Smilebox Creatively Connects with Parature for their On-Demand Support Solution
Vienna, VA (May 14, 2007) – Parature, a global leader in on-demand customer support and help desk software, announced today that Smilebox has selected the Parature Customer Support Solution to manage their customer support needs. Located in Redmond, Washington, Smilebox (http://www.smilebox.com) offers a creative way for consumers to share their stories with friends and family using their photos, videos and music. Users can drag-and-drop photos and videos from their digital camera into hundreds of professionally designed slideshows, scrapbooks, greetings, postcards & photobooks and personalize with their own words, music and style. They can email their creations, print or post them to a web site or blog.
According to Smilebox Customer Support Manager, Teresa Chiarelli, prior to selecting Parature, they were using a homegrown solution, a simple email-based system with a basic support alias. Their motivation for a new solution was based on several key factors including their need to effectively track and manage the hundreds of support tickets they were receiving each week, as well as their desire for reporting capability to project their future staffing requirements. Implementing the Parature solution has given them the ability to meet those needs, enabling them to provide consistent, effective, and efficient customer service, decrease ticket volume, and report on metrics to make key business decisions. They selected Parature to support their users in one easy-to-use, fully integrated product which allows them to maintain their core value of customer focus and to honor their quality Service Level Agreements.
“Parature appreciates that though we are a start-up company, we want a professional solution,” says Chiarelli. “Parature has given us an affordable solution and treated us with the level of service that many companies so often reserve for their large clients. Since implementation, we have experienced an increase in customer self-service, as well as a low percentage of ticket submissions from customers who visit our Knowledge Base.”
Parature provides complete, affordable, on-demand customer support software solutions to associations, businesses, educational institutions, and government agencies. The Parature suite of modules is seamlessly integrated into one solution allowing organizations to effectively manage all of their support needs while reducing costs. This dynamic, online software provides all of the tools necessary to resolve issues quickly and reliably, exceeding customer expectations.
“Parature is committed to helping companies of all sizes achieve their customer service goals,” said Duke Chung, Parature CEO and President. “We pride ourselves on providing affordable and innovative solutions that enable companies to reap the greatest amount of value from each customer service interaction they have and make each interaction as personalized as possible, not only helping customers, but creating a positive customer experience.”
Source: Parature