Maximum versatility for high traffic clients
July 30, 2014

Maximum versatility for high traffic clients

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Parature

We manage the customer service of a client that purchases Parature service. Therefore Parature is provided to us. The project is in the entertainment industry and we use Parature to address customer questions regarding their products and websites. As for business issues, Parature is able to handle the diverse departments within the projects that need to be addressed. Adjusting filter settings and dropdown ticket values that customers need to input help get the right questions to the right people.

Pros

  • Parature is greatly diverse in the ways that queues can be set up. With just one service, the interface can be hyper organized to handle multiple departments and can therefore cover multiple related websites at once.
  • The filter and drop-down settings are fantastic. When events are being held on the client's websites, we can adjust the ticket entry with fields that will help us organize questions during high traffic periods.
  • Individualized profile interfaces for customers let them know the status of their ticket and the visibility reduces customer confusion.

Cons

  • The only downside we've found to using Parature is the price per seat. Having individual seats for a whole team can become a bit costly.
  • Employees are required to be efficient in order to use the Parature service. As a high volume of inquiries come in, they become the front line of organizing tickets into the correct departments.
  • The reports and statistics that can be generated with the Parature service greatly assist in quality assurance reviews for employees.
  • The ability to sort inquiries by queues ensures that the right questions reach the right departments and increases efficiency in providing solutions.
  • Changing customer-facing ticket fields requires customers to provide needed information from the get-go which helps them receive solutions faster.
Parature service is provided by our client and we have adapted our ticket income to the versatility of this service to the point where reversing or undoing the current processes would be an endeavor and greater investment than simply renewing the service. It's a reliable service that rarely has any technical issues, but when an error occurs the support and development teams are usually already investigating the cause and have it addressed immediately. With such a great working service, there's little reason not to renew.
Parature is meant for users with moderate to advanced technological expertise. A situation where it may not be appropriate (but will still get the job done) is for simple question-answer services or for teams that require simpler or minimalist, straightforward interfaces. Parature would be wasted on low traffic clientele. It is meant to handle high volumes of inquires that require organization for efficient solutions. It can handle as much volume that can be thrown at it, meaning it will be a reliable service if 10k+ inquiries come in per week.

Questions to ask when selecting a ticketing service would be:
- What is the volume of inquiries for this project? High or low?
- How proficient is the team in digital organization?
- Would the team prefer a simpler interface?
- How many seats are needed for the team to function correctly?

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