Parature Claims 96 Percent Self-Serve Rate

Parature, provider of on-demand customer support software, has announced that the company maintains a consistent 96 percent client self-service rate through the use of its own Web-based customer service software solution to assist customers.

Hard to argue with a company using its own stuff like that, especially when the average self-service rate for businesses is 48.1 percent, according to industry analyst firm ServiceXRG.

The company’s high self-service rate is consistent with findings about the future direction of customer support, as mentioned in a customer service software research report authored by analyst firm Yankee Group, which stated that the number of Web self-service interactions are anticipated to increase by 86 percent through 2007, while live phone support is anticipated to decline by 18 percent during the same time period.

The research results confirm the trend seen by Parature that self-service is increasingly customers’ first choice for primary support interactions.

Parature’s self-service is enhanced by supplemental materials found at ParaUnity, Parature’s online customer community that includes best practice articles authored by fellow customers, tips and tricks shared by clients and Parature staff, product documentation, as well as in-depth tutorials and training.

That’s not the only good idea Parature has: the McLean, Virginia-based company has partnered with Five Guys restaurant, rated by Zagat's guide and voted #1 Burger by Washingtonian magazine for six consecutive years, for a new workplace morale initiative for Parature employees.

The first Friday of every month is Five Guys Friday, in which the Tyson's Corner Center location provides their famous burgers and fries to the employees of Parature at no cost to them (“them” presumably meaning the employees).

"As a growing company, we wanted to find a fun way to bring the team together on a regular basis and encourage everyone to informally share information and get to know each other better, particularly the new staff members," said Duke Chung, CEO of Parature.

"When Parature approached us with their idea for 'Five Guys Fridays', we immediately recognized it as a win-win relationship," said Ed Pizzarello, Operating Partner, Five Guys, Tyson's Corner Center. Geez, a name like Pizzarello and the guy’s running a burger restaurant? Somebody missed his calling in life.

“Such a high self-service rate has benefited Parature not only due to the success of our customers, but also in our efforts to further improve the quality and effectiveness of the self-service aspects of our customer service software,” said Chung. “Self-service is quickly becoming imperative for support organizations due to customer demands for fast, convenient and easy access to information, particularly on a 24x7 basis as individuals often work outside of standard business hours or in other global time zones.”

David Sims is contributing editor for TMCnet. For more articles please visit David Sims' columnist page.

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