With Parature, we expect to increase response times and our own internal efficiencies to deliver the best possible service to all of our clients.
Herndon, VA (PRWEB) April 10, 2012
Parature, a global leader in cloud-based customer service software, announced today that the National Network of Digital Schools (NNDS) selected the company to power customer support for more than 200 educational institutions across the country. NNDS, a non-profit management foundation dedicated to providing the highest quality K-12 online curriculum and comprehensive management services to traditional brick and mortar schools, charter schools and cyber schools, is focused on providing the optimal-level of support to its users.
With Parature, NNDS can improve its own internal efficiencies on providing top-notch customer service across multiple communication channels and give its clients, located across multiple time zones, a place to access information 24 hrs a day, 7 days a week. Using Parature’s cloud-based software, NNDS can now provide its clients with an online support center (http://support.lincolninteractive.org/), where customers can search a knowledgebase, with EasyAnswer™ auto suggested answers to look up frequently-asked questions 24/7. Customers can also submit trouble tickets right on the site or chat live with a customer service representative.
“We are very excited to roll out our new support center, powered by Parature, to our customer base of schools across the country, giving them multiple ways to contact us,” said Jim Colaber, Director of Technical Support Services for the National Network of Digital Schools. “With the help of Parature we can provide answers to our customers around the clock through a cost-effective, very easy to use knowledgebase; we also have a much more streamlined process in place for managing tickets, routing inquiries to the right representative, and responding quickly. We take customer support very seriously, and through our partnership with Parature, we expect to increase response times and our own internal efficiencies to deliver the best possible service to all of our clients.”
NNDS is currently using Parature for its support and call center, helping customers with questions about the curriculum or tech support issues, and plans to use Parature’s support software to help with client services in the near future.
“Tech-savvy organizations like NNDS understand that customers today have a new level of expectations when it comes to customer support,” said Duke Chung, Chairman and Co-Founder of Parature. “Customers want multiple channels to connect with businesses, and want to be able to search for answers anytime, from anywhere. We’re happy to help industry leading organizations like NNDS meet and even surpass customer service expectations and give them the tools they need to support a growing customer base.”
About National Network of Digital Schools
The National Network of Digital Schools (http://www.nndsonline.org) is a 501(c)3 non-profit management foundation, dedicated to providing the highest quality K-12 online curriculum and comprehensive management services to traditional brick and mortar schools, charter schools and cyber schools focused on expanding educational opportunities for students. With more than 200 clients in 16 states, NNDS’s management services include providing technological guidance and ongoing support, integrating learning management systems to effectively track student progress and facilitate required student assessments, and helping schools manage the complex financial responsibilities placed upon public institutions. As a community foundation, NNDS also lends financial support to educational initiatives that expand opportunities for young people. NNDS was founded 2005 and is headquartered in Beaver, Pennsylvania.
Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support over 40 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.