Parature Pricing, Features, Reviews & Comparison of Alternatives

Parature

Customer service software from Microsoft

3.59/5 (11 reviews)

Parature overview

Parature from Microsoft offers a multichannel customer support app that helps agents manage tickets, offer more personalized support and improve customer self service. The software covers three core areas: MultiChannel, Knowledge Management and Self-Service.

The multichannel features of Parature include a universal agent desktop to manage interactions coming from live chat, social media, email and mobile. Agents can auto-generate tickets, add them to queues, assign them to agents, escalate them send personalized responses.

Parature further helps with issue resolution by allowing you to create an internal knowledgebase for agents and a self service portal for customers. The knowledgebase lets you create articles from scratch which can include multimedia content such as video and infographics. Agents can access common requests and use pre-authored information to respond to cases.

The custom-branded self-service portal in Parature lets you make knowledgebase content available to your customers. Articles can also be published to multiple locations, such as Facebook. Users can submit tickets from the portal and track their resolution progress. Support portal reports show you metrics on how users are engaging with the portal.
www.parature.com

Pricing

Pricing options
Value for money
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Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
Parature screenshot: Create a knowledgebase article with ParatureParature, from Microsoft - A Day in the LifeParature screenshot: Customer self service portal in ParatureParature screenshot: Customers can track tickets in ParatureParature screenshot: Gather customer feedback using ParatureParature screenshot: Integrated live chat tool in ParatureParature screenshot: Publish articles on Facebook using ParatureParature screenshot: Search the knowledgebase in ParatureParature screenshot: See ticket summaries and descriptions in ParatureParature screenshot: Social media support in ParatureParature screenshot: Unified agent desktop in Parature

Parature reviews

Value for money
Features
Ease of use
Customer support
  3.5
  3.4
  3.9
  2.9
Jeffrey Schooley

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

Used daily for 2+ years
Reviewed 2017-08-17
Review Source: Software Advice

Parature is a great solution that met all our needs. 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.

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Jamie Lindley

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

Used daily for 2+ years
Reviewed 2017-08-17
Review Source: Software Advice

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

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Dyrelh Villarico

It was the perfect tool at the time

Used daily for 2+ years
Reviewed 2017-08-18
Review Source: Software Advice

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

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Rusty Wilson

Flexible, Customizable, and Hosted Downloads

Reviewed 2015-02-28
Review Source: Software Advice

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.

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Tim Konopelky

Parature Service Desk

Reviewed 2017-01-13
Review Source: Capterra

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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Parature pricing

Pricing options
Subscription
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Contact Parature for a quote

Parature features

Chat
Customizable Branding
Instant Messaging
Knowledge Base
Multi-Channel Communication
Surveys & Feedback
Ticket Management

API (159 other apps)
Activity Dashboard (76 other apps)
Automatic Notifications (76 other apps)
CRM Integration (68 other apps)
Contact History (67 other apps)
Email Integration (69 other apps)
Monitoring (77 other apps)
Prioritizing (60 other apps)
Real Time Monitoring (55 other apps)
Reporting & Statistics (87 other apps)
Social Media Integration (70 other apps)
Third Party Integration (93 other apps)
Workflow Management (63 other apps)

Additional information for Parature

Key features of Parature

  • Multichannel interaction management
  • Unified agent desktop
  • Ticket management
  • Unified knowledgebase
  • Knowledgebase search/ suggest
  • Multimedia-enhanced articles
  • Search optmized article content
  • Customer self-service portal
  • SEO optimization portal
  • Custom branded portal
  • Ratings & related topics
  • Multi-site content publishing options
  • Social media support
  • Parature Facebook portal
  • Integrated live chat tool
  • Guided workflows & actions
  • Personalized support responses
  • Customer surveys & feedback
  • Mobile support portal
View All Features

Benefits

Multichannel support: Manage interactions coming from social media, live chat, email, and mobile with a unified queue and personalized responses.

Ticket management: Auto generate tickets from live chat, social media, and email interactions and choose to assign, solve, escalate, and more.

Knowledge management: Create a searchable, search-optimized knowledgebase by authoring articles complete with videos, infographics, and links.

Self-service portal: Create a custom branded, SEO optimized customer portal with guided support through related topics and ratings.

Customer feedback: Create customer surveys and feedback forms across channels and on knowledgebase articles.