Tuesday, May 04, 2010

Parature Launches "Support Tab" for Retailers on Facebook

As Salesforce’s Service Cloud, Get Satisfaction and other applications have launched deep integrations with Facebook to allow companies to engage with the 400 million plus consumers on the social network, TechCrunch reports that Parature, an on-demand customer service solution backed by Accel Partners, is launching a customer service product for Facebook Pages that integrates a branded “Support” tab. Customers can post a comment to a corporation’s Facebook Support wall, which is then pushed into Parature’s software as a ticket with the Facebook customer listed on it. A customer service representative can push an update by responding directly on the wall.

The support app also allows companies to include a number of commonly asked questions about a product or brand, which allows customers to search for a service answer from within the Facebook page, and if a customer's question hasn’t been answered, Parature’s technology will allow the customer to create a second ticket, or provides the option for live chat.

Parature's users include Rosetta Stone, NPR, Turner and T-Mobil. Twitter support was recently added to Parature’s software as well.

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