Parature 3.2 Provides Complete Online Customer Support Solution
Upgrades Focus on Ease-of-Use and Rapid Deployment
Reston, VA (August 01, 2002) – Parature, Inc., an innovator of online customer support software, today announced the availability of Parature 3.2, the latest release of its flagship product. Parature 3.2 provides a new service request management system integrated with the product’s Web self-service, customer profiling, and real-time chat modules. In addition, Parature 3.2 delivers a number of enhancements for ease-of-use and rapid deployment. Parature provides small- to medium-sized organizations with a comprehensive, scalable and affordable customer support solution.
Parature 3.2 powers the support component of a company Web site, presenting visitors with self-service information neatly organized by topic category, most popular items, and most recent items. By automatically presenting the information most relevant to customers, Parature reduces the number of inquiries submitted to the company’s support department. In addition to enabling customer self-service on the Web, Parature allows users to track their support requests through a personalized “My Support” page.
Parature 3.2 includes enhancements to the product’s core eService module, including a new eGlossary feature that allows companies to publish a glossary of terms on its support center. Companies may also allow their customers to subscribe to specific knowledge base articles on their support site, receiving email updates when an article has been updated. This new article subscription feature fosters ongoing communication between companies and their customers, creating a stronger relationship over time. The Parature eService module in Parature 3.2 also adds a spell checker, easier management of knowledge base articles, and a troubleshooter that guides first-time users through the online support system.
In addition to enhancements to the eService module, Parature 3.2 delivers an all-new eTicket module that companies can use to enable their customers to submit direct support requests. Parature eTicket forms and fields are easily customizable by the administrator, allowing them to tailor the ticket system to meet the specific needs of their product offering or support workflow. The company’s support representatives can track the origin of the ticket (e.g., Web submission or phone call), share internal notes to help resolve the ticket, and email update the customer upon resolution.
“We created Parature 3.2 in response to the outstanding feedback we received from our most active clients,” said Ching-Ho Fung, Chairman of Parature. “Parature 3.2 supports our mission of making top-quality online customer support available to the majority of companies and organizations regardless of size.”
Parature 3.2 is available immediately on an annual subscription basis. As a hosted solution, Parature eliminates the need for companies to install and maintain their own hardware and networks for online customer support. Jump-start implementation packages, training and professional services are also available from Parature. For more information, please visit www.parature.com or send email to sales@parature.com.
Source: Parature