Vision Critical implemented Parature chat in 2007 to shorten customer response times and decrease costs. Parature chat allows Vision Critical to respond to customer issues within minutes on average while supporting multiple customers simultaneously. Surveys found customers strongly prefer chat for quick tactical support. As a result, chat now accounts for one quarter of Vision Critical's customer interactions. Both customers and support technicians appreciate the efficiency and collaboration benefits of Parature chat.

1. How Vision Critical Uses Parature Chat to Shorten Response Times and Decrease Cost Shane Singh, VP IT & Support Services, Vision Critical Leon Doell, Account Manager, Parature

2. Parature Parature is a global leader in on-demand software (SaaS) for customer service and support Parature enables organizations to: Reduce the cost of supporting their customers Have a 360 view of customer issues Retain their customers Improve customer loyalty Generate more revenue from their base Deliver “great” customer service

3. 850 Customers Across All Industries Gaming and Digital Media Business Services Technology Healthcare Associations Education 3

4. Parature: An Integrated Support Suite CUSTOMER TOUCH POINTS SERVICE DESK Delivering Multi-Channel Support For your CSR’s to Manage All Customer Interactions Metrics &Reports Deploy Surveys Feedback Chat Ticket ? Forums Your CSR Downloads Mobile Your Customer E-Mail Knowledge-base and FAQ’s 360º Customer History Intelligent Workflow Phone Service Desk 4

10. How Vision Critical Uses Parature Chat™ to Shorten Response Times and Decrease Cost December 2010 Shane Singh – VP IT & Support Services

12. SaaS Products

13. 600 Clients with 25% of the world’s top brands

14. 10 Offices Globally with 500 Employees

16. Spreadsheets

17. No Technical Support between Services and R&D

18. No ticketing system = no metrics

19. Avg. Response time?

20. Avg. Resolution time?

21. Time Spent?

22. # of Requests?

23. Self Help: forget it

25. Internal and External

26. Bakeoff and selection

27. Quick setup

28. No IT costs

29. Very little staff training required

30. Pass through authentication from our SaaS products implemented

31. Self-help materials developed and published

32. Chat, phone, email and request submission decided upon

36. Phone or Request/Email submission good for long winded issues whereas chat is great tactically

37. Chat helps keep Avg. Response Times in the minutes – consistently

38. Techs able to support multiple clients with chat tool simultaneously

40. Techs able to collaborate amongst themselves and reach resolution faster

41. Ticket conversion a great addition

42. Transcripts sent to clients post-chat and stored in portal are very useful

47. “I always use Chat because I find it both effective and personal and if ever an issue is too complicated to resolve over chat I get a call”

48. “We have another software vendor that we deal with and they are so incredibly difficult - it's like night and day. Your tech support is great”

49. “It was exactly what I needed, super fast, and definitely above and beyond”

50. “They have always been extremely responsive”!

51. “Prompt, quality service”

52. “This is the best support experience I have EVER had on any type of project”

53. “Superb customer service experience”

55. Provides clients with a high-touch, instant avenue for assistance

56. Average Response Times consistently in the minutes in large part due to chat

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