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“Why Customer Service is NOT Enough”Lisa Ford Gary McNeil, Parature,[object Object]
Parature,[object Object],Parature is a global leader in on-demand software (SaaS) for customer service and support,[object Object],Parature enables organizations to:,[object Object],Reduce the cost of supporting their customers,[object Object],Have a 360 view of customer issues,[object Object],Retain their customers,[object Object],Improve customer loyalty,[object Object],Generate more revenue from their base,[object Object],Deliver “great” customer service,[object Object]
The Customer Has Never Been More Important!  ,[object Object],In light of sales teams selling less - organizations are focused on:,[object Object],Customer retention,[object Object],Customer upsell and cross sell opportunities,[object Object],Lifetime value of a customer,[object Object],Overall revenue from the customer base,[object Object]
Service Has Become A Major Differentiator,[object Object],Improving the customer experience,[object Object],Multi-channel support,[object Object],Providing support in the manner by which the customer wants it,[object Object],Reducing customer effort,[object Object],Delivering on the promise of first contact resolution,[object Object],The result is reduced frustration,[object Object],Increasing customer loyalty,[object Object],By reducing customer effort you increase customer loyalty,[object Object],Increased loyalty is a game changer,[object Object]
Parature:  An Integrated Support Suite,[object Object],CUSTOMER TOUCH POINTS,[object Object],SERVICE DESK ,[object Object],Delivering Multi-Channel Support,[object Object],For your CSR’s to Manage All Customer Interactions,[object Object],Metrics &Reports,[object Object],Deploy Surveys,[object Object],Feedback,[object Object],Chat,[object Object],Ticket,[object Object],?,[object Object],Forums,[object Object],Your CSR,[object Object],Downloads,[object Object],Mobile ,[object Object],Your Customer,[object Object],E-Mail,[object Object],Knowledge-base and FAQ’s,[object Object],360º Customer History,[object Object],Intelligent Workflow,[object Object],Phone,[object Object],Service Desk,[object Object],5,[object Object]
Helping Customers Help Themselves,[object Object]
…Backed by an Intuitive, Intelligent System,[object Object],Parature lets you:,[object Object],[object Object]
Program auto-responses for repetitive inquiries
Establish an integrated internal knowledge base
Manage tasks and time-based alerts to ensure adherence to SLA thresholds
Report upon CSR productivity
Incorporate customer data to ensure “One View of the Customer”
Collect and analyze customer feedback
Integrate ticketing data with customer records and chat windows
…update your customer portal with each and every mouse click ,[object Object]
Support for Every Facebook Fan Page.,[object Object],Parature  for,[object Object],[object Object]
 Your Customers can get Support right on your Facebook Fan Page.

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Why Customer Service is NOT Enough