Parature is a cloud-based customer service solution designed especially for small to midsized businesses (SMBs). Its key strengths lie in its knowledge base, which allows companies to provide self-service options for customers so they don’t have to call the contact center. Microsoft acquired Parature in 2014, and is integrating it with its Microsoft Dynamics customer relationship management (CRM) solution.
Parature also features multi-channel interaction, which creates a unified user experience across both internal and external support channels. It is available in 50 markets and 10 different languages across the world. It also integrates with Salesforce, as well as social media channels such as Facebook, Twitter, YouTube, LinkedIn and Instagram.
This solution is suitable for clients in several industries, such as education, travel and hospitality, media, public sector, high technology, gaming and others. Key clients include Ask.com, IBM, The Washington Post and Playfirst.
Edward from Rosetta Stone
Specialty: Software / IT
Employees number: 501-1,000 employees
As a customer support agent, it was adequate in terms of logging support cases. There's not much else positive that I can say about it.
I used Parature for over two years and, during that time, grew increasingly frustrated with its inflexibility in terms of its platform, its reporting, its e-mail functionality, and its customization options. My company moved towards Salesforce to log support cases several years ago and have not regretted it.
Lauren from Florida Virtual School
Parature makes submitting a help ticket very easy. When I need assistance at work, I can fill out a request within minutes. I haven't experienced any timeouts or glitches.
The site is CONFUSING! I've been using this for over a year and still can't figure out how to view submitted tickets. It is very jumbly.
Great base software for hosting FAQ or troubleshooting bank and handles help tickets well, but staff will require training on how to use it because it isn't intuitive or user friendly.
Rusty from Zenoss, Inc.
Specialty: Software / IT
We purchased Parature before it was acquired by Microsoft. We found the vendor to be responsive to our needs as well as prompt with their replies. The application itself is very flexible and offers a feature I've not seen in any competitor - the ability to host downloads and control the access to those downloads. So if you are a software company that delivers your products electronically, this could be the "killer" feature for you.
It's expensive, and with the acquisition by Microsoft, the future of the product is unclear.
Match the features to your requirements first. Cost is secondary. An inexpensive solution that doesn't do what you need is of limited value.
Tim from Teradici
I have been using Parature for roughly 5 years. From my first day using the software I found it intuitive and robust. There are not many things that you cannot custom to fit your business ticketing model using this product.
It has automation and a knowledge base for self service and a variety of other options to make supporting clients a positive experience.
The incorporation of ticket routing rules, sla's and email alerts will allow one to create a very robust design depending on how much effort put into the design. As with any system, it is important to dedicate a system administrator to ensure the best user experience.
This product was designed to provide a high ROI and it will reduced support costs as we have seen.
One of the weaknesses of the product is in the inability to be able to upload a multi-page HTML document/guide which can cause some support issues. A pdf file covers this but it does add to the support duties as the PDF output must be reviewed and formatted correctly.
As well, access to high level engineering has pretty much disappeared and communication on updates to issues and product development can be improved on. This is why I have given a low customer support rating.
It would be nice to see Parature's original product support efficiency and dedication to the customer base in the current and future offering.
Steven from Geomagic
I would highly recommend this product.
Web hosted. Excellent WYSIWYG editors for ticketing and knowledge base creation. Integration between the two is excellent also. Very flexible since it behaves as a CMS for tech Support as well.
Expensive. Support not as quick or as helpful as I would like.