Customer Service solution.
The Parature Social Monitor is the newest addition to Parature's Customer Service Desk, centralizing social customer service with the same workflows, business processes, and analytics tools as existing customer service channels, such as email, help desk ticketing, chat, and more. Following custom rules set by the organization, questions, comments, and issues from social consumers are automatically created as support tickets to be answered or routed to the appropriate person within the organization.
Parature's Social Customer Service Suite integrates social service and support with traditional channels, such as the Web, email, phone, and mobile. With Social Monitor, customers receive one centralized user interface for customer service agents to monitor and categorize activity from social channels and respond to valid inquiries.
Organizations can monitor and manage multiple social media accounts and reply to customers using their unique accounts/personas. Powerful workflow and routing rules ensure all questions are being answered, and within a timely manner or following set service level agreements .Sophisticated threading allows businesses to follow and maintain conversations with a single customer amid additional conversations or social noise. Customer service representatives can leverage existing corporate knowledgebases to deliver consistent answers and/or links to more detailed customer service content. Social customer service is centralized with existing customer service channels and multichannel customer service reporting tools to provide a true 360-degree view of the customer.
Through the Parature Facebook Portal, customers receive immediate self-service support, allowing them to find an answer or receive updated information via a complete support center on a brand's Facebook page. Consumers can ask more complex questions or submit support issues via Parature's help desk ticket system or get immediate, personalized assistance via live chat.
"Parature's goal is to give brands and organizations the tools they need to provide 100 percent of their customers with a positive engagement experience on social media and every major customer service channel to drive increased customer satisfaction, brand loyalty. and customer retention," said Duke Chung, co-founder of Parature, in a statement. "With the addition of our Social Customer Service Suite, Parature is delivering the ultimate multichannel customer service experience."