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.