In today’s mobile, connected world, consumer expectations are higher than ever. Customers expect to be able to ask a question or make a request through any channel and be provided with an immediate answer.
According to the 2014 Global State of Multichannel Customer Service Report, more than 90% of consumers now expect brands or organizations to have an online customer self-service offering, and 68% stopped doing business with a brand due to a poor customer service experience. The best and brightest of organizations today know that investment in innovations to empower agents, employees and customers with answers is not one that can be ignored. Enter Parature.
What is Parature?
Parature, from Microsoft, is a cloud-based customer engagement tool built on three platforms: Real-time knowledge management, 24/7 self-service portals and seamless, multi-channel customer experience across web, live chat, social, mobile and more.
- Knowledge Management: Delivers consistent answers, information and brand messaging across all channels for real-time customer service and response
- Self-Service Portals: Provides 24/7 self-service access to information increasing first contact resolution and customer satisfaction
- Multi-Channel Engagement: Provides organizations with a unified, cloud-based service desk that increases efficiency and effectiveness through consistent collection, management and resolution of customer service issues
Why should I care?
According to Microsoft, “Parature is a perfect fit for every business and will enable us to offer customers one of the best cloud-based solutions for customer self-service. This is a compelling combination for organizations committed to delivering the best service experience that consistently exceeds their customers’ expectations.”
Imagine your customers being able to type in a question on your website from their mobile device, have Parature comb your organization’s knowledge base for related solutions, submit a support case and see responses and updates – all seamlessly from within your online experience.
What if your agents could review requests in real-time and respond accurately and immediately with access to a centralized, searchable knowledge base?
How does it integrate with Dynamics CRM Online?
While Parature provides easy-to-access knowledge in order to deflect a high volume of frequently asked questions, it is the Dynamics CRM Online integration that empowers customer service representatives (CSRs) to focus on engaging with customers to resolve more unique challenges. With easy-to-use response tools like live chat and the Social Customer Service Suite, Parature and Dynamics CRM work together to provide amazing customer experiences. Also, Knowledge Base articles can be authored directly within CRM. Watch the demo video below to see it in action:
Key Features and Functionality
- Cross Channel
- Social Media Monitoring and Integration
- Customer Service Agent Enablement
- Proactive Service Intelligence
Below are two live examples of effective customer hubs built with Parature:
Iris by Lowe’s
Nucleus Research Project – Why do you need Parature?
This report is worth reading – Nucleus interviewed 37 customers using Microsoft Solutions like Parature, and found that they could gain significant benefits from increasing their service model maturity from basic functional interaction to dynamic engagement. Organizations achieved benefits in four main areas:
- Reduced costs
- Increased productivity
- Improved customer satisfaction
- Support for growth
This is the second of 16 posts covering the best of Microsoft Dynamics CRM – best practices, features and integrations in 2016.
Named the 2015 Microsoft Partner of the Year for Cloud Packaged Solutions, SADA Systems specializes in Dynamics CRM Online consultation and deployment. For any questions about Parature or Dynamics CRM Online, email us at firstname.lastname@example.org. Click below to read or download the full report from Nucleus Research.