As part of the WebEx Connect Strategy, WebEx has partnered with Parature to deliver an integrated, on-demand support and ticketing solution. "ServiceDesk" is designed to minimize resolution times and reduce overall call volume by providing world class customer support. ServiceDesk supports inbound service requests, provides detailed reporting, and management tools.
"I can't believe all of the features Service Desk by Parature includes, especially at such a small cost," said Joseph Mann, director of information technology, Mullins Labs, a Service Desk by Parature customer. "We have just completed implementation and I haven't looked back."
Service Desk by Parature offers a comprehensive set of support capabilities including:
-- Incident Management (eTicket): Streamlines complex support processes by automatically routing requests to resolve issues quickly.
-- Knowledge Management (eKnowledge): Reduces inbound requests with a full set of self-service knowledge base creation and management tools.
-- Relationship Management (eContact): Captures all support activities in a dashboard view for each account, including a full record of tickets, emails, notes and call logs for increased efficiency.
-- Forum Management (eForum): Enables users to collaborate via multiple discussion forums to support the needs of different users and highlight key topics.
"Avoiding customer churn is top of mind for many businesses especially for SMBs," said Duke Chung, CEO and president, Parature. "Customer support is often the first interface for customers post sale and that interaction makes a big difference in customer satisfaction and their decision to remain a customer or do more business in the future."
"With Parature's deep experience in customer support and WebEx's success in delivering on-demand applications to the SMB market, we are able to provide enterprise-quality support solutions to companies regardless of size," added Chung.
"Service Desk by Parature enhances the suite of IT support solutions available through WebEx Support Center and supports our continued expansion into the broader on-demand business applications market," said Jack Chawla, senior director of product management, WebEx.
WebEx and Parature will spotlight best practices for customer support in an upcoming web seminar entitled "The Fast Track to Customer Support Success: Software-as-a-Service" on June 27, 2007 at 10am US Pacific time. To register, visit, http://www.webex.com/web-seminars/view_event/665016154
Other WebEx Connect Partners:
- Act ON Software