Parature, a provider of cloud-based customer service software, today announced further integration with Microsoft Dynamics CRM, providing businesses with a multichannel platform to engage with customers through the Web, live chat, mobile, or social. This further integration is part of an expanded partnership between the two companies.
Parature's cloud-based customer engagement solutions integrate a customer portal, self-service knowledgebase, help desk ticketing application, and business modules into a central, fully-customizable, Web-based system. With this integration, Parature is expanding Dynamics CRM's customer service capability, giving customers 24/7 access to service and support and multiple channels for customer engagement.
Among the major benefits of this partnership for Microsoft Dynamics customers are access to the following:
- 24/7 Self-Service Knowledgebase and Portal: The Parature Self-Service Knowledgebase and Portal enhances the Microsoft Dynamics CRM solution by providing a 24/7 online service and support presence. The fully-customizable portal unites a host of dynamic modules, including a searchable, SEO-friendly knowledgebase that gives customers self-serve access to the information and answers they want, whenever they want or need them.
- Live Chat: Parature Chat provides an immediate transition from a self-service to assisted channel at critical times during the support interaction.
- Social Customer Service: Businesses can deliver support on Facebook and Twitter pages leveraging Parature's Social Customer Service Suite, which now includes Parature for Facebook and Parature's Social Monitor. Companies can now monitor, be notified of, and respond to social media conversations, posts, and comments in real time.
"Expanding the partnership with Parature and integrating further across its suite of customer service solutions made sense for us because our business customers need to engage directly with their customers on multiple platforms, including social, mobile, and chat," said Craig Dewar, director of marketing for Microsoft's Dynamics CRM Product, in a statement. "Parature has been a leader in customer service software for more than a decade, and it has expanded into multiple platforms and has continuously launched new products. Its service commitment to enterprises and the mid-market dovetails nicely with our expertise in this area, as well."
"Microsoft really understands the importance of customer service and giving customers multiple options for connecting with businesses in real time, 24/7," said Duke Chung, co-founder and chairman of Parature, in the statement. "We are excited to deepen this partnership and further integrate our software with theirs to provide businesses with the most comprehensive multichannel customer service system available."