Parature Review

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Parature is a provider of on-demand customer service software. The company was founded in 2000 and is based in Vienna, Virginia. Parature works with more than 16 million end-users worldwide from organizations that include national associations, educational institutions, gaming & interactive media, manufacturing, services, and technology companies.

Parature has received several industry awards and has been noted on many company leader lists, including Inc. 5000’s Fastest Growing Private Companies in America, Washington Business Journal’s Best Places to Work for three consecutive years, Washingtonian Magazine’s Great Places to Work, Software Magazine’s Software 500, and the SmartCEO Future 50.

Parature Key Features

Parature’s lead product, Parature Customer Service, is a SaaS integration of many modules under one unified system. The company also offers internal help desk service as a separate solution.

As an exclusively hosted solution provider, Parature takes care of all maintenance, updates, and security measures. The customer service software includes:

  • Customer portal: a personalized self-help portal available 24/7. This includes a knowledge base from which customers can find relevant articles of FAQs, product manuals, video tutorials, etc.
  • Ticket tracking system: route and manage customer requests.
  • Customer information: manage all relevant account and contact information from any customer communications. This can include customer product ownership details, IT assets, service level agreements, etc., all of which is available to your agents from a single database.
  • Forum generation: build forums for your customers to communicate with each other, share ideas, and resolve issues.
  • Parature Report: this feature gives a real-time analytical report that gauges agent performance, the value of content in the knowledge base, and the overall quality of your product.
  • Customer feedback: obtain valuable customer feedback through multiple channels.
  • Mobile access: Customer support representatives can access the Parature system from an iPhone, while customers can likewise access the customer portal through a mobile device.

As additional purchases, Parature Customer Service users can also utilize Parature Chat, which allows for direct chat sessions between agents and customers, and Parature API, which will provide automatic interaction between Customer Service and other systems.

Many details of this solution’s email notifications, workflow procedures, tabs, customer portal interface can be fully customized without additional programming.

Parature Highlights

  • Parature Customer Service won the Product of the Year Award from Customer Interaction Solutions magazine several times.
  • Parature offers online as well as on-site software training. The company also has training videos, a support portal, direct support contacts, and other available resources offered in tiered packages. The Gold support plan is included with the solution, while the Platinum and Diamond plans cost more, but have additional benefits.

Parature Technology

The software is entirely on-demand; there is nothing to download, no consultants to hire, no staff training, nor any hardware necessary. Parature guarantees that they will take care of all maintenance and updates and that they will keep a 99.5% uptime rate for all customers. The deployment of the SaaS software takes only a matter of days, unlike some help desk solutions that have more complicated installations.

Happy Customers

Customers include Angel Learning, Brenau University, BuilderMT, Colorado CustomWare, Coremetrics, e-MDs, Florida State University, Havok, IGN Entertainment, iWin.com, Rosetta Stone, Seven, The Weather Channel, TMA Resources, and the Water Environment Federation.

Bottom Line

Parature provides a 100% on-demand customer service solution, through which it will take care of all the IT details. The company claims this to be the smartest and most effective way to provide an IT service. Their SaaS customer service desk product is readily deployable and is an intelligent, efficient way to streamline customer aid.