Each has an important role, one enabling customer sentiment the other providing a support channel of choice. Integrating customer support software with social channels provides a unique opportunity for companies to monitor customer feedback, recognize trends and be proactive.
Vienna, VA (Vocus) August 7, 2009
Parature, the global leader in on-demand customer service software, announced today a social media integration with Twitter that empowers organizations to efficiently monitor tweets for proactive response and an improved customer experience. Social channels such as Twitter provide an open forum for customers to air their grievances, give praise or simply inquire about an organization's products, services or support. These customer sentiments and inquiries are valuable, actionable sources of information.
Parature's integration provides visibility into the volume, sentiment and impact of support through Twitter. Parature customers can compare Twitter traffic with other Parature support channels such as chat, ticket, email, phone, and Web portal content. The integration enables customers to easily look at the "happiness" of tweets and hone in on which ones to route within their organization for comment, support or general knowledge; the number of tweets directed at the organization; and the impact of the organizations' published content based on the number of re-tweets. Tweets are easily isolated from other support traffic via the use of a Twitter Queue where support representatives can review and route them for a quick, accurate response, as well as create reports to analyze how many tickets are being generated from tweets. Representatives can also view Twitter profiles directly from the Parature system allowing them to view other tweets to gauge disposition.
"Social media monitoring and multi-channel support options are essential to providing superior customer service and support to today's consumers," stated Datamonitor, Senior Analyst, Customer Interaction Technologies, Ian Jacobs. "Each has an important role, one enabling customer sentiment the other providing a support channel of choice. Integrating customer support software with social channels provides a unique opportunity for companies to monitor customer feedback, recognize trends and be proactive."
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today's Web world. The seamlessly integrated suite of Parature Customer Service™ software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.
"Parature Customer Service software is continually evolving to deliver the multi-channel service options that are in demand, as well as the integrations that empower organizations with social media monitoring capabilities," stated Parature CEO and President, Duke Chung. "Parature's integration with Twitter is another example of how we are enabling our customers to easily manage all their customer interactions in one integrated software suite. Parature software reflects the commitment we have to our customers' success and to providing the smartest, most efficient way for diverse organizations to deliver great customer experiences."
Parature, the leader in on-demand customer service software, makes it possible for any business to leverage the Internet to provide outstanding customer service. The company's software-as-a-service (SaaS) delivery and integrated, intuitive design enables organizations to better and more efficiently serve, support, engage with and retain customers in today's Web world. Founded in 2000, Parature received the 2007 and 2008 Product of the Year Award from Customer Interaction Solutions magazine and has been named to the Inc. 5000 list of Fastest Growing Private Companies in America. Parature has been named to both the Washington Business Journal's list of Best Places to Work and The Washingtonian list of Great Places to Work. Headquartered in Vienna, Virginia, Parature is at work in organizations of all types and sizes, and helps support millions of end users worldwide. For more information, visit http://www.parature.com or follow @Parature on Twitter.