What users are saying about
12 Ratings
12 Ratings
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Score 8.6 out of 101

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Likelihood to Recommend

Parature

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
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Pros

  • It's functional. It does what it needs to do without too many excess frills or features.
  • Uptime was generally good and we were usually notified of any planned outages.
No photo available

Cons

  • Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
  • The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
  • Support was often unresponsive when contacted for unplanned problems.
  • The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
  • It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
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Likelihood to Renew

Parature6.1
Based on 10 answers
We left Parature for Salesforce Service Cloud. While Parature was functional, as our business matured we needed better support, more stability, and a lot more features. In addition, it integrated with our sales, marketing, and finance department, allowing us to all use a single solution and be able to share information across departments.
No photo available

Usability

Parature2.0
Based on 2 answers
It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
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Reliability and Availability

Parature7.5
Based on 2 answers
They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
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Support

Parature1.0
Based on 1 answer
Nothing ever seemed to get resolved
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Alternatives Considered

Salesforce is so much more intuitive and the layout is so much better. I never had any training nor did I need it with SF and with Parature it was a constant battle to understand its issues. I don't like to feel I have to resort to a manual every time I use the product
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Return on Investment

  • Tickets seemed to disappear in the data base.
  • The back end dynamics of the program as far as programming were so complex it was hard for our programmers to diagnose
  • There was no training offered and when you had to call in for support it took days or weeks to get a response.
No photo available

Pricing Details

Parature

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details