Parature eService adds vital
self-service capabilities to your support site. eService allows
your customers to locate knowledge base items such as past
solutions to service requests, frequently asked questions,
documentation and product briefs. Parature eService is the
quickest way to make a dramatic improvement to most support
sites.
Key Features
Easy Setup and Implementation
Get started quickly by entering 20-50 frequently asked questions
and answers.
Utilize powerful WYSIWYG html Editor
Publish responses to the support site knowledge base.
Setup Multiple Article Views
Assign a single knowledge base reference to multiple topic
folders.
Article Publishing Workflow
Use the built-in workflow process to easily filter all newly
suggested support topics from your support team. Parature's
one-key edit technology will enable you to easily publish
and ensure the quality of your solutions.
Define Permissions
Assign solution administrators responsible for reviewing,
editing, and finalizing solutions.
Secure Portal
Customers, partners, employees, and suppliers can access
your knowledge base via a personalized Customer Support
Portal.
Knowledge base portals can configured to allow public or
private access.
User Groups
Define which customers have "limited" or "full"
access to contents in your knowledge base.
Benefits for your Support Team
Reduce volume of service requests
Easy-to-learn interface to publish and edit references
Allow CSRs to suggest new references
Let customers help you identify ineffective references
Track effectiveness of your support site over time
Track efforts of support staff
Benefits for your Customers
Access your support site knowledge base 24/7
Find answers four ways: Most popular, Most recent, Browse
by topic, Search by keyword
View references ranked by usefulness to prior customers
View “related references” that other's found helpful
Submit email or trouble ticket if answer not found on site
Submit feedback on knowledge base items
