Parasol IT Provides Multiple Channels of Customer Support with Parature’s Enterprise Edition
McLean, VA (March 28, 2005) – Parature, a leading provider of award winning on demand customer support software, announced today Parasol IT, a UK provider of web-based accounting services has selected Parature to support their expanding customer base. With an increase in sales came an increase in support requests, and it became clear to Parasol IT that they needed a customer support solution that could handle the job. After an initial evaluation period, Parasol chose Parature over RightNow Technologies and Salesforce.com for its easy to use feature set.
Prior to implementing Parature’s support solution, Parasol IT supported its customers over the phone and by providing a static list of FAQs on their website. Parature’s Enterprise Edition which provides a depth of features enables Parasol to provide multiple channels of support to their customers on a 24/7 basis. “What really set Parature aside from the other companies we evaluated was their understanding of the support industry. They’ve tailored their solution so that it addresses the needs of both our support team and our customers. This goes well beyond what the other companies had to offer. When discussing a support solution with other vendors, I felt that they were not listening to my support needs and strictly wanted to close a sale; however with Parature, they listened to my issue and acted more as a partner than a vendor,” stated Jon Harris, Service Manager at Parasol IT.
“Parature is committed to strengthening relationships with our clients as a business partner that is focused on achieving each client’s support success. By selecting our Enterprise Edition, Parasol IT is providing self-service capabilities to their support portal, so their customers can quickly find information they need,” remarked Duke Chung, CEO at Parature. “This enables their support team to concentrate on issues that require personal attention, while still supporting their entire customer base, thus resulting in high customer satisfaction and loyalty.”
Source: Parature