Novatix Corporation Implements Parature’s Customer Support Solution as Part of the Company’s Groundwork
McLean, VA (September 19, 2005) – Parature, providers of award winning, on demand customer support software, announced today Novatix Corporation, a provider of endpoint security software, has implemented Parature’s Customer Support Solution as one of the primary steps for building out their customer support department. Having had previous experience with Parature’s Customer Support Solution, Novatix’s CEO Paul Panepinto decided to deploy the solution up front to ensure customer support best practices are in place early on.
One major decision making factor was the importance of using a hosted customer support solution. Panepinto notes that, “Parature’s hosted model will allow us to focus our resources on marketing and product development since we don’t have to worry about upkeep or maintenance for customer support.” In addition to hosting, Parature’s customization allows Novatix to match the look and feel of their current company web sites. “Thanks to their advanced customization, our customers will have no idea that the support solution they are using is not our own,” adds Panepinto.
Parature’s Customer Support Solution will provide Novatix’s customer base with a multi-channel self-service approach to support. “We want our customers to self-service their support needs through Parature’s Support Portal and Knowledge Base,” Panepinto states. “From the Support Portal, they can create and submit trouble tickets and join interactive bulletin boards to communicate their ideas. More importantly, through these and other channels we can understand our customers’ support habits by tracking their individual support histories.”
An advocate for best practices in customer support delivery, Panepinto concludes by stating, “Parature practices what they preach by providing a robust customer support solution and backing it up with high marks in customer care, support and services.”
“By implementing our solution in the early stages of their company’s development, Novatix is acknowledging the importance of customer support,” stated Duke Chung, CEO at Parature. “This methodology will translate into a high return on investment that ensures long term customer satisfaction and retention.”
Source: Parature