Parature Maintains 96% Self-Service Rate Using Own Customer Service Software

The company’s high self-service rate is consistent with findings about the future direction of customer support, as mentioned in a customer service software research report authored by analyst firm Yankee Group2. This report states that the number of Web self-service interactions are anticipated to increase by 86% through 2007, while live phone support is anticipated to decline by 18% during the same time period. The research results confirm the trend seen by Parature that self-service is increasingly customers’ first choice for primary support interactions.

Parature’s self-service is enhanced by supplemental materials found at ParaUnity, Parature’s online customer community that includes best practice articles authored by fellow customers, tips and tricks shared by clients and Parature staff, product documentation, as well as in-depth tutorials and training.

“Such a high self-service rate has benefited Parature not only due to the success of our customers, but also in our efforts to further improve the quality and effectiveness of the self-service aspects of our customer service software,” said Duke Chung, CEO, Parature. “Self-service is quickly becoming imperative for support organizations due to customer demands for fast, convenient and easy access to information, particularly on a 24x7 basis as individuals often work outside of standard business hours or in other global time zones.”