Service Desk Enterprise By Parature
Provide superior service
with streamlined support
Manage customer support with comprehensive tools.
Maximize service rep effectiveness to deliver fast, transparent customer care. It’s easy with Service Desk by Parature. Track, route, and manage user support using a centralized dashboard. Distribute help desk tickets from a single repository for faster resolution. Reduce the amount of requests. Make it easy for customers to find the answers they need in a knowledge base using a self-service portal. Maintain high level of service as you handle large volumes of inbound service requests. Keep customers engaged and satisfied with secure, scalable Service Desk by Parature.
Increase customer loyalty and retention with better support.
Enhance client support experiences with a comprehensive Internet-based service management solution. Give customers the flexibility to submit tickets through email or the web. Make it easy for users to find answers they need from a fully searchable self-service knowledge base. Send automatic email notifications to update users on the status of their requests. Combine Service Desk with WebEx Remote Support to deliver instant, personalized support to customers anywhere in the world.
Buy now or see Service Desk in action.
Reduce the number of support calls.
Eliminate up to 80% of your inbound requests. Enable your clients to find the answers they need using a self-service knowledge base. Post critical documents, patches, or even media files for users to download. Build and develop online communities to share valuable ideas and discuss complex issues.
Deliver secure, scalable support anywhere.
Get Service Desk by Parature on demand over the Cisco powered MediaTone™ Network. No new software or hardware is required, making this service easy to implement and scales as your needs change. The MediaTone™ Network offers better than 99.99% “always-on” reliability, as well as enterprise-grade security. Support session content is never stored on our servers and 128-bit SSL and 256-bit AES encryption ensures privacy during transmission. WebEx services are stringently audited against ISO-17799 standards with compliance details provided in a SAS 70 Type II report and other third-party security reports.
Improve support service speed and quality.
Give your customers the flexibility to submit requests for service through email or the web at any time. Engage customers in live online chats to resolve problems quickly. Keep customers updated on the status of their service requests with automatic email notifications.
Gain a clear view into your support pipeline.
Use robust reporting tools in Service Desk to evaluate all aspects of your support desk. Address support issues by measuring support rep and knowledge base effectiveness. Get a real-time snapshot of top problem areas. Improve decision making with detailed management reports. Justify infrastructure investments, cut costs, and quantify achievements.
Increase support revenue and meet or exceed SLAs.
Increase service contract renewal rates by offering better service without increasing cost of service delivery. Keep your customers up and running and confidently establish SLAs above and beyond what your competitors can offer.
Take a look at Service Desk features and functionalities.
Track support desk tasks, meetings, and events.
Maximize productivity across your customer support organization. Give your customer care representatives the ability to set up task assignments, meetings, schedule reminders, and even share team calendars. Set up rules to notify you when tasks are incomplete or overdue.
Provide support downloads.
Extend support capabilities with critical support documents, patches, or media. Include all file types and attachments including: software, patches, product manuals, audio files, and movie clips. Control what support material each client can view and download with permission-based access. Keep your support library relevant and adjust accordingly by tracking the download history of all files.
Foster communities with online support forums.
Keep clients engaged and prevent unnecessary support requests. Set up multiple discussion forums to aid different users. Highlight key topics. Maintain quality of discussion topics by auditing all forum entries.
Manage support issues easily with ticketing system.
Enable your clients to submit help desk tickets online. Track, route, and resolve support issues with automated ticket management. Create ticket escalation and transfer tickets to specific team members. Receive alerts when support cases are not resolved within defined time limits. Maintain support quality with ticket metrics to see average time-to-resolution and end user satisfaction.
Provide easy access to important information.
Reduce inbound requests. Users access a self-service knowledge base anywhere, any time. Organize and store answers to frequently asked questions in a central repository. Alert customers to the latest announcements using automated subscription management.
Tailor support for each product.
Provide customers with appropriate product support. Link support tickets with products to determine appropriate support levels. View all products or services owned by any customer or account. Set service request permissions based on product ownership.
Acquire strong account visibility and management.
Gain insight into your customer relationships by storing and tracking valuable client information. Encapsulate all support activity in a dashboard view for each account, including a full record of tickets, emails, notes, call logs, and more. Get instant awareness into all support exchanges. Keep users informed with automated email notification.
Analyze key metrics using powerful reporting capabilities.
Evaluate all aspects of your support desk. Track assigned, working, and even backlogged tickets. Sort information and summarize statistics based on specific groups of data.
Direct customers to customized support portals.
Enrich your clients’ support experiences with a convenient portal. Adapt the portal to reflect their specific needs. Enable users to access the tools they need including: forums, chat, ticketing, call status, product registration, and knowledge base. Set up password protected access or offer public access.
Send and collect surveys.
Create customized online surveys by selecting from several designs, multiple question types, and sample questions. Export survey data to Microsoft Excel™ or your own analysis tool. Set up customized rules and distribute surveys automatically.
Meet and exceed SLA with a secure, scalable solution—start today.
Get Service Desk by Parature on demand over the web on a subscription basis. Get started quickly. There’s no need to invest in or install any new hardware or software—on your network. For a predictable monthly fee, your support reps can use Service Desk any time, from any web browser, anywhere in the world.
Contact sales for a quote. Contact a solution specialist and tell us about your organization’s needs to receive a quote.
