Parature is a cloud-based customer service solution from Microsoft for small to midsized businesses (SMBs). It provides a knowledge base, which allows companies to provide self-service options for customers so they don’t have to call the contact center.
Parature also features multi-channel interaction, which creates a unified user experience across both internal and external support channels. It is available in 50 markets and 10 different languages across the world. It also integrates with Salesforce, as well as social media channels such as Facebook, Twitter, YouTube, LinkedIn and Instagram.
This solution is suitable for clients in several industries, such as education, travel and hospitality, media, public sector, high technology, gaming and others. Key clients include Ask.com, IBM, The Washington Post and Playfirst.
Dyrelh V. Especialidad: Comercio minorista Número de empleados: 51-200 empleados
It's a great tool to get the job done effectively but it could use some visual updates.
I liked how organized all the queues were and all the internal documentation capabilities it had. We used it as our CS ticketing system and at the time, it was exactly what we needed.
The user interface was very plain and boring. It had no color and just seemed like the designers didn't care too much for it.
Jeffrey S. Especialidad: Educación primaria/secundaria Número de empleados: 201-500 empleados
Parature is a great solution that met all our needs.
Easy to customize reports and gather data. The functionality and ease of use make it extremely easy to train new employees on how to use the solution.
The customer portal has some limited functionality when branding it for our organization. Although the solution and appearance is for the customer portal was very professional and definitely served our needs.
Rusty W. Especialidad: Software informático
We purchased Parature before it was acquired by Microsoft. We found the vendor to be responsive to our needs as well as prompt with their replies. The application itself is very flexible and offers a feature I've not seen in any competitor - the ability to host downloads and control the access to those downloads. So if you are a software company that delivers your products electronically, this could be the "killer" feature for you.
It's expensive, and with the acquisition by Microsoft, the future of the product is unclear.
Match the features to your requirements first. Cost is secondary. An inexpensive solution that doesn't do what you need is of limited value.
Jamie L. Especialidad: Software informático Número de empleados: 13-50 empleados
Overall experience was good, but Customer Service was slow at times.
The product was easy to use and I found it easy to report on time spent by agents internally as well as time spent reports for clients to see how much support time clients used.
It did not integrate easily with a lot of other products that our company was interested in using and Parature was a costly product on it's own. .
I have been using Parature for roughly 5 years. From my first day using the software I found it intuitive and robust. There are not many things that you cannot custom to fit your business ticketing model using this product.
It has automation and a knowledge base for self service and a variety of other options to make supporting clients a positive experience.
The incorporation of ticket routing rules, sla's and email alerts will allow one to create a very robust design depending on how much effort put into the design. As with any system, it is important to dedicate a system administrator to ensure the best user experience.
This product was designed to provide a high ROI and it will reduced support costs as we have seen.
One of the weaknesses of the product is in the inability to be able to upload a multi-page HTML document/guide which can cause some support issues. A pdf file covers this but it does add to the support duties as the PDF output must be reviewed and formatted correctly.
As well, access to high level engineering has pretty much disappeared and communication on updates to issues and product development can be improved on. This is why I have given a low customer support rating.
It would be nice to see Parature's original product support efficiency and dedication to the customer base in the current and future offering.