Parature Webinar Explores How to Avoid the Most Common Mistakes Customer Support Teams Make

Industry expert Sheryl Kingstone to discuss the top ten mistakes customer support teams make and provide insight into how they can be avoided.

Vienna, VA (PRWEB) June 22, 2007 -- Parature, the global leader in on-demand customer support and help desk software (http://www.parature.com/), announced today, that it will sponsor a free webinar offering customer support professionals tips and techniques for increased effectiveness within their support teams. The webinar titled “The Top Ten Mistakes Customer Support Teams Make and How to Avoid Them” will be held on Thursday, June 28, 2007 at 2:00pm EST. To register for the webinar, please visit www.parature.com/res_webinars.aspx.

In the ever changing arena of customer support there are several truths; customers increasingly expect and demand quality support, while customer support representatives are commonly overburdened, and thus often not optimally efficient. Customer loyalty and retention is key to an organizations success and effective customer support is imperative to that end, yet many customer support professionals are caught making the mistake of relying on outdated and non-strategic processes to manage their customer support. “The Top Ten Mistakes Customer Support Teams Make and How to Avoid Them” will feature Sheryl Kingstone, Director, Enterprise Research -- The Yankee Group sharing her insight and discussing industry trends for thoughtful provocation to eliminate such common mistakes as:

•    Not Enabling Customer Self-Service

•    Not Implementing a Scaleable Support Infrastructure

•    Failing to Integrate Ticket Management with a Knowledge Base

•    Not Using Surveying Tools to Gauge Customer Satisfaction

•    Lack of Visibility Into Key Daily Metrics, Tracking, and Reporting

This webinar is the first of the monthly Parature “Best Practices in Customer Support Webinar Series” designed to serve as an educational and informational resource for organizations throughout various industry sectors to gain insight into customer support best practices that can be applied to improve support efficiency, reduce costs, and enable customer self-service. Each session follows real-life customer scenarios focused on the challenges and issues customer support professionals face on a daily basis.

To register for one or all of the webinars in the series visit: http://www.parature.com/res_webinars.aspx

About Parature, Inc.

Parature is the global leader in on-demand customer support and help desk software (http://parature.com/). Our web-based support suite enables organizations to fundamentally change the way they support their customers while significantly reducing costs. The Parature suite of modules empowers associations, businesses, academic institutions, and government agencies with the ability to provide critical service information on a 24/7 basis while reducing the inbound support load through customer self-service. As a Software-as-a-Service (SaaS) provider, we deliver our solutions over the Internet using a secure, scalable application and system architecture, which allows our customers to eliminate expensive up-front hardware and software costs and to quickly deploy and adopt our on-demand software. Parature helps support over 6,000,000 end-users worldwide and is headquartered in Vienna, VA. For more information about Parature please visit www.parature.com or call 1.877.GO.PARATURE.

Media Contact:

Gary McNeil

(703) 564-7758

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