Vienna, VA (PRWEB) July 06, 2011
Parature, the industry’s leading provider of cloud-based customer engagement solutions, today released Parature Summer ’11, a more powerful version of its cloud platform designed to enhance its customers ability to manage the entire customer support and engagement process and ensure maximum benefit. Key features of the newest release include a next generation customer experience portal that enables every company to fully customize their own portal to fully reflect their unique brand’s look and feel as well as extend that experience to every mobile device and platform available on the market today. Summer’11 also includes enhanced web analytics and search engine optimization that improves indexing of knowledge base articles and supports a company’s overall search engine optimization strategy.
When trying to troubleshoot and self-resolve support issues, today’s customers go straight to search engines regardless of their device of choice—laptop, iPad, smartphone or desktop. Companies that can provide searchable articles and self-help assets to customers empower them to rapidly resolve their own issues, reducing the number of costly one-to-one interactions with customer support representatives as well as improve overall customer satisfaction and search engine rankings.
Parature supports more than 3,000 customer portals today. With Parature’s next generation customer engagement portal, organizations can now easily brand and personalize the website service experience, transforming it into a highly interactive online experience for customers. Companies can take full control of portal design and incorporate Web 2.0 technologies in the form of widgets, videos, search engine indexing and live chat. This is all designed to help companies focus on more positive customer experiences across all touch points and communication channels to improve overall customer satisfaction and loyalty.
Parature Summer ‘11, available now in the company’s multi-tenant cloud, builds on the company’s tradition of providing solutions that streamline and automate multi-channel customer engagement that strengthens brand perception, facilitates self-service issue resolution, ensures service and support are provided in every communication available to today’s consumer—from Facebook to the Web—and, reduces costly one-to-one interactions.
New features include:
- Advanced Portal Styling with full CSS control that extends a brand to any channel while also enabling quick and easy web updates and search engine-indexed data.
- Search Engine Optimization tools to ensure support-related articles and assets can be found by those who need them most: customers.
- In-depth and improved analytics that cross multiple channels, including enhanced support for web analytics, an updated usage dashboard, and search reporting for Parature for Facebook knowledgebases.
- Support for every mobile device and platform on the market to date through the optimal rendering of Portal information, regardless of device.
- Ability to mass edit up to 100 tickets at a time, significantly increasing agent efficiency and data accuracy.
- Configurable information presentation based on a unique visitor’s location and demographics like business hours, ensuring that each customer receives an individualized experience.
One of Parature’s many partners, Houndstooth Consulting is excited about the new capabilities, and the potential it holds for its many clients.
"Parature’s next generation customer engagement portal give organizations like DirectTV the power to fully personalize their customer support touch points, all while wrapping it within their overall brand experience. Parature delivers on the promise of offering their customers a more flexible and interactive customer experience platform for online support,” said Sean McCoy, President of Houndstooth Consulting.
“Today’s consumers have big expectations and brand marketers and support executives need to ensure that every customer engagement not only resolves issues quickly and profitably, but also maintains the full brand experience. “ said Ching-Ho Fung, CEO of Parature. “We’ve listened to our customers and today’s release empowers Parature customers with the ability to provide a rich and rapid experience that promotes self-issue resolution while also making support information more accessible and easy-to-find for overall profitable process improvements in customer retention, acquisition and satisfaction.”
Parature Summer ’11 is generally available today for all current and new customers. More information can be found at https://support.parature.com/link/portal/3/51/Article/5559/What-s-new-in-the-Parature-Summer-11-latest-release.
Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support nearly 30 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 Rosetta Stone, LivingSocial, Gatorade, SuccessFactors and Threadless. Parature is headquartered in Vienna, Virginia. For more information, visit http://www.parature.com , follow @parature on Twitter, or like us on Facebook at facebook.com/parature.