Parature chosen for Multi-Language Support, Advanced Reporting and
Analytics, and Cloud-based Technology; Evernote Sees Immediate Results on
Response Time to Customers and Time Saved
VIENNA, VA – November 21, 2011 – Parature, a global leader in cloud-based
customer engagement software, announced today that Evernote, the company
that’s helping the world remember everything, has selected Parature for
online customer support to service its worldwide customer base.
Evernote supports more than 16 million customers worldwide for its suite of
products that allow users to capture anything from their real and digital
lives, and access them anytime. To effectively support its rapidly growing
user base, Evernote needed to switch from a single dimension customer
support software to a multi-dimension, scalable one that would give its
agents better reporting tools, a more holistic view of their customers, and
automatically support multiple languages, as Evernote quickly expands its
overseas reach.
“Multi-language support is very important to us. Evernote adds new languages
to its products on a regular basis, which means that we need a customer
support solution that can address the needs of users in various
geographies,” said Phil Dean, Evernote’s VP of Customer Satisfaction. “We
also value Parature’s excellent email support options, as well its ability
to provide useful insights and analytics for our many clients. Parature has
significantly improved our ability to effectively respond to the needs of
our users.”
Since Evernote has deployed Parature, the company has seen excellent
results. Because they are able to use Parature’s reporting tools to
categorize queries they can respond faster to premium inquiries. Since
deploying Parature, Evernote is now meeting 100% of their SLAs for premium
inquiries. Additionally, they have decreased training time by focusing
agents on specific skills-based queues. As agents gain experience, Parature
provides easy-to-manage functionality to add queues for each agent.
Evernote’s customers are also benefiting from Parature’s Knowledgebase and
EasyAnswer feature which allows its customers to search a comprehensive FAQ
and find their own answers, cutting down on the number of tickets that need
to be submitted and processed.
“Evernote is a great example of a global company that needs a cloud-based,
multi-language support system that can service clients anywhere, anytime,”
said Duke Chung, Co-Founder and Chairman of Parature. “We are proud to
power Evernote’s customer support portal, and are thrilled they’ve already
seen improvements in their response time to customers as well as gains in
internal efficiencies. We look forward to working with Evernote and easily
scaling their support system as the company grows, and adds more products,
languages and customers.”
About Parature
Parature is the industry’s leading provider of cloud-based customer
engagement solutions and is used to support over 30 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 Inc. Magazine’s Top 100 Fastest Growing Private Software Companies and
is the recipient of numerous product, technology, and leadership awards.
Parature is used by some of the world’s most innovative organizations,
federal agencies and companies, including Rosetta Stone, SuccessFactors and
Threadless. Parature is headquartered in Vienna, Virginia. For more
information, visit www.parature.com , follow @parature on Twitter, or like
us on Facebook at facebook.com/parature.
About Evernote
Evernote is helping the world remember everything by building innovative
products and services that allow individuals to capture, find and interact
with their memories. Evernote apps are available on all major computer, web,
mobile, and tablet platforms. For more information, please visit:
www.evernote.com.
