Poor planning for social customer service results in long response times and an inconsistent customer experience.
Twitter, Tumblr, and Pinterest users who have recently contacted customer support for their accounts should be on the lookout for suspicious emails. Zendesk, which provides customer service software for all three social media sites, has reported a security breach.
Parature working with Evernote positions itself as a leader in social customer support online with the ability for breadth: from customer support within social games on Facebook like earlier this year with Konami, to raising questions about pharmaceutical support on Facebook, to mainstream consumer web support like Evernote and even Threadless.
Working with Evernote is example of how Parature tries to differiente itself from ZenDesk by becoming known for large support networks with enterprise platforms. Parature also differentiates itself from ZenDesk and other support vendors like RightNow (recently an acquisition target by Oracle) by providing product modules like Parature for Facebook that allow support teams to interact with and solve customer issues through popular social networks like Facebook and Twitter.
“Multi-language support is very important to us. Evernote adds new languages to its products on a regular basis, which means that we need a customer support solution that can address the needs of users in various geographies,” said Phil Dean, Evernote’s VP of Customer Satisfaction. “We also value Parature’s excellent email support.” Since the Parature and Evernote integrated customer service has already seen a huge improvement which can also be measured by Parature’s reporting tools.
Since the two integrated, Evernote is now meeting 100% of their SLAs for premium inquiries. Additionally, they have decreased training time by focusing agents on specific skills-based queues. As agents gain experience, Parature provides easy-to-manage functionality to add queues for each agent. Evernote’s customers are also benefiting from Parature’s Knowledgebase and EasyAnswer feature which allows its customers to search a comprehensive FAQ and find their own answers, cutting down on the number of tickets that need to be submitted and processed.
“Evernote is a great example of a global company that needs a cloud-based, multi-language support system that can service clients anywhere, anytime,” said Duke Chung, Co-Founder and Chairman of Parature. “We are proud to power Evernote’s customer support portal, and are thrilled they’ve already seen improvements in their response time to customers as well as gains in internal efficiencies.”
As more commerce shifts to online so does it support, could Parature eliminate the customer support 800#s?