About Parature

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 ...

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Parature User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4

Value for money

3.5

Customer support

3

Functionality

3.5

Showing 1 - 5 of 11 reviews

Dyrelh

Mixbook

Verified reviewer

Company size: 51-200 employees

Industry: Retail

Time used: More than 2 years

Review Source

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

5

Value for money

4

Customer support

4

Functionality

4

Reviewed August 2017

It was the perfect tool at the time

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

Pitsco Education

Verified reviewer

Company size: 201-500 employees

Industry: Primary/Secondary Education

Time used: More than 2 years

Review Source

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

5

Value for money

4

Customer support

3

Functionality

4

Reviewed August 2017

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

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

Delivra

Verified reviewer

Company size: 11-50 employees

Industry: Computer Software

Time used: More than 2 years

Review Source

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

Ease-of-use

4

Value for money

3

Customer support

2

Functionality

2

Reviewed August 2017

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

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. .

Rusty

Zenoss, Inc.

Verified reviewer

Industry: Computer Software

Time used: More than 2 years

Ease-of-use

3.5

Customer support

4

Functionality

4

Reviewed February 2015

Flexible, Customizable, and Hosted Downloads

Pros

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.

Cons

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

Tim

Teradici

Verified reviewer

Time used: Free Trial

Review Source: Capterra

Ease-of-use

4

Value for money

4

Customer support

2

Functionality

5

Reviewed January 2017

Parature Service Desk

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.

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