Help Desk Software

Parature Logo

Vienna, VA (Vocus) May 11, 2009

Parature, the global leader in on-demand customer service software, announced today that Trapeze Networks has selected Parature Customer Service™ software to efficiently manage their customer service and support. Trapeze Networks is the leader in enterprise wireless LAN equipment and management software.

Trapeze Networks empowers its customers to access their business applications anytime and anywhere, so their customers expect anytime, anywhere answers for their network challenges, according to Sandeep Moza, Sr. Customer Advocate. Their search for an on-demand software application arose from a business goal to have self-service support capabilities 24/7. Their existing application lacked the customer-facing component to meet this need, requiring their support team to manually create a ticket from customer emails and Web forms; increasing resolution times for customer cases. Parature Customer Service™ software provides Trapeze with an integrated customer portal, knowledgebase and trouble ticket software, as well as a host of other modules to efficiently manage all of their growing support needs. “With Parature, our customers now have anytime, anywhere access to a knowledgebase, software downloads, forum, and tickets,” said Trevis Schuh, VP of Worldwide Customer Service.

“We evaluated half a dozen customer support applications and Parature Customer Service software rose to the top primarily because of the simplicity of having multiple modules rolled into one,” stated Moza. “Parature is a one-stop shop, providing us with a hosted software solution of integrated modules for effective customer service and support. Seventy percent of all new tickets are created by our customers on the portal, reducing support email interaction by 40 percent. Those that use the knowledgebase to resolve their issues never create tickets, further reducing the support team’s workload. Additionally, we are handling a twenty percent higher ticket load, without additional resources.”

Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. The seamlessly integrated suite of Parature Customer Service™ software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.

“Organizations are consistently challenged to effectively manage customer support requests and without increasing headcount,” said Duke Chung, Parature President and CEO. “Parature is committed to setting the standard for support teams worldwide by providing the smartest, most efficient customer service software suite that enables organizations to manage all of their customer service needs; strengthening ongoing customer communication, increasing retention and reducing costs.”

Parature, Inc.

Parature, the leader in on-demand customer service software, makes it possible for any business to leverage the Internet to provide outstanding customer service. The company’s software-as-a-service (SaaS) delivery and integrated, intuitive design enables organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. Founded in 2000, Parature received the 2007 and 2008 Product of the Year Award from Customer Interaction Solutions magazine and has been named to the Inc. 5000 list of Fastest Growing Private Companies in America. Parature has been named to both the Washington Business Journal’s list of Best Places to Work and The Washingtonian list of Great Places to Work. Headquartered in Vienna, Virginia, Parature is at work in organizations of all types and sizes, and helps support millions of end users worldwide. For more information, visit www.parature.com or follow @Parature on Twitter.

Parature is hiring talented people, please visit http://www.parature.com/careers.aspx for more information on joining this winning team.

About Trapeze Networks

Trapeze Networks, a Belden Brand, is a leader in enterprise wireless LAN equipment and management software. Trapeze was the first company to introduce NonStop Wireless – delivering unmatched reliability to the enterprise wireless LAN, and its solutions are optimized for companies requiring mobility and high bandwidth such as healthcare, education, and hospitality. Trapeze delivers Smart Mobile™ providing scalable wireless LANs for applications such as Voice over Wi-Fi, location services, and indoor/outdoor connectivity.

Media Contact:

Dayna Tenorio

571.730.6241

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Parature Logo

Vienna,VA (Vocus) November 11, 2008

Parature, the global leader in on-demand customer service software, helps diverse organizations across the globe cut costs while improving customer service and value. Parature Customer Service™ software integrates a customer portal, rich knowledgebase and full trouble ticket software in one dynamic, unified system that can manage any organizations support needs.

Organizations must meet the high service expectations of their customers despite the downturn in the economy. Quality customer service cannot be sacrificed, even during challenging economic times, because the one thing that never changes is a customer’s demand for great service and support. If organizations don’t provide it, their customers can turn into their competitor’s hottest new leads. Lori Jordan, Director of Association Services at the Water Environment Federation had this to say, “Members stick around because they see we are implementing a program that’s really working for them. We more than get back what we spend on Parature. It’s helping us really go to that next level to provide the service that customers deserve.” A time of economic uncertainty is not the time to take on unnecessary risks or big IT expenditures, but it is time for organizations to trim costs everywhere they can, and that includes reducing the cost of customer service. CenterStone Technologies estimates they’re saving approximately 0,000 annually with Parature Customer Service™ software. The deployment has enabled the company to support customers much larger than it, and allowed it to experience strong growth without adding headcount to its service department. Specifically, they’ve avoided hiring two full-time equivalent call center positions by using Parature.

Parature helps smart organizations provide world-class service and support while increasing the efficiency and effectiveness of their support teams. “Increasing our customer service efficiency with Parature has benefited our customers and our internal morale. 75% of the improvements we’ve made in customer service are due to Parature. That contributes to greater customer loyalty and revenue,” stated Anne-Marie Bitman, Senior Director – Customer Service at TMA Resources. Parature is a one stop, on-demand customer service software provider that can help organizations reduce the overall cost of servicing and supporting customers. For more information on how to cut the cost of servicing your customers, please read ’7 Ways to Cut Costs & Improve Customer Service and Value in a Down Economy’.

Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. The seamlessly integrated suite of Parature Customer Service™ software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.

Parature, Inc.

Parature, the leader in on-demand customer service software, makes it possible for any business to leverage the Internet to provide outstanding customer service. The company’s software-as-a-service (SaaS) delivery and integrated, intuitive design enables organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. Founded in 2000, Parature received the 2007 Product of the Year Award from Customer Interaction Solutions magazine and has been named to the Inc. 5000 list of Fastest Growing Private Companies in America. For the past three consecutive years Parature has been on the Washington Business Journal’s list of Best Places to Work. Headquartered in Vienna, Virginia, Parature is at work in organizations of all types and sizes, and helps support more than 10 million end users worldwide. For more information, visit www.parature.com.

Parature is hiring talented people, please visit http://www.parature.com/careers.aspx for more information on joining this winning team.

Media Contact:

Dayna Tenorio

571.730.6241

dtenorio@parature.com

###

Find More Trouble Ticket Software Press Releases

Is It Possible To Handle Customer Inquiries Online?

Customer inquiries can account for a large proportion of downtime for sales and support staff. Unfortunately, for each customer with unresolved issues there can be many poor reviews of your product. Fortunately, the internet age has created an ideal opportunity for handling customer inquiries while managing sales downtime. It is called online inquiry assistance.

There are two characteristics of inquiry assistance which are sought by customers. First, they want it to be right the first time, and secondly, they wanted it done yesterday. By the time a customer is speaking with a support representative, odds are that they have tried to use the product, failed, and are experiencing serious buyer’s remorse. By the time a support employee has answered call after call from disgruntled customers, they begin to have poor attitudes as well.

Thankfully, the Internet can provide some relief for both groups through the use of online support materials. These are lists of frequently asked questions (FAQs) and user manuals which savvy customers can use to guide themselves through product education. Ask any support employee how many calls they receive from customers asking basic, FAQ-type questions, and you will understand the value of online support. As you can see, sales and support staff will not be constantly bombarded with as many of these so-called simple calls.

Assuming that online support will not solve a customer’s inquiry, a phone call will become necessary, or will it? By utilizing online chat software, companies can offer customers a non-spoken method of inquiry transmission. This serves two major benefits from the assistance point of view. First, online chat allows customers to describe their problem who would otherwise shy away from a phone call. Second, the inherent difficult in transmitting emotion through chat text should keep incidences of support employee anger and frustration to a minimum.

As another alternative, companies can also rely on email support to augment chat support and online support. In this instance, customers have twenty-four hour product support through FAQs, chat during business hours, and email support which is followed up during the next business day. This is a model that many companies have already put into place for their product support, an idea especially true for the PC industry. Check any major PC retailer website, be they in-house or online sales oriented, and you will likely find many of the support ideas offered above.

So to sum it all up, is it possible to handle customer’s inquiries online? The answer is a resounding yes. By using online methods of support, both the customer and employee gain an informational and psychological advantage that will result in greater customer satisfaction. And as all good business owners know, the more satisfied the customer, the more satisfied the producer. Think about implementing online customer inquiry assistance today, or your competitors may be profiting from your dissatisfied customers.

Call Center, Call Center service, Inbound Call Center Services at Ramshyam Communications Limited

Call Center, Call Center service, Inbound Call Center Services outsourcing firm Ramshyam Communications Limited today lowered its prices in an effort to help small businesses continue to see profits during the economic slowdown. The company will continue to provide the high-quality call center services for which it is known.

“Ramshyam has lowered its offshore call center fees because we feel strongly about supporting our existing and future clients during these difficult times,” stated Sandeep Periwal, founder and CEO of Ramshyam Communications Limited. “Yes, it will have an effect on our own profits, but the current economic climate in the U.S. requires businesses to take drastic measures to keep their margins intact. That can only be achieved by reducing costs, and that’s where Ramshyam Communications Limited steps in.”

From its world-class operations facility in Mumbai, Ramshyam Communications Limited provides a full range of call center services, including phone support, an e-mail answering service, live chat support and a variety of back office tasks. The company focuses on serving small businesses that cannot afford their own in-house call center operations. Ramshyam has also decided to offer advanced customer support tools like live chat software, trouble ticket software and VoIP-PBX servers for free. These tools are of immense help when offering customer support.

Ramshyam’s services reflect its commitment to customer service – and to smaller businesses. Clients pay no upfront fees like Set-up or Training fees, and the company’s 24/7 call center service require no monthly or yearly contracts. Unlike many offshore call centers, Ramshyam phone operators speak in neutral-accent English – a plus for companies whose clients are primarily based in North America.

“Customer service and strong business ethics have always been the cornerstones of Ramshyam Communications Limited’s offshore call center services,” said Periwal. “Lowering our prices to help our clients pull through a recession period is the most obvious way we can make sure our customer service and business ethics are the best in the call center industry. Lowered call center expenses free up our clients’ resources to focus on keeping their businesses viable right now.”

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