Microsoft Parature

Presented by

Vaibhav Agarwal

Modules Covered

• Parature Self Service Features– Parature Knowledgebase

– Parature Portal

– Self Service

• Multi-Channel Customer Service– Parature Service Desk

– Live Chat

– Parature Ticketing

• Social Customer Service-social listening with Parature.– Parature Social Monitor

– Parature application for Facebook

Parature Self Service

What is Self Service?

• Self service is a knowledgebase, customer portal, file repository- all in one

Parature Portal

• The 24/7 customer support centre

Parature Knowledgebase

• Self Service FAQs to answer common questions

Parature Download

• Repository for all support documents and files

Why offer Self Service

• 24/7 Self Service customer engagement

• Increase support team efficiency

• Central and secure location for product/services information

• Instant gratification is the norm

Parature PortalFlexible, Scalable, centralized online customer service portal

The Parature Portal

• Customized portal brand styling– Parature’s flexible layout portal allows for advanced and

customized styling.– Create a customized solution that revolves around

organization and brand.

• Improved Service offerings• Measure and report on customer satisfaction• Proactive customer service live chat• Searchable Parature Knowledgebase• Ticket Management System – Parature Ticket• “My Ticket”- view your tickets online

Additional Parature Portal Benefit

• Translate your portal and knowledgebase

– Parature provides language translation using 34 built in language packs

• Provide a mobile support centre

– Easily optimize for a mobile experience across all devices

• Deploy a single sign-on portal experience

Content ManagementThe Parature Knowledgebase

• The power of custom content

– Provide your customers with the answers and the information they need using multimedia

• Custom publishing workflow

– Ensure the quality and consistency of all products and service content

• Supercharge content searching

– Content search based on keyword search results

Demo

Major Benefits

• Filter search based on audience

• Reduce issue resolution times and repetitive enquiry

• Reduce the volume of customer support requests via phone and email.

Multi-Channel Customer Service

Parature Service DeskCentral and secure location for service management

Parature Service DeskFor customer service interactions and customer data

• Customer service representative admin panel– CSR requires only browser and internet connection

– Around the clock service to better service your global user base.

• 360-degree view of customers interactions– View the service history of all the customer interaction through

each channel

– Store customer data to help your CSRs better support customer requests

• Mobile Service Desk– CSR can feel comfortable servicing customer on any device

The Parature Chat

• Improve first contact resolution and customer retention

• Ensure fast and personal support response

Parature Ticket Management

• Help your customers with complex issues– Empower your end users with the ability to submit and

track their tickets via the portal, email and social

• Track and report on cases– Complete ticket action history of all ticket interactions.

• Resolve support cases easily and effectively– Fully customizable ticket form

– Integrated into the parature knowledgebase for easy canned response

Social Customer Service

Key Features

• Create support tickets from any social media activity

• Respond back to social media channels

Parature Application for Facebook

• Add Parature multi channel support

– Submit complex questions via parature’s help desk ticket system

• Add Parature self service to your Facebook fan page

– Allows user to find an answer or receive updated information via your Facebook page

Parature SurveysInsight on customer satisfaction

Surveys

• Take feedback from the customer

• Ensure one response per customer

• Can analyze results to know the status

Demo