Dyscern Selects Parature On-Demand Customer Support Software
eBay Titanium PowerSeller Reduces Pre-Sale Customer Support Inquiries by 60%
Vienna, VA (June 12, 2007) – Parature, a global leader in on-demand customer support and help desk software, announced today that Dyscern, an eBay Titanium PowerSeller, has selected Parature Customer Support Software to manage their customer support needs. Located in Sterling, Virginia, Dyscern focuses on recovering customer returns, distressed and overstock merchandise for resale on the Internet, primarily focusing on handheld computers, PDA phones, digital cameras, and MP3 players.
According to Dyscern CEO, Jennifer L. Canty, prior to selecting Parature, they were not using any enterprise support technology to manage approximately 12,000 emails per month with a support staff of three. Their motivation for a new solution was based on their need to reduce overall customer support email volume, free their support representatives of the burden to individually answer commonly asked and repetitive questions, and to provide more meaningful & focused customer support through an emphasis on post-sales questions. Implementing Parature software has given them the ability to not only meet those needs, but has enabled increased efficiency and the ability to increase their number of auction listings without increasing the number of support staff.
“Since implementing Parature, we have seen a 60% reduction in pre-sales questions and our email to sale ratio has declined from 2.6 emails to 1.03 emails,” stated Canty. “Parature allows us to focus more on our existing customer base while serving our potential customers effectively. Our support team is now able to efficiently answer the basic ‘how to’ questions from our consumers that would normally contribute to high return rates if not answered in a timely fashion. Parature is an excellent partner in support with an attentive, responsive staff and ‘best-of-breed’ product that made selecting them a simple choice.”
Parature provides complete, affordable, on-demand customer support software solutions to associations, businesses, academic institutions, and government agencies. The Parature suite of modules is seamlessly integrated into one solution allowing organizations to effectively manage all of their support needs while reducing costs. This dynamic, online software provides all of the tools necessary to resolve issues quickly and reliably, exceeding customer expectations.
“Parature is committed to helping businesses dramatically reduce their support burdens to become more effective, efficient organizations,” said Duke Chung, Parature CEO and President. “We pride ourselves on providing affordable, innovative, expandable solutions that offer the depth and breadth of services that enable businesses to grow.”
Source: Parature