Morino Institute Selects Parature to Power Netpreneur.org Support
McLean, VA (February 06, 2003) – Parature, Inc. an innovator of online customer support software, today announced that Morino Institute’s Netpreneur program has chosen Parature Web Service to provide fast and accurate information to their visitors.
The Morino Institute’s Netpreneur program is a nonprofit organization created to advance Greater Washington’s netpreneurs and the businesses they create. Netpreneur provides a wealth of information for new and existing entrepreneurs, matching executives with startups, connecting companies with funding sources and partners, and serving as a lively discussion venue and resource for the community.
“We see customer support as a must have, “said Ben Martin, Director, Investor Services of Morino Institute Netpreneur. “We know that entrepreneurs are always busy and when they visit our Website, we want them to be able to get what they came for as efficiently as possible. We chose to deploy ParatureTM to achieve this and give our users the type of experience that will get them to come back and continue to use our service.”
The Parature, with it’s patent pending user interface is intuitive to use and makes it easy for online customers to locate the critical information they need. This advanced technology provides users with simple, yet powerful tools to exhaustively search the company’s knowledge base. If their answer is not available in the knowledge base, the users are then escalated to another level and are able to send an email to directly request the information from the company.
Morino Institute Netpreneur implemented Parature to better manage incoming web email. Prior to Parature, the Netpreneur team was personally responding to 1,000 to 2,000 emails per month, varying by season.
“Before implementing Parature, our biggest challenge was having to repeatedly respond to the same questions,” said Martin. “Parature’s knowledge base was the perfect solution to provide visitors to Netpreneur Exchange with immediate answers to frequently asked questions about the website. We expect that the volume of incoming email will be significantly reduced and that entrepreneurs will get answers when they need them – often in the middle of the night — without intervention from our team.”
“Customer successes, like Netpreneur, prove that we have a true solution: one that is effective for both the web visitors as well as for those who manage the content,” said Casey Golden, President of Parature.
Parature Self-ServiceTM Reduces Repeat Customer Support Inquiries
Parature 3.0 is a complete Online Customer Support application that brings together self-service and real-time communication features into one easy-to-use package. Customers first use the search tools to exhaustively check the Knowledge Base for answers. If no answer is found, their question is escalated to a direct Service request which the companies CSR’s handle. When an answer is sent back to the customer, and copy of the answer is also sent to the Knowledge Base to update it with the new knowledge. That way the next customer who has a similar question will find their answer in the Knowledge Base and will not have to submit a service request.
Source: Parature