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August 16, 2010

Parature for Facebook Now Available

By Anshu Shrivastava, TMCnet Contributor

Parature, a global provider of on-demand customer service software, has announced the availability of Parature (News - Alert) for Facebook, making it the only customer service application that enables direct customer engagement through Facebook.

Delivered on-demand via Parature’s software-as-a-service (SaaS (News - Alert)) model, the Parature for Facebook application helps companies, educational institutions and government associations directly engage with their Facebook fans.

Company officials said that the interaction helps resolve service issues, answer pre-sales questions and conduct one-to-one customer interactions, all within Facebook (News - Alert) and accessible via an installed Support Tab on a Facebook page.

The company’s several new and existing customers have signed on as users of Parature for Facebook. The language learning software provider has Rosetta Stone unveiled support and service through Facebook to its over 6,000 fans.

“Our Facebook presence is key to our customer acquisition and retention strategies, and we knew we needed a way to foster stronger relationships and resolve any questions or issues encountered by our growing Facebook fan base,” said Jay Topper, senior vice-president of customer success at Rosetta Stone.

Topper said that Parature for Facebook empowers the company to do just that, while fully integrating Facebook as an additional channel into the customer success operations.

Parature for Facebook is designed to meet the market’s increasing demand to provide meaningful communication, service and support through the popular social media platform.

Company officials said that prior to Parature for Facebook, companies had to manually monitor and respond to individual posts. Thanks to its introduction, the companies can now take advantage of a fully integrated solution that automates and streamlines the service and support process within Facebook.

Moreover, by offering customers direct access to service teams through Wall posts, private chat sessions or tickets, the application enables one-to-one engagement in a social forum, according to company officials.

Parature for Facebook comes with several features that are directly accessible via a Facebook page. In addition, they are designed to help customers gain access to sales, service representatives and tools.

“With today's release of Parature for Facebook, Parature becomes the first software company, ever, to provide organizations the ability to extend their sales, support and marketing operations to Facebook and provide direct engagement,” said Duke Chung (News - Alert), founder and chief strategy officer of Parature.

Earlier this year in April, BuilderMT selected Parature’s customer support software.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Juliana Kenny

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