Interfolio Reduces Customer Support Load by 40% with Parature
Reston, VA (February 04, 2003) – Parature, Inc., an innovator of online support software, today announced that Interfolio has reduced its inbound support request volume by as much as 40% since launching its online support portal powered by Parature. Interfolio is the leading provider of credential management services for college students. The company maintains credential files and prepares graduate school admission applications for more than 15,000 U.S. college students across 500 universities.
Parature is the first commercial software to integrate self-service, discussion boards, tickets, email, and chat into one seamless product for customer support management. Interfolio is using Parature to provide its customers with a 24×7 support portal to answer their questions around the clock. The company manages student credential files – transcripts, letters of recommendation, etc. – and allows students to pull together these key documents easily for graduate school applications and academic-oriented job applications. Because those application deadlines typically fall at a few key times during the year, Interfolio needed a way to manage the spike in customer support requests during those busy periods.
Since launching its Parature-powered support portal in the Fall of 2002, Interfolio has experienced up to a 40% reduction in its inbound support request volume. In November 2002, Interfolio’s busiest month, the company was anticipating to receive over 950 customer support request emails prior to implementing Parature. Instead, Interfolio received only 593 support request emails after implementing Parature. That immediate reduction in support requests means Interfolio can take a more conservative approach to support staffing, ultimately saving the company enough money to pay for their annual subscription to Parature.
“Parature has been amazingly successful for Interfolio and its customers,” said Steve Goldenberg, chief executive officer of Interfolio. “We serve college students, who get a lot of their information online and do a lot of their work during nights and weekends. So rather than grow our support staff and try to manage 24×7 staffing, we found that the online support portal was a great way to meet our customers’ demands. We had more than 1,500 visits to our support portal in November alone, and we expect that traffic to grow in the coming year. I recommend Parature to any company that is looking for a way to improve its support services while controlling costs.”
Source: Parature