Parature is a leading provider of cloud-based customer service and social engagement software founded in 2000 with headquarters in Herndon, VA. It helps organizations worldwide deliver customer service and engage customers across websites and social channels. The document discusses trends in social customer service, with an increasing percentage of support conversations happening in the cloud and on social media platforms, and the importance of prompt responses, consistency, and establishing a service presence across channels.

1. SOCIAL ENGAGEMENT
Duke Chung TRENDS IN SERVICE
Co-Founder

2. OUR BUSINESS
COMPANY BACKGROUND
Founded in 2000
Headquartered in Herndon, VA
Privately held, investors include Valhalla Partners,
Sierra Ventures, and Accel Partners
45 countries
33 supported languages
3,000 supported brands
40,000,000 + registered end-users
Parature is the leading provider of cloud-based
customer service and social engagement software for
mid-market businesses.
Parature helps organizations worldwide to deliver great
customer service and to engage with their customers
across the web and social channels, all delivered via the
cloud.

3. CUSTOMERS ACROSS ALL SIZES AND INDUSTRIES
Software &
Technology
Business Services
Gaming & Media
Education
&
Associations
Retailers
Healthcare

4. SOCIAL RESPONSE MANAGEMENT IS THE FUTURE OF CUSTOMER SERVICE
65% of Support
Conversations will Happen in
the Cloud by 2012.
2010+ Social Customer Service
Facebook, Twitter, Other Social Channels
2005-2009 Web Channels
Ticket, Chat, Feedback, Communities, Search
2001-2004 Web Self-Service • Support Channel preferences are
radically changing with each
generation.
1996-2000 Email Support
• New technology trends can
impact customer service
Pre 1995 Phone Support behavior.
• Understand who your end users
are and determine how they
prefer to be supported.
Source: SSPA and Wikipedia

5. #1 - HYPER RESPONSIVENESS
Prompt social engagement
will become one of the most
important social trends.
Responding promptly in
social channels will lead to
more positive customer
satisfaction and increased
loyalty.

6. #2 - ORGANIZATIONAL MANAGEMENT
Source: Altimeter Group
The cross-company integration and management of Social Media continues to be an evolving
challenge.

7. #3 - HUMANIZE BRANDS
Facebook Pages give consumers a glimpse of your company’s personality including your
customer service culture.

8. #4 - CONSITENCY, CONSISTENCY, CONSISTENCY
Customers expect
consistent service answers
across all of your channels.
This drives confidence,
credibility and peace of
mind.

9. #5 - ESTABLISH A SERVICE PRESENCE
Let your customers know
that customer service is
your number one priority
and you are here to help
them.

10. THANK YOU!
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www.youtube.com/paratureinc
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