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August 13, 2010

Rosetta Stone Now Offering Dedicated Customer Support on Facebook via 'Parature for Facebook'

By Susan J. Campbell, TMCnet Contributing Editor

On-demand customer support software provider Parature has announced that Rosetta Stone will become the world’s first company to offer dedicated customer service on Facebook (News - Alert).

The provider of technology-based language learning solutions will use Parature for Facebook to quickly and easily engage customers directly on their Facebook Wall or one-to-one from their new Support Tab for private issue resolution. Rosetta Stone focuses on changing the way the world learns languages and will use the industry’s first customer service and support application for Facebook to drive the adoption of Rosetta Stone TOTALe, an innovative, language-learning solution.

Rosetta Stone TOTALe is designed to build on and enhance the effectiveness of the Rosetta Course enabling the seamless integration with coach-led practice sessions, fun and engaging language games, access to native speakers and encouragement from customer success agents. Individuals taking advantage of the TOTALe solution will have access to their own customer success team for live guidance and encouragement.

Parature (News - Alert) Customer Service software will support Rosetta Stone in its efforts, promoting the company’s customer-centric environment via its multi-channel support offerings, including an integrated customer portal, chat, knowledgebase, ticket system, and now Parature for Facebook. With so many options, customers can select their own preferred method of support. This latest solution from Parature will enable Rosetta Stone to monitor Facebook wall conversations, posts and comments in real-time so that interactions can be properly routed, responded to and reported on, while also gaining a new level of customer visibility and engagement.

“We are excited to have an integrated application that enables us to engage further with our learners in this popular social media channel,” said Jay Topper, senior vice president of customer success at Rosetta Stone, in a company statement. “We put incredible focus on our learners’ success; and providing a superior overall experience. This will encourage our learners to socialize with Rosetta Stone at any time, from anywhere, in multiple languages, and in a manner that fits in well with their communications style. Parature for Facebook is another strategic channel to help us accomplish this goal.”

It isn’t any surprise that customers are increasingly relying on social media channels such as Facebook, Twitter and blogs to find recommendations on brands, access usage tips, share content and praise or criticize a company on their customer service. All of these activities affect brand perception. Parature for Facebook takes advantage of these opportunities, enabling a company to drive the brand perception from their side of the interaction. By leveraging this unique social platform, companies like Rosetta Stone can actively engage with and support customers in an application they prefer. This application also enables departments beyond customer support teams, from HR and recruiting to Product Management and Marketing to monitor Facebook pages.

“Parature is extremely excited to announce Rosetta Stone as our first customer to launch the Parature for Facebook application,” stated Parature CEO Tim Davenport. “Social media channels have largely been ignored by many companies, from a customer service standpoint, however it’s important that businesses be where their customers are to take part and engage in conversations that will happen with or without participation from them.

“As Facebook quickly becomes the go-to destination for customer engagement and relationship building, Parature is proud to be the first and only customer service and support software provider to enable multi-channel service within this social medium. Parature is committed to the success of its customers and dedicated to delivering innovative technology to further enhance the multi-channel service and support experience at an affordable price,” Davenport added.

For the latest in Parature news, check out Rich Tehrani’s (News - Alert) blog for the opportunity to view a recent video interview.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Patrick Barnard

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