"Parature has helped us improve efficiencies."

“The insights we gained about our customer base were critical in the early stages of our company's growth, and they remain vital today as we compete on a more global scale. The deployment quickly paid for itself. Today, more than 50 of our employees regularly use Parature, and it continues …

"Parature’s Facebook integration made it easy for customers to submit tickets in regards to our Facebook game – since they’re already playing on the platform, the CS experience is already seamless, as they don’t need to visit an external portal and simply need to allow the Parature app to connect …

"Our biggest improvement was with the self-service offerings. We also found Parature to be much easier to work with from a technical setup perspective and we found the Parature employees to be much easier to work with."

"Before, we had to dig through paper files or email. Now, we just don’t have to. Preparing for audits went from weeks before to now days."

"Previously, any question-and-answer exchanges went into a black hole, but now everything we do is ticketed and reviewed, so we can actually see if there are any trends or issues underlying the problems that come in."

"Even as our customer base has increased, we have not had to add staff . Average resolution times decreased by 80 percent."

“We’ve been enabled to provide our customers a better service, while saving more than 160,000 USD every month.”

"The ease of use of the product, the fact that it is Web-based, and the ability to customize Parature to meet our needs, are some of the most attractive features of Parature. More importantly, the responsiveness of the people at Parature has been wonderful. They are always there to help …

"The system made life a lot easier for our reps, and in turn this makes the customer interaction better, and response times are also better. The functionality also allowed us to better serve our customers through self service, which has had a huge impact, as our install base has increased …

"Web self-service with Parature allowed us to keep support sta levels the same. We’ve grown our client base by 350% without adding headcount, which reduces our cost of providing service."

"Prior to Parature, we were spending about 75% of our time on customer support, and 25% of our time managing the actual process. Now, because of Parature we can spend 100% of our time on customer support."

"We want support to be as prompt as possible. If subscribers have a good experience, then they’ll continue playing with us. Out of more than five million subscribers, the number contacting support is well under one percent."

"Our working processes and productivity have improved dramatically due to the optimization available within the system. Routing and TSAs aid the team to produce high quality and accurate work, which in turn, reduces the wait for our customers."

"We have lot of activity on our Facebook page. We want support to be wherever customers are so it’s convenient for them to connect with us."