Parature Customer Support on Facebook Pages
Parature, the on-demand Help Desk Software Vendor, now has a customer support tab on Facebook. Parature is joining Salesforce.com and other customer support services to tap into Facebook’s 400 million consumer base. Accel Partners, backed by Parature, launched the on-demand customer service product for Facebook pages today. Here’s a screenshot of the tab:
Valuable customer conversations are taking place all over Facebook pages. Using Parature’s application, companies can now integrate a branded “support” tab. Customers can post their questions, comments and feedback onto a corporations Facebook Support wall. Parature will take the information and send it to the company as a ticket with the Facebook customer information listed on the ticket.
Leveraging Parature’s technology, companies can include frequently asked questions about their product or brand as well. Customers on Facebook can search for service answers from within a Facebook page. If a query isn’t resolved on the page, the ticket will be sent to the company for follow up.
Parature will also offer customers live chat options with company representatives from the Facebook Fan Page. With immediate customer support available, companies that choose to use the Parature application can foster strong relationships with their customers. Since all of this can be done on Facebook pages, customers will most likely share their positive experience on their Facebook stream as well. Through word of mouth a la Facebook, satisfied customers can drive more traffic or business to businesses.
Parature’s application is paving the way for a new generation of customer service technology. Parature recently added Twitter support as well, reaffirming the fact that social media is the perfect platform for customer service integration. We’re excited to see what other business solutions providers will team up with Facebook to optimize their business processes. Social media platforms are more than just for socializing, and businesses are finally realizing the value of sites like Facebook and Twitter.
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