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March 30, 2010

Parature Woos Helpstream Customers with the 'Helpstream Switch Easy' Program

By Patrick Barnard, Group Managing Editor, TMCnet

Parature, a leading provider of customer support software, has introduced the Helpstream Switch Easy program, a new program to help companies make a fast and smooth transition from Helpstream to the Parature (News - Alert) Customer Service software suite.

Companies that sign up for the program will be able to make use of Parature’s Professional Services to make a smooth transition from Helpstream to Parature’s Customer Service software. The team will manage the transition from start to finish, including reviewing the existing Helpstream system and assisting in carrying out feature setup. In addition the team will provide customers with an overview and complete setup of the Parature system, based on their specific requirements.

Companies that sign up for the Helpstream Switch Easy program will also get Dedicated Account Management from Parature’s account management team. The team will conduct 90/180/270 day check-ins to verify that Parature is meeting or exceeding expectations and that the customer is achieving their stated objectives.

In addition, Parature has prepared a special pricing structure to give Helpstream customers an incentive to make the transition.

Marketo (News - Alert), a global leader in marketing automation software, has already taken advantage of the Helpstream Switch Easy to make the transition to Parature’s customer support software.

“Marketo takes customer success very seriously, and it’s essential that we provide top-tier service as part of our customer experience,” said Phil Fernandez, president and CEO of Marketo, in a release. “The Helpstream Switch Easy program, combined with Parature’s reputation and integrated software suite, made it easy for us to choose Parature Customer Service software for our support needs.”

“Marketo is known for providing breakthrough innovation and explosive revenue growth, and we are delighted they have chosen Parature Customer Service software to help manage their customers’ experience,” said Tim Davenport, CEO of Parature. “We are committed to setting the standard for support teams worldwide with our fully integrated customer service software suite, and we will continue delivering advanced technology to market providing the smartest, most efficient way for organizations to support their customers, increase customer satisfaction and loyalty, and reduce costs.”

Parature’s customer support software suite includes a Web portal that is seamlessly integrated with an organization’s Web site which its customers can use for a variety of self-service options, including a knowledge base (FAQ) where customers can get answers to their basic questions without having to wait on hold to speak with a live call center agent; or forums where they can start discussions with other customers about a company’s products or services. In addition customers can open up a chat session with a live agent. Or they can download documentation – such as a user’s guide or schematic – directly from the portal via a download module.

The system also allows customers to create their own service tickets. So, for example, if a customer can’t get an answer to their question using the other “channels,” available through the portal, they can open up a ticket by clicking on a ticket icon – and issue a ticket to a CSR (News - Alert), who will pick up that ticket based on skills based routing.

Perhaps most important this system captures all customer data and packages it into a wide range of reports so that it can be analyzed for the purpose of driving strategic business decisions.

Parature recently announced that its Parature Customer Service solution has been selected as a finalist for the Software & Information Industry Association’s CODiE Awards in the Best Relationship Management Solution category. All finalist products will now be reviewed by members of the Software & Information Industry Association (SIIA). Winners will be announced in May.

Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard

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