Parature, a global leader in cloud-based customer service software, announced today a new version of its Parature Service Desk to streamline efficiencies for customer service representatives (CSRs). This sophisticated next-gen version of the Parature Service Desk is a strong example of Parature’s brand promise, Customer Service Software That Revolves Around You (TM), and the company’s continuing commitment to customer service excellence.
With the 2012 Parature Service Desk software, CSRs will log into a brand new agent interface with faster, easier access to customer information, as well as improved usability and readability for even more efficient customer service and support.
“We are extremely impressed with the new layout and user interface from Parature,” said Jeffrey Mullins, Assistant Director of Journal Services, American Chemical Society. “With this version, our agents can conduct advanced customer searches, access important account information, and view service histories more quickly than ever before. The new look and the new functions are exciting. When we can save time for our agents, and make their jobs easier, then we are able to provide better, more thorough service to our customers with faster response times.”
In 2012, Parature revised its branding with a new logo, new website and an updated, forward-thinking look and feel for the company. But the change was not just a visual one. With the rebranding, Parature firmly established its competitive differentiator: customer service and customer service software that revolves around Parature’s customers.
“Our customers’ experience, and in turn, the service experience of their customers, is incredibly important to us,” says Ching-Ho Fung, CEO and Co-founder of Parature.
“As we approach 50 million end users, innovating Parature’s service desk means even more to us,” says Fung. “For our new customers, and for those who have been with us more than a decade, we want to give them the best UI available, a UI for the next generation of service agents.”
Features of the 2012 Parature Service Desk include:
Service Desk User Experience Enhancements -
The new service desk now reflects Parature’s new branding, giving Parature users improved usability and readability, with more service desk information now located above the fold and available for view without additional scrolling. This next-gen UI makes key customer service processes and the 360o view of the customer quickly accessible for improved usability.
New Customer Toolkit -
The Ticket Toolkit puts the most critical customer information in view at all times showing the top 10 Customer and Account fields. Agents also have one click access from the Toolkit to open full customer or account information in a new tab. A new WYSIWYG editor provides increased speed and usability.
Advanced Customer Search –
Agents can now find customers more quickly and easily via a single search. An updated Customer Quick Search feature now searches across all fields for a contact. CSRs simply enter their search term and Parature’s software searches across all fields on the customer including custom fields, account name and SLA.
Real-time Parature Performance Updates -
Status.parature.com provides real-time information on the performance of the Parature system, allowing Parature users to conveniently check and view the performance status of Parature at any time, and provides RSS notifications of any system issues.
Share Ideas for CSRs -
Share Ideas allows Parature users to submit and vote on product enhancements and feature requests. Parature continuously reviews all submissions and votes and uses these as inputs to the product roadmap. The product team updates ideas as they are placed on the roadmap, planned for a next release or released into production.
Audit History / Change Tracking –
Customer Administrators can now track who has made changes to Customer and Account fields, when they made changes, and what changes have been made to provide for better accountability when it comes to all-important customer and account information.
Email Reply Settings -
New settings provide control over how Email replies act on Closed or Solved Tickets.
Discrete CC Notifications -
A new option specific to notifications to CC’ed Customers or CSRs ensures companies reach the right audience with its message.
Custom Assign Action -
Ticket Administrators have the ability to map assign or clone actions to a specific Queue or Department. In turn these actions can be integrated into the workflow to only be available to specific users or at specific times.
Comparisons for Null, Not Null to Criteria Editor -
New Criteria Editor supports “null” and “not null” comparisons, simplifying rules logic and making it easier to maintain.
Parature to JIRA Integration -
This integration improves collaboration and communication between your support agents working in Parature and your developers working in JIRA, the leading bug tracking and project tracking software, by automatically creating JIRA issues from Parature tickets and updating important information between the two systems.
“What’s terrific about Parature is that they listen to their individual customers’ ideas and requests for their product,” says Nancy Porte, Vice President, Customer Experience for Vovici, a Verint company, “and the enhancements they make, like the ones in this release, improve customer service processes for everyone.”
Mobile Service Desk
Parature is also introducing its mobile service desk which includes web-based mobile access to the Parature Service Desk via all major mobile and tablet browsers (W7, Android, Mobile Safari). The service desk always remains up to date, with no app to update or install. Agents can easily switch between multiple Parature departments, look up tickets by ticket number, access ticket views and queues, perform actions and update tickets.
“We’ve designed this new version of our Service Desk with the agent in mind, incorporating important feedback from our clients on what would make things more efficient for them,” says Fung. “We’re proud to roll out these features to our more than 1,000 customers, and will continue to make improvements to both our Service Desk and Customer Portal to constantly improve on the customer service experience and ensure our commitment to service excellence.”