Parature, from Microsoft

Customer service is often a key differentiator in many industries; delivering five star customer service can really get you ahead of your competitors. However, many organisations don’t focus on customer service as much as they should, instead preferring to chase new customers at more cost to the business.

To ensure higher levels of customer acquisition and continued spend it makes sense to implement effective customer service procedures. This often goes beyond employing the right team members, it comes down to the tools and process that are put in place to ensure that your customer service and support teams are as effective as possible.

By using Microsoft Parature’s Cloud based customer support tools, you can take your customer service offerings to the next level:

  • Create a knowledge base, including online forms, videos, eBooks, and other helpful information, for your customers so that they can get access to the information they need, when they need it; without having to contact you directly
  • Offer live chat options on your website or through your customer support forum – enable your customers to get answers to their questions quickly and easily
  • Offer a ticket submission option for suggestions, problems, and change requests
  • Manage communications with your customers through social media – make sure that your customer service team is aware when new discussions and communications are posted via Parature’s alert system so that they can respond quickly and efficiently
  • Increase the efficiency and effectiveness of your customer service and support teams by reducing the time needed to answer commonly asked questions, driving down call volumes, and automating key processes

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− Gordon Lauder, Central Foods

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