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David Sims - TMCnet CRM Alert Columnist[March 28, 2005]

Under Paratures Parasol With Webroot

By David Sims, TMCnet CRM Alert Columnist

Parature, a provider of on demand customer support software, announced today Parasol IT, a UK provider of web-based accounting services has selected Parature to help work with their expanding customer base.

Business has evidently been improving at Parasol IT, so much so they needed to upgrade their customer support products. After an initial evaluation period, Parasol chose Parature for its easy to use feature set.

Prior to implementing Paratures tools, Parasol IT supported its customers over the phone and by providing a static list of FAQs on their website. Paratures Enterprise Edition lets Parasol provide multiple channels of support to their customers on a 24/7 basis.

Jon Harris, Service Manager at Parasol IT said the Parature tools were tailored [for] the needs of both our support team and our customers. This goes well beyond what the other companies had to offer. When discussing a support solution with other vendors, I felt that they were not listening to my support needs and strictly wanted to close a sale, however with Parature, they listened to my issue and acted more as a partner than a vendor.

Parature has also announced recently that Webroot Software, makers of Spy Sweeper and other privacy and protection solutions for Internet users, chose Paratures customer support tools to provide self-service customer support channels.

In July 2004, Webroot received its second-straight PC Magazine Editors Choice Award for its anti-spyware solution, Spy Sweeper. The resulting publicity attracted more than one million new customers in a matter of days. While thrilled with the company amazing growth rate, Webroots support department quickly found itself with an estimated backlog of 3 weeks worth of support issues.

Acting quickly, Webroot began to investigate support solutions, and selected Parature for its on demand support model and depth of features

Prior to using Parature, Webroot resolved customer support issues with a static FAQ site, email and phone support. Ling Richardson, Director of Consumer Support at Webroot said In our first month using Parature, 168,000 users visited our support site and submitted 26,000 support tickets. With our old channels of support, that amount of phone calls and emails would have overburdened our staff, but by implementing Parature, 85% of our support inquiries were successfully handled through self-service channels.

David Sims is contributing editor and CRM Alert columnist for TMCnet.

To discover how contact centers can save money and increase productivity by making the switch to IP Telephony, be sure to attend TMC's IP Contact Center Summit May 24-26, 2005, in Dallas, Texas.

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