Webroot Utilizes Parature’s Customer Support Solution to Enhance Their End Users’ Experience
McLean, VA (March 21, 2005) – Parature, a leading provider of award winning, on demand customer support software, announced that Webroot Software, makers of Spy Sweeper and other privacy and protection solutions for Internet users, has chosen Parature’s Customer Support Solution to enhance their end users’ experience and provide self-service customer support channels.
In July 2004, Webroot received its second-straight PC Magazine Editors’ Choice Award for its anti-spyware solution, Spy Sweeper. The resulting publicity attracted more than one million new customers in a matter of days. While thrilled with the company amazing growth rate, Webroot’s support department quickly found itself with an estimated backlog of 3 ½ weeks worth of support issues. Acting quickly, Webroot began to investigate support solutions, and selected Parature for its on demand support model and depth of features, including its award-winning, user friendly interface and easy-to-use support portal. As a result, Webroot’s customer support department was back on track in just a few weeks, and experiencing an 85% customer self-service support rate.
Prior to using Parature, Webroot resolved customer support issues with a static FAQ site, email and phone support. “After experiencing such a rapid growth, we needed a support solution to be implemented quickly, so our customers could begin to find solutions to their support issues without having to contact our support department,” stated Ling Richardson, Director of Consumer Support at Webroot. “In our first month using Parature, 168,000 users visited our support site and submitted 26,000 support tickets. With our old channels of support, that amount of phone calls and emails would have overburdened our staff, but by implementing Parature, 85% of our support inquiries were successfully handled through self-service channels.”
In addition, Ms. Richardson credits Parature for investing the necessary time to analyze and customize the right support solution for Webroot. “The thing that I appreciate most is the long lasting partnership that has been developed between Webroot and Parature. They took the time to understand our support initiatives, and in return we have provided critical feedback to help develop new features to enhance Parature’s support solution,” concluded Richardson.
“We have three clear strategic focus areas: customer satisfaction, technology innovation, and garnering partnerships. These three principle values are our guiding factors in growing our business,” said Duke Chung, CEO of Parature. “Providing quality customer support not only resolves the support requirements of our clients, it also allows Parature to work from the perspective of a support team. This insight is an advantage that we capitalize on when delivering innovative support solutions to the marketplace.”
Source: Parature