Today’s customers expect more out of their customer service experiences and your customer service agents need to be able to deliver the right information and the right time. Parature, from Microsoft, is a great option to help your business provide a superior level of service. Here are five awesome benefits of Parature:
Parature’s knowledge management solution makes it easy to update and access information for both internal customer service agents and across service channels to customers.
Customer service agents have easy access to knowledge that will help them deliver real-time answers and information. The solution also delivers consistent information across all teams and departments and provides access to information and training materials to new hires. By delivering the right information at the right time to your agents, you will see a significant reduction in average handle times and a boost in employee productivity.
Customers are able to search for information on the channel of their choice with 24/7 access to the branded self-service portal that Parature provides. Information is easy to maintain and update and will help increase first contact resolution rates for customers.
If your customer service channels such as phone and email are clogged with the repetitive questions, Parature’s customer self-service portal is the solution for you. Parature’s support portal can be custom-branded, is mobile-responsive, allows for support ticketing, and has a searchable knowledgebase accessible to customers 24/7. Even if it is off-hours for your customer service center, customers can still access the self-service portal via web, mobile, and social. The self-service portal will help reduce the amount of frequently asked questions occurring over phone and email channels and improve customer satisfaction overall. Instead of focusing on answering the same questions repeatedly, you will be able to focus on delivering high-value customer interactions instead.
The number of channels that customers are using is increasing and businesses are struggling to deliver consistent service across these many channels. Customer service centers are frequently plagued by information siloes and agents are stuck having to manage multiple screens and applications. With Parature, you get a multi-channel solution with a unified cloud service desk to help agents provide efficient and effective service across all multiple channels. Whether using mobile, chat, social, or email, agents have a single comprehensive view of the customer’s information and history – as well as access to the Parature knowledgebase. Regardless of the customer’s choice of channel, they will be pleased to receive consistent service and the ability to transition to different channels without having to repeat their same question or issue.
Personalized Customer Experience
Parature will empower your agents to provide personalized experiences for your customers. A common customer service complaint is that customers have to repeat their information or issue multiple times throughout their interactions. With Parature, agents will have much better access to customer history and information in order to anticipate customer needs and provide quick and responsive service.
The future is in the cloud and Parature is a cloud-based solution that will help your organization deliver superior customer experiences by providing a solution that combines knowledge management, self-service, and multi-channel care. This cloud solution will integrate seamlessly with your online or cloud-based CRM system and is the perfect scalable solution for businesses looking to transform their customer care.
With Parature, from Microsoft, empower your agents on the front-line to deliver great customer service interactions across all major channels and set your business a part from the rest! But don’t just take our word for it – check out our case study video featuring our customer Monoprice as they talk about the success they have had with implementing Parature.