Parature Picked by Webs.com for Customer Service

By David Sims

TMCnet Contributing Editor

 

CRM vendor Parature (News - Alert) says that Webs.com has selected Parature Customer Service software to manage their customer service and support. Webs.com is a social publishing platform that lets users build Web sites for an active community.

 

James Watson, Director of Customer Relations for Webs.com, says they wanted a new customer support system to correct an “inadequate process to provide customer support.” As a Web-based company, according to the Paraturians, they wanted customer service software that was also Web-based, as pretty much anybody with an IQ over room temperature these days does.

 

Last month TMC’s Stefania Viscusi reported that Playfish chose Parature to help with the challenge developers of the latest social gaming phenomenon have in “keeping up with customer demands and managing player support requests. To improve communications with customers, it is important to have quality support teams.”

 

One thing Webs.com wanted was the ability to make service or product announcements, or even answer a commonly asked question without accessing another application or requiring the assistance of another department, on a Web interface that looked like their presence, not a third-party fulfillment vendor.

 

Watson noted that Webs.com grew from fourteen products in 2005 to over fifty in 2008. “Volume isn’t an issue for us, but efficiency is crucial,” he said, adding that the company needs to be “able to present information in the knowledgebase and the rules based routing within the ticketing system.”

 

The video games Playfish develops are published on social networks like Facebook (News - Alert) and include top-10 hits such as Bowling Buddies, Pet Society, Who Has The Biggest Brain? and Word Challenge. 

 

Founded in 2000, Parature received the 2007 Product of the Year Award from Customer Interaction Solutions magazine and has been named to the Inc. 5000 list of Fastest Growing Private Companies in America. For the past three consecutive years Vienna, Virginia-headquartered Parature has been on the Washington Business Journal’s list of Best Places to Work.