Quark Selects Parature to Provide Cloud-based Customer Service Platform

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Company Implements Portal, Chat, Knowledgebase and Ticketing Features for Growing Enterprise Customer Base

Customer Service Software That Revolves Around You

Parature’s customizable customer service platform allows us to scale our customer-facing portal as necessary, and gives our employees the chance to provide the best service to every customer.

Parature, a global leader in cloud-based customer service software, announced today that Quark Software Inc., a leading provider of enterprise digital publishing solutions, has chosen Parature to provide customer service software for its support portal.

Quark’s Self-Service Support Center provides 24/7 support access to customers, including a ticketing system, knowledgebase and chat feature, and is powered by Parature’s cloud-based software. With the expanded availability and self-service features, Quark customers can find support solutions through multiple channels anytime, increasing customer satisfaction, while also improving internal efficiencies as global customer service representatives (CSRs) review and respond to service and support requests faster.

“Parature enables us to provide 24/7 multi-channel support to our enterprise and SMB customers,” said Mark Lawler, Vice President of IT and Customer Support of Quark. “Parature’s customizable customer service platform allows us to scale our customer-facing portal as necessary, and gives our employees the chance to provide the best service to every customer, from small businesses to large enterprises.”

Since implementing Parature’s solutions, Quark has seen significant internal and external improvements in customer service. According to Lawler, the self-service portal has already proven to be effective, as the number of knowledgebase searches in the last few months has increased by approximately 50 percent, and issue resolution using self-service features has increased up to 25 percent. Parature’s customer support software has also allowed Quark to produce a consistently higher than industry average Net Promoter Score (NPS), a commonly used, industry-wide customer loyalty metric.

“We are proud to help power Quark’s self-service support portal so they can provide superior support to their business software customers,” said Duke Chung, Co-founder and Chief Marketing Officer of Parature. “As Quark continues to expand its enterprise customer base within financial services, manufacturing and government, they understand the importance of providing consistent and effective service through any and every channel preferred by customers. Parature helps Quark accomplish this by addressing their internal support processes, improving efficiency with an all-in-one system and ultimately increasing customer satisfaction.”

About Quark
Quark’s software enables organizations of all sizes to meet customer demand for engaging, relevant communications when, where, and how they want them. Our solutions combine the power of XML with flexible layout and design to automate the delivery of customer communications to print, Web, and interactive experiences on the latest digital devices. Financial services firms, manufacturers, and governments around the world rely on Quark solutions to elevate customer communications to new levels, reduce time to market, and lower costs.

About Parature
Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support approximately 55 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 the Deloitte Technology Fast 500 and is the recipient of numerous product, technology, and leadership awards including the 2013 CRM Watchlist and the Inc. 500 | 5000 Fastest Growing Companies. Parature is used by some of the world’s most innovative organizations, federal agencies and companies, including IBM, Ask.com, the EPA, Tagged, the National Network of Digital Schools 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.

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Kimberly Rickards
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