Herndon, VA (PRWEB) July 30, 2012
Parature, a global leader in cloud-based customer service software, announced today a new version of its Parature Service Desk to streamline efficiencies for customer service representatives (CSRs). This sophisticated next-gen version of the Parature Service Desk is a strong example of Parature’s brand promise, Customer Service Software That Revolves Around You (TM), and the company’s continuing commitment to customer service excellence.
With the 2012 Parature Service Desk software, CSRs will log into a brand new agent interface with faster, easier access to customer information, as well as improved usability and readability for even more efficient customer service and support.
“We are extremely impressed with the new layout and user interface from Parature,” said Jeffrey Mullins, Assistant Director of Journal Services, American Chemical Society. “With this version, our agents can conduct advanced customer searches, access important account information, and view service histories more quickly than ever before. The new look and the new functions are exciting. When we can save time for our agents, and make their jobs easier, then we are able to provide better, more thorough service to our customers with faster response times.”
In 2012, Parature revised its branding with a new logo, new website and an updated, forward-thinking look and feel for the company. But the change was not just a visual one. With the rebranding, Parature firmly established its competitive differentiator: customer service and customer service software that revolves around Parature’s customers.
“Our customers’ experience, and in turn, the service experience of their customers, is incredibly important to us,” says Ching-Ho Fung, CEO and Co-founder of Parature.
“As we approach 50 million end users, innovating Parature’s service desk means even more to us,” says Fung. “For our new customers, and for those who have been with us more than a decade, we want to give them the best UI available, a UI for the next generation of service agents.”
Features of the 2012 Parature Service Desk include:
“What’s terrific about Parature is that they listen to their individual customers’ ideas and requests for their product,” says Nancy Porte, Vice President, Customer Experience for Vovici, a Verint company, “and the enhancements they make, like the ones in this release, improve customer service processes for everyone.”
Mobile Service Desk
Parature is also introducing its mobile service desk which includes web-based mobile access to the Parature Service Desk via all major mobile and tablet browsers (W7, Android, Mobile Safari). The service desk always remains up to date, with no app to update or install. Agents can easily switch between multiple Parature departments, look up tickets by ticket number, access ticket views and queues, perform actions and update tickets.
“We’ve designed this new version of our Service Desk with the agent in mind, incorporating important feedback from our clients on what would make things more efficient for them,” says Fung. “We’re proud to roll out these features to our more than 1,000 customers, and will continue to make improvements to both our Service Desk and Customer Portal to constantly improve on the customer service experience and ensure our commitment to service excellence.”
For more information about the 2012 Parature Service Desk, click here.
Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support approximately 50 million end users worldwide. Parature empowers customer service organizations to monitor, manage, resolve and respond to a high volume of service issues across multiple communication channels, including the growing number of service-related conversations that are happening every day within social media channels. With more than a decade of experience, Parature delivers support and social media engagement and management solutions to mid-size and enterprise organizations across a wide variety of industries. Parature is among Inc. Magazine’s Top 100 Fastest Growing Private Software Companies and is the recipient of numerous product, technology, and leadership awards. Parature is used by some of the world’s most innovative organizations, federal agencies and companies, including Tagged, Evernote and Threadless. Parature is headquartered in Herndon, Virginia. For more information, visit http://www.parature.com, follow @parature on Twitter, or like us on Facebook at facebook.com/parature.