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Parature, from Microsoft
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An industry leading provider of cloud-based customer engagement solutions to deliver amazing customer experiences
An industry leading provider of cloud-based customer engagement solutions to deliver amazing customer experiences

198 followers
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Investing in the best people is just as important as investing in the best technology. - bit.ly/1Pscng9
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The 4 Ps of next generation customer engagement: predictive, preemptive, proactive, personalized.
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From the most important factors and challenges in customer experience, to multichannel customer service best practices, to where CRM is heading, here's a recap of some of the statistics and insights heard at this week's CRM Evolution and Customer Service Experience conferences: 
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2015 STATE OF MULTICHANNEL CUSTOMER SERVICE REPORT: 98% U.S. Consumers Say Customer Service Important in Choice of, Loyalty to Brands: 
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Empower every employee to be a customer service representative:
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Bill Patterson, General Manager of Service Engagement from Microsoft, recently sat down for a podcast with The Service Council's Chief Customer Officer and former Aberdeen analyst Sumair Dutta to talk customer service. Listen to their conversation here:
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Social customer service development: Instagram is the fastest growing social network with more than 300 million active monthly users. The channel joins Facebook, Twitter, YouTube and LinkedIn in Parature's social customer service suite:
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A little more than a year after its acquisition by Microsoft, Parature's latest release featuring new enterprise engagement and multilingual capabilities enables this solution to be deployed on a global scale. Read today's announcement by Microsoft Dynamics CRM corporate vice president, Bob Stutz:
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According to the 2014 report from Aberdeen Group, Social Customer Care: Steps to Success authored by Omer Minkara, companies that maintain a social customer care program experience a 5.6% year-over-year increase in first contact resolution, a 6.7% increase in revenue per contact, and a 7.5% increase in customer retention (while companies with no social customer service strategy see a positive change of just 2.9%)....
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