The Impact of Social Media on Customer Service and the Customer Experience
Vienna, VA (Vocus) September 17, 2009
Parature, the global leader in on-demand customer service software, announced today the release of a free white paper offering customer service and support professionals insight into the influence of social media on customer service and the customer experience. The white paper entitled "The Impact of Social Media on Customer Service and the Customer Experience" is available for download in Parature's white paper library.
Customer conversations, whether positive or negative, are important to any business and listening to these conversations has never been easier thanks to social media. Customers, today, share information with their providers like never before; they recommend brands, provide usage tips, share content, and praise or criticize customer service. This provides a unique opportunity for organizations to improve their products, services and customer experiences by leveraging these social platforms to monitor the chatter taking place there and gaining unprecedented insight into their customers' emotion and behavior. Research shows that every demographic has taken to the Web and the number of people using social media continues to grow exponentially. The Impact of Social Media on Customer Service and the Customer Experience explores the importance of incorporating social media into multi-channel customer service strategies. Social media technologies enable businesses to build a place their customers want to visit, and by becoming the best source of knowledge for their own products and services, businesses have more opportunities to further impress their customers, increase satisfaction and improve loyalty.
"Parature is dedicated to helping customer service and support organizations deliver superior customer service," stated Parature CEO and President Duke Chung. "We demonstrate this commitment, not only by providing the smartest, most efficient customer service software, but by providing valuable written content as well. Parature has conducted in-depth research to provide relevant and thought provoking insight into industry trends and effective strategies that will contribute to the success of customer service professionals and enable organizations to provide exceptional customer service at an affordable price."
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, 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.