Upload
vaibhav-agarwal
View
433
Download
1
Embed Size (px)
Citation preview
Modules Covered
• Parature Self Service Features– Parature Knowledgebase
– Parature Portal
– Self Service
• Multi-Channel Customer Service– Parature Service Desk
– Live Chat
– Parature Ticketing
• Social Customer Service-social listening with Parature.– Parature Social Monitor
– Parature application for Facebook
What is Self Service?
• Self service is a knowledgebase, customer portal, file repository- all in one
Parature Portal
• The 24/7 customer support centre
Parature Knowledgebase
• Self Service FAQs to answer common questions
Parature Download
• Repository for all support documents and files
Why offer Self Service
• 24/7 Self Service customer engagement
• Increase support team efficiency
• Central and secure location for product/services information
• Instant gratification is the norm
The Parature Portal
• Customized portal brand styling– Parature’s flexible layout portal allows for advanced and
customized styling.– Create a customized solution that revolves around
organization and brand.
• Improved Service offerings• Measure and report on customer satisfaction• Proactive customer service live chat• Searchable Parature Knowledgebase• Ticket Management System – Parature Ticket• “My Ticket”- view your tickets online
Additional Parature Portal Benefit
• Translate your portal and knowledgebase
– Parature provides language translation using 34 built in language packs
• Provide a mobile support centre
– Easily optimize for a mobile experience across all devices
• Deploy a single sign-on portal experience
Content ManagementThe Parature Knowledgebase
• The power of custom content
– Provide your customers with the answers and the information they need using multimedia
• Custom publishing workflow
– Ensure the quality and consistency of all products and service content
• Supercharge content searching
– Content search based on keyword search results
Major Benefits
• Filter search based on audience
• Reduce issue resolution times and repetitive enquiry
• Reduce the volume of customer support requests via phone and email.
Parature Service DeskFor customer service interactions and customer data
• Customer service representative admin panel– CSR requires only browser and internet connection
– Around the clock service to better service your global user base.
• 360-degree view of customers interactions– View the service history of all the customer interaction through
each channel
– Store customer data to help your CSRs better support customer requests
• Mobile Service Desk– CSR can feel comfortable servicing customer on any device
The Parature Chat
• Improve first contact resolution and customer retention
• Ensure fast and personal support response
Parature Ticket Management
• Help your customers with complex issues– Empower your end users with the ability to submit and
track their tickets via the portal, email and social
• Track and report on cases– Complete ticket action history of all ticket interactions.
• Resolve support cases easily and effectively– Fully customizable ticket form
– Integrated into the parature knowledgebase for easy canned response
Key Features
• Create support tickets from any social media activity
• Respond back to social media channels
Parature Application for Facebook
• Add Parature multi channel support
– Submit complex questions via parature’s help desk ticket system
• Add Parature self service to your Facebook fan page
– Allows user to find an answer or receive updated information via your Facebook page
Surveys
• Take feedback from the customer
• Ensure one response per customer
• Can analyze results to know the status