Parature: Self Service Portal Success
August 16, 2014

Parature: Self Service Portal Success

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Hosted solution

Modules Used

  • Self service portal

Overall Satisfaction with Parature

Parature is used to allow clients to access our product support and help desk. The idea is for the service to cut down on live interactions with our staff. A year after implementation our call volume was down over 20%. As our knowledge database grew over time it has proven to be a more valued tool. The self service portal (and Parature) is used by our Client Service team (a group of about 25 members). The business problem the self service portal addresses is scaling our support offering as our client base grows without drastically adding staff.

Pros

  • Knowledge base- easy to use (as reported by our clients)
  • Ticketing system
  • Reporting- very helpful to monitor quality

Cons

  • Implementation- I think they have worked on improving this since we launched
  • Custom requests
  • Perhaps an interface with other business systems
  • The first year of the self service portal: client base increased 35%, calls to our service line actually decreased over 20%
  • Clients tell us they enjoy the ability to contribute to others success
  • Team retention has improved. They tell us that the self service portal has cut down on basic functionality calls. This allows them to focus on calls that are of high impact / value.
  • The self service portal has been a feature that has help in closing sales. Clients feel more confident implementation will be less painful as the tool is available anytime.
There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs.
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.
The service works well for us because our client base is fairly computer / network savvy. The issues they run into are fairly similar across the board so a knowledge base is ideal. It may not work as well for situations of a mission critical nature. Also, our user base is a close knit group that is very interested in each other's success. We are releasing new products on an annual basis as opposed to constant change.

One feature of the product that has worked very well is the ticketing system. Leadership can watch the ticket flow and user experience. We can coach the team on the most effective way to handle different situations and learn from issues that arise.

Comments

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