What users are saying about
12 Ratings
12 Ratings
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Score 8.7 out of 101

Likelihood to Recommend

Parature

Parature works great as a customer engagement and case tracking tool. For anything more in depth, one should start looking at other [customer service software] products
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Pros

Parature

  • Syncs all support emails into cases that can the be prioritized, monitored, and tracked.
  • Provides easy canned responses to common support questions helping save time.
  • Provides live chat.
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Cons

Parature

  • Chat is not very steady. It often logs you out when you do not realize it.
  • Chat options, reporting, and so on are very limited.
  • Unfortunately, Parature's own support team is not very efficient.
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Likelihood to Renew

Parature

Parature 6.1
Based on 10 answers
The self help portal has proven to be a winner with our client base. It took time to make it as usable as it has become. We would not want to start over with a new solution. We also feel the pricing structure is fair. There really is no compelling reason to consider alternatives.
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Usability

Parature

Parature 2.0
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

Parature

Parature 7.5
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.
Rusty Wilson profile photo

Support

Parature

Parature 1.0
Based on 1 answer
Nothing ever seemed to get resolved
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Alternatives Considered

Parature

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

Parature

  • Customer Satisfaction has improved dramatically for several reasons. First, our prior solution was cumbersome and provided a very poor customer experience. It was also difficult to use from the CSR side. The Parature interface is clean and fast for both users and CSRs. In addition to creating a better customer experience, this allows us to process more tickets resulting in higher satisfaction. Overall, satisfaction is up approximately 60% since we deployed Parature and ticket throughput is up approximately 40%.
  • The built in reporting - and optional advanced reporting - are extremely powerful. We do make use of the advanced reporting module, but 80% of the data I use to run my business comes from the built-in reports. The reports are indispensable and I rely on them to make adjustments based on many factors including ticket volume, response and resolution times, performance against SLA, and CSR performance. I've been able to increase team efficiency by about 15% using this information.
  • Because Parature is used by Engineering, Sales, Services and Customer Support, there is a high level of collaboration that takes place resulting in better information sharing across the various organizations within Zenoss.
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Pricing Details

Parature

General

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

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