Helping customers monitor tweets for improved customer experience, Parature, a provider of on-demand customer service software, has reportedly announced a social media integration with Twitter. Parature (News - Alert) said that this integration with Twitter will help the company to establish a better communication with the customers.

 

Twitter is a free social networking and micro-blogging service, which allows the members to send and read messages known as tweets. Tweets will be displayed on the author's profile page and they also be sent to the author's subscribers who are known as followers. Users can send and receive tweets via the Twitter Web site, Short Message Service or external applications.

 

By its integration with Twitter, Parature looks to derive benefits such as volume, sentiment and impact of support. This integration will also allow customers to get various other benefits in communicating with the company. For example, the Twitter Queue will separate the tweets from other support traffic where support representatives can review and route them for a quick, accurate response.

 

“Parature Customer Service software is continually evolving to deliver the multi-channel service options that are in demand, as well as the integrations that empower organizations with social media monitoring capabilities," said Parature CEO and President Duke Chung (News - Alert), in a statement. "Parature's integration with Twitter is another example of how we are enabling our customers to easily manage all their customer interactions in one integrated software suite.”

 

Parature allows its customers to use its Software-as-a-Service or “SaaS (News - Alert)” delivery and integrated, intuitive design to efficiently serve, support, engage with and retain customers in today's Web world. Companies can now effectively manage all of their support needs without additional hardware, software and IT expenses.

 

Recently, the company announced that it was helping companies to proactively start conversations with customers and prospects to increase customer satisfaction and revenue. Parature’s chat product helps companies’ end users to involve in live question and answer session direct with their support representatives for improved first contact resolution. This is a a fully integrated, support focused chat application, the company said.