Parature Best Practices Webinar Explores the Evolution of Customer Service and Support
Industry Expert Chip Gliedman to Discuss the New Multi-Channel Environment for Support
Vienna, VA (August 28, 2008) – Parature, a global leader in on-demand customer service software, announced today that it will sponsor a free webinar offering customer service and support professionals insight into the evolution of multi-channel support. The webinar entitled “e-Service is Dead – The New Multi-Channel Service Environment” will be held on Tuesday, September 23, 2008 at 2:00pm EDT. To register for the webinar, please visit www.parature.com/res_webinars.aspx.
Just a decade ago, customer service and support was simply a contact center manned with customer support representatives who answered phones all day. Today, the most efficient customer service departments are multi-faceted; designed with a Web-savvy generation of customers in mind. Innovative technology that empowers support teams with the ability to provide service that is proactive and pervasive versus reactive and transactional through multi-channel services such as self-service via knowledgebases and downloads, live chat sessions, issue escalation paths via the Web, and phone support including Interactive Voice Response (IVR) must be enabled. e-Service options are often offered as individual point solutions; however a software-as-as-service (SaaS) model, such as Parature Customer Service(TM), is a multi-channel suite of modules fully integrated in one dynamic, unified system that renders these services as separate disciplines obsolete.
“e-Service is Dead – The New Multi-Channel Service Environment” will feature Chip Gliedman, Vice President, Principal Analyst – Forrester Research. Mr. Gliedman will share his industry expertise on the evolution of customer service and support, demonstrating how eService alone is no longer a viable option for organizations to deliver exceptional support. External sources such as customers and communities are becoming key components of the customer service mix, customers are requiring seamless transitions between multi-channel services, and new business requirements are driving additional product functionality and platform integration to better manage the entire support process.
Parature’s “Best Practices in Customer Service” webinar series is designed to serve as an educational and informational resource for organizations throughout various industry sectors to gain insight into customer support best practices that can be applied to help them more efficiently serve, support, retain, engage with, and maximize the value of every customer.
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. The seamlessly integrated suite of Parature modules allows organizations to effectively manage all of their support needs. This dynamic, on-demand software enables organizations to get up and running quickly, easily and efficiently.