Cloud-based customer service software outfit, Parature, has taken the wraps off of a new version of Parature Service Desk. New with this release is a redesigned agent interface to grant more efficient access to customer information.
This release also offers a Ticket Toolkit, which shows the top 10 customer and account fields. The new Advanced Customer Search feature in this release allows CSRs to enter a search term to trigger a search on the customer across all fields, including custom fields, account name and SLA.
Real-time Parature Performance Updates introduced in this release allow users to check and view the performance status of Parature, and provide RSS notifications of any system issues. Something that Parature calls Share Ideas enables users to submit and vote on product enhancements and feature requests.
Audit History/Change Tracking tracks who has made what changes to customer and account fields at what times. Other new features with this release include Comparisons for Null, Not Null to Criteria Editor; Custom Assign Action; Discrete CC Notifications; Email Reply Settings and Parature to JIRA Integration.
And a new mobile service desk from Parature offers Web-based mobile access to the Parature service desk via all major mobile and tablet browsers (W7, Android, Mobile Safari) and doesn’t require an app installation.
Parature offers a Software-as-a-Service (SaaS) product suite that supports more than 40 million end users worldwide in diverse industries, including government, higher education, gaming, retail, interactive media and software and technology.
“As customers, we have gone from patiently standing in line and very personal face-to-face and voice-to-voice interactions to an online world where everyone perceives they’re at the front of the line, and they have a level of anonymity and detachment that allows them to be bolder and more demanding of an organization’s customer service department,” said Duke Chung, Parature chairman and co-founder. “Online customer service changed businesses, too, demanding that brands invest in technology and develop an entirely new service strategy around multiple channels.”
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