Decent but not great.
August 23, 2014

Decent but not great.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Parature

Parature was used as a sole system of record for all our customer support cases, reviews, and feature requests. We used Parature to build our company's knowledge base for FAQ/help articles as well. It was only used at the the customer experience level.
  • 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.
  • 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.
  • Customer service has improved thanks to Parature's live chat feature.
I haven't used many similar products.
My current company is looking for a more robust product.
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.