Dyscern, an eBay Titanium PowerSeller, has selected Parature Customer Support Software to manage their customer support needs. Parature, the global leader in on-demand customer support and help desk software that tries to radically change the way they support their customers while reducing costs. The Parature suite of modules empowers associations, academic institutions, businesses and government agencies with the ability to offer critical service information on a 24/7 basis while reducing the inbound support load through customer self-service. Located in Sterling, Virginia, Dyscern concentrates on recovering customer returns, distressed and overstock merchandise for resale on the Internet, primarily working on handheld computers, PDA phones, digital cameras, and MP3 players.

    Dyscern CEO, Jennifer L. Canty, said: Since implementing Parature, we have seen a 60% reduction in pre-sales questions and our email to sale ratio has declined from 2.6 emails to 1.03 emails. Parature allows us to focus more on our existing customer base while serving our potential customers effectively. Our support team is now able to efficiently answer the basic ‘how to’ questions from our consumers that would normally contribute to high return rates if not answered in a timely fashion. Parature is an excellent partner in support with an attentive, responsive staff and ‘best-of-breed’ product that made selecting them a simple choice.”

    Canty stated that prior to selecting Parature, they were not using any enterprise support technology to manage approximately 12,000 emails per month with a support staff of three. Their motivation for a new solution was based on their need to reduce overall customer support email volume, release their support representatives of the burden to individually answer commonly asked and repetitive questions, and to bring more meaningful & focused customer support through an emphasis on post-sales questions. Implementing Parature software has given them the chance to not only meet those needs, but has enabled increased efficiency and the ability to increase their number of auction listings without increasing the number of support staff.

    In addition, Duke Chung, Parature CEO and President, said: “Parature is committed to helping businesses dramatically reduce their support burdens to become more effective, efficient organizations. We pride ourselves on providing affordable, innovative, expandable solutions that offer the depth and breadth of services that enable businesses to grow.”

Parature, As a Software-as-a-Service (SaaS) provider and offers solutions over the Internet using a secure, scalable application and system architecture, which gives customers the possibility to eliminate expensive up-front hardware and software costs and to quickly deploy and adopt our on-demand software. For more information visit www.parature.com.