Parature, a cloud-based provider, announced the availability of its Social Customer Service Suite to Parature’s multi-channel customer service offering.
The product suite includes the newly-introduced Parature Social Monitor, a monitoring and response solution designed specifically for customer service teams, and the Parature Facebook Portal, which integrates a 24/7 customer support portal, including self-service knowledgebase, help desk ticketing and live chat, as part of a brand’s Facebook presence. Both solutions can be used independently or together to provide advanced social customer engagement, as well as an integrated part of the overall Parature Customer Service solution.
The Parature Social Monitor is the newest addition to Parature’s Customer Service Desk, centralizing social customer service with the same workflows, business processes and analytics tools as existing customer service channels such as email, help desk ticketing, chat and more. Following custom rules set by the organization, questions, comments and issues from social consumers are automatically created as support tickets to be answered or routed to the appropriate person within the organization to respond in a timely manner.
Social Monitor features provide users with:
- One centralized user interface for customer service agents to monitor and categorize activity from social channels and respond to valid inquiries.
- All teams within an organization, including sales, customer service and marketing, can collaborate to resolve customer inquiries more efficiently and with more effective answers from SMEs.
- Organizations can monitor and manage multiple social media and reply to customers using their unique accounts/personas.
- Workflow and routing rules that ensure all questions are being answered within a timely manner or following set SLAs.
- Sophisticated threading allows businesses to follow and maintain conversations with a single customer amid additional conversations or social noise, creating a deeper one-to-one customer engagement.
- Customer service representatives can leverage existing corporate knowledge bases to deliver consistent answers and/or links to more detailed customer service content.
- Social customer service is centralized with existing customer service channels and multi-channel customer service reporting tools to provide a true 360-degree view of the customer.
Through the Parature Facebook Portal, customers receive:
- Immediate self-service support, allowing customers to find an answer or receive updated information via a complete support center on a brand’s Facebook page.
- Consumers can ask more complex questions or submit support issues via Parature’s help desk ticket system or get immediate, personalized assistance via live chat.
- Deflection customer complaints and issues from your brand’s Facebook wall.
- Increase customer retention and loyalty. Provide a consistent level of service and consistent information to your customers wherever they are, even on social media.