This document provides an overview of Microsoft Parature's customer service and support features, including self-service options like a knowledge base and portal, multi-channel support through live chat and ticketing, and social customer service capabilities. Key features highlighted are the Parature portal for 24/7 online support, knowledge base for answering common questions, and tools for customer service representatives to view customer histories and respond across channels from a central dashboard. Benefits mentioned include reducing issue resolution times, calls/emails, and improving customer satisfaction through personalized support.

1. Microsoft Parature
Presented by
Vaibhav Agarwal

2. Modules Covered
• Parature Self Service Features
– Parature Knowledgebase
– Parature Portal
– Self Service
• Multi-Channel Customer Service
– Parature Service Desk
– Live Chat
– Parature Ticketing
• Social Customer Service-social listening with Parature.
– Parature Social Monitor
– Parature application for Facebook

3. Parature Self Service

4. What is Self Service?
• Self service is a knowledgebase, customer portal, file repository- all in one
Parature Portal
• The 24/7
customer
support
centre
Parature
Knowledgebase
• Self Service
FAQs to
answer
common
questions
Parature
Download
• Repository for
all support
documents
and files

5. Why offer Self Service
• 24/7 Self Service customer engagement
• Increase support team efficiency
• Central and secure location for
product/services information
• Instant gratification is the norm

6. Parature Portal
Flexible, Scalable,
centralized online
customer service portal

7. The Parature Portal
• Customized portal brand styling
– Parature’s flexible layout portal allows for advanced and
customized styling.
– Create a customized solution that revolves around
organization and brand.
• Improved Service offerings
• Measure and report on customer satisfaction
• Proactive customer service live chat
• Searchable Parature Knowledgebase
• Ticket Management System – Parature Ticket
• “My Ticket”- view your tickets online

8. Additional Parature Portal Benefit
• Translate your portal and knowledgebase
– Parature provides language translation using 34
built in language packs
• Provide a mobile support centre
– Easily optimize for a mobile experience across all
devices
• Deploy a single sign-on portal experience

9. Content Management
The Parature Knowledgebase
• The power of custom content
– Provide your customers with the answers and the
information they need using multimedia
• Custom publishing workflow
– Ensure the quality and consistency of all products
and service content
• Supercharge content searching
– Content search based on keyword search results

10. Demo

11. Major Benefits
• Filter search based on audience
• Reduce issue resolution times and repetitive
enquiry
• Reduce the volume of customer support
requests via phone and email.

12. Multi-Channel Customer Service

13. Parature Service
Desk
Central and secure location
for service management

14. Parature Service Desk
For customer service interactions and customer data
• Customer service representative admin panel
– CSR requires only browser and internet connection
– Around the clock service to better service your global user base.
• 360-degree view of customers interactions
– View the service history of all the customer interaction through
each channel
– Store customer data to help your CSRs better support customer
requests
• Mobile Service Desk
– CSR can feel comfortable servicing customer on any device

15. The Parature Chat
• Improve first contact resolution and customer
retention
• Ensure fast and personal support response

16. Parature Ticket Management
• Help your customers with complex issues
– Empower your end users with the ability to submit and
track their tickets via the portal, email and social
• Track and report on cases
– Complete ticket action history of all ticket interactions.
• Resolve support cases easily and effectively
– Fully customizable ticket form
– Integrated into the parature knowledgebase for easy
canned response

17. Social Customer
Service

18. Key Features
• Create support tickets from any social media
activity
• Respond back to social media channels

19. Parature Application for Facebook
• Add Parature multi channel support
– Submit complex questions via parature’s help desk
ticket system
• Add Parature self service to your Facebook fan
page
– Allows user to find an answer or receive updated
information via your Facebook page

20. Parature
Surveys
Insight on customer
satisfaction

21. Surveys
• Take feedback from the customer
• Ensure one response per customer
• Can analyze results to know the status

22. Demo