Company Implements Portal, Chat, Knowledgebase and Ticketing Features for
Growing Enterprise Customer Base
Herndon, VA (PRWEB) April 01, 2013 – Parature, a global leader in
cloud-based customer service software, announced today that Quark Software
Inc., a leading provider of enterprise digital publishing solutions, has
chosen Parature to provide customer service software for its support portal.
Quark’s Self-Service Support Center provides 24/7 support access to
customers, including a ticketing system, knowledgebase and chat feature, and
is powered by Parature’s cloud-based software. With the expanded
availability and self-service features, Quark customers can find support
solutions through multiple channels anytime, increasing customer
satisfaction, while also improving internal efficiencies as global customer
service representatives (CSRs) review and respond to service and support
requests faster.
“Parature enables us to provide 24/7 multi-channel support to our enterprise
and SMB customers,” said Mark Lawler, Vice President of IT and Customer
Support of Quark. “Parature’s customizable customer service platform allows
us to scale our customer-facing portal as necessary, and gives our employees
the chance to provide the best service to every customer, from small
businesses to large enterprises.”
Since implementing Parature’s solutions, Quark has seen significant internal
and external improvements in customer service. According to Lawler, the
self-service portal has already proven to be effective, as the number of
knowledgebase searches in the last few months has increased by approximately
50 percent, and issue resolution using self-service features has increased
up to 25 percent. Parature’s customer support software has also allowed
Quark to produce a consistently higher than industry average Net Promoter
Score (NPS), a commonly used, industry-wide customer loyalty metric.
“We are proud to help power Quark’s self-service support portal so they can
provide superior support to their business software customers,” said Duke
Chung, Co-founder and Chief Marketing Officer of Parature. “As Quark
continues to expand its enterprise customer base within financial services,
manufacturing and government, they understand the importance of providing
consistent and effective service through any and every channel preferred by
customers. Parature helps Quark accomplish this by addressing their internal
support processes, improving efficiency with an all-in-one system and
ultimately increasing customer satisfaction.”
About Quark
Quark’s software enables organizations of all sizes to meet customer demand
for engaging, relevant communications when, where, and how they want them.
Our solutions combine the power of XML with flexible layout and design to
automate the delivery of customer communications to print, Web, and
interactive experiences on the latest digital devices. Financial services
firms, manufacturers, and governments around the world rely on Quark
solutions to elevate customer communications to new levels, reduce time to
market, and lower costs.
About Parature
Parature is the industry’s leading provider of cloud-based customer
engagement solutions and is used to support approximately 55 million end
users worldwide. Parature empowers customer service organizations to
monitor, manage, resolve and respond to a high volume of service issues
across multiple communication channels, including the growing number of
service-related conversations that are happening every day within social
media channels. With more than a decade of experience, Parature delivers
support and social media engagement and management solutions to mid-size and
enterprise organizations across a wide variety of industries.
Parature is among the Deloitte Technology Fast 500 and is the recipient of
numerous product, technology, and leadership awards including the 2013 CRM
Watchlist and the Inc. 500 | 5000 Fastest Growing Companies. Parature is
used by some of the world’s most innovative organizations, federal agencies
and companies, including IBM, Ask.com, the EPA, Tagged, the National Network
of Digital Schools and Threadless. Parature is headquartered in Herndon,
Virginia. For more information, visit http://www.parature.com, follow
@parature on Twitter, or like us on Facebook at facebook.com/parature.
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