Idiom Selects Parature for Online Customer Support
Parature Rated as â??Best Valueâ? Among Support Software Packages
Reston, VA (July 28, 2003) – Parature Inc., an innovator of online support software, today announced that Idiom Technologies, Inc. (Idiom), a leading provider of global content management solutions, has selected Parature 5 to support its global customer base. Idiom selected Parature to replace its homegrown support solution after conducting an extensive review of commercial online support solutions.
Idiom is the leading provider of global content management systems to help multinational companies increase revenue and market share, strengthen global brands, and enhance customer loyalty. Idiom’s flagship solution, WorldServerT, automates the management and synchronization of multilingual and multicultural documents, e-business applications and content. Idiom customers span a wide range of vertical industries including healthcare, financial services, travel, manufacturing, chemicals and high technology, including Adobe, Eastman Chemical, General Electric, Motorola, Staples, and Travelocity.
Idiom will use Parature 5 to support its customers through a well-integrated combination of self-service and assisted service channels. To provide customers convenient, around-the-clock answers to commonly asked questions, Idiom will deploy a self-service knowledge base on its web site. In addition, Idiom will use Parature as a complete support workflow management system to receive, track and resolve customer problems. As Idiom analyzed the various online support solutions on the market, what impressed them the most was the high level of integration of self-service and assisted service that Parature rolls into one easy-to-use package.
“We want to provide our customers with the convenience of self-service on our web site, but we realize the key to success is providing a bail-out so that customers using the web site can escalate their issue and get help from our support staff at any moment,” said Chris D’Errico, vice president of professional services and support for Idiom. “Many vendors provide web knowledge bases, and many vendors provide trouble ticket systems, but only a handful of companies can provide the complete package. Of those that made our final cut, Parature provided far and away the most value and the best deployment options.”
“Our sweet spot is companies like Idiom that need a really top-notch support system without the endless deployment or million dollar price tag,” said Duke Chung, chief executive officer of Parature. “We provide the highest value to companies that want to increase their customer satisfaction while reducing or maintaining their support costs.”
Source: Parature