Parature Update Connects Customers and Service Agents

Parature, part of the Dynamics CRM Online suite of Microsoft hosted services, is an Online self-service solution that enables customers to search FAQs and other organizational resources for solutions or interact with customer service agents through user chat and social media. A Jan. 2015 update includes new support ticket management features that expose details of customers’ public social media interactions to help service agents resolve issues and other functional and administrative enhancements that improve service agent productivity and customization options. Parature service has expanded to more markets, and customers can purchase, deploy, and manage Parature instances from Office 365.

Improvements Connect Customers and Agents

The following new features in Parature help customers and service agents interact to resolve issues faster:

Visible customer self-service activity. Agents can now view the history of a customer’s self-service activity prior to engaging with the customer. Such information can assist a service agent to resolve issues faster. New features display a customer’s interactions, including page views of the company’s Web site, previous chats, calls, and downloads, reducing the need for a customer to recount their efforts. Also included in the release is the ability to link to a customer’s social media sites (support for YouTube, LinkedIn, and Instagram, join existing support for Facebook and Twitter) with a customer’s permission. A service agent can view a user’s posts related to a support ticket to put the issue in context. For example, a service agent can view a customer’s Instagram photos of product issues to help resolve a support ticket.