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Novatix Implements Parature's Customer Support Solution
[September 19, 2005]

Novatix Implements Parature's Customer Support Solution


By DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions 
 
On-demand customer support provider Parature today announced that Novatix Corporation, a provider of endpoint security software, has implemented Parature’s Customer Support Solution as one of the primary steps for building out its customer support department.  


 
“By implementing our solution in the early stages of their company’s development, Novatix is acknowledging the importance of customer support,” noted Parature CEO Duke Chung in a company statement. “This methodology will translate into a high return on investment that ensures long-term customer satisfaction and retention.”

 
Novatix decided to deploy the solution up front to ensure customer support best practices are in place early on. 
 
One major factor in making this implementation decision was the importance of using a hosted customer support solution. Parature’s hosted model will allow Novatix to focus its resources on marketing and product development, as it won’t have to worry about upkeep or maintenance for customer support.  
 
In addition to hosting, Parature’s customization allows Novatix to match the look and feel of its current company Web sites. 
 
Further, Parature’s Customer Support Solution will provide Novatix’s customer base with a multichannel self-service approach to support. Novatix hopes its customers will take advantage of Parature’s Support Portal and Knowledge Base for self-service support. From the Support Portal, customers can create and submit trouble tickets and join interactive bulletin boards to communicate their ideas. Finally, through these and other channels, Novatix will be able to understand its customers’ support habits by tracking their individual support histories. 
 
“Thanks to foresight, preparedness, and the implementation of Parature,” according to Novatix, the company never had to experience the backlog of support requests, e-mail and calls, accompanied by the customer dissatisfaction that so many quickly growing companies experience. 
    
For more information about both companies, visit Parature and Novatix online.  
 
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David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, please visit his archive.

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