Parature Software


 

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.

 

Parature - Home screen
 
  • Parature - Home screen
    Home screen
  • Parature - Support screen
    Support screen
  • Parature - Facebook portal
    Facebook portal
  • Parature - Knowledge management
    Knowledge management
  • Parature - Real-time chat
    Real-time chat
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

11 Reviews of Parature

 

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Software Advice Reviews (9)
More Reviews (2)

Showing 1-9 of 9

Steven from Rosetta Stone
Specialty: Software / IT
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2017

August 2017

Not the ideal CS platform

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

I last used the product in 2012.

Pros

Parature had a very modular interface and was easy to update and configure. It was also easy to extract data via reports.

Cons

Antiquated structure: Parature was dependent on HTML frames and was sluggish, had poor browser compatibility, and did not integrate with any other systems.

 
 

Dyrelh from Mixbook
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

It was the perfect tool at the time

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

It's a great tool to get the job done effectively but it could use some visual updates.

Pros

I liked how organized all the queues were and all the internal documentation capabilities it had. We used it as our CS ticketing system and at the time, it was exactly what we needed.

Cons

The user interface was very plain and boring. It had no color and just seemed like the designers didn't care too much for it.

 
 

Jeffrey from Pitsco Education
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

I headed up the implementation at a local university. The sales, project management, implementation and support were excellent.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Parature is a great solution that met all our needs.

Pros

Easy to customize reports and gather data. The functionality and ease of use make it extremely easy to train new employees on how to use the solution.

Cons

The customer portal has some limited functionality when branding it for our organization. Although the solution and appearance is for the customer portal was very professional and definitely served our needs.

 
 

Jamie from Delivra
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

I used the software to process and submit tickets and the software made this pretty easy.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall experience was good, but Customer Service was slow at times.

Pros

The product was easy to use and I found it easy to report on time spent by agents internally as well as time spent reports for clients to see how much support time clients used.

Cons

It did not integrate easily with a lot of other products that our company was interested in using and Parature was a costly product on it's own. .

 
 

John from Delivra
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Used to be great, downhill since acquired by Microsoft

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Workflows were flexible and easy to adjust on the fly to match evolving business rules. Premium reporting was powerful once I learned how to navigate.

Cons

Service was poor, even paying bills was painful. Seemed to be a disconnect between the Parature people and Microsoft. One invoice took a two hour phone call to clear up because they were threatening to disable service, but the Parature Sales Team was saying to ignore the invoice because it was incorrect. Not easy to do business with.

 
 

Sara from Common App
Specialty: Education
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

I use it to answer tickets in our company, and I really like the variety of functionalities I can use to respond to our customers.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I just really like it.

Pros

Easy to use, the appearance, search functionality. I do not really have bad experiences with. I hope we continue to use it.

Cons

sometimes it takes a while to load the information you look for. That's pretty much the only bad thing I can think of.

 
 

Edward from Rosetta Stone
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2017

April 2017

Parature: Inadequate Customer Service Support

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

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.

Cons

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
Specialty: Education

March 2016

March 2016

Help tickets great; interface confusing

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

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.

Likes Least

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.

Recommendations

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

February 2015

February 2015

Flexible, Customizable, and Hosted Downloads

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

It's expensive, and with the acquisition by Microsoft, the future of the product is unclear.

Recommendations

Match the features to your requirements first. Cost is secondary. An inexpensive solution that doesn't do what you need is of limited value.

 
 
 
Showing 1-2 of 2

Tim from Teradici

January 2017

January 2017

Parature Service Desk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Steven from Geomagic

May 2013

May 2013

Great product

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I would highly recommend this product.

Pros

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.

Cons

Expensive. Support not as quick or as helpful as I would like.

Source: Capterra