New Service Access Powered by Parature for Facebook™, the Industry’s First Integrated Customer Service Application for Facebook
Vienna, VA. August 12, 2010—Parature, a global leader in on-demand customer service software, announced today that Rosetta Stone Inc. (NYSE: RST), a leading provider of technology-based language learning solutions, will become the world’s first company to offer dedicated customer service on Facebook. With Parature for Facebook™, the industry’s first customer service and support application for Facebook, Rosetta Stone will be able to quickly and easily engage customers directly on their Facebook Wall or one-on-one from their new Support Tab for private issue resolution.
Rosetta Stone is committed to changing the way the world learns languages. With the upcoming full introduction of their innovative, language-learning solution, Rosetta Stone TOTALe™, the company is focused on their customers’ success and making the learning experience even more enjoyable. Rosetta Stone TOTALe builds on and enhances the effectiveness of the award-winning Rosetta Course™ by seamlessly integrating it with coach-led practice sessions, fun and engaging language games, access to native speakers and encouragement from customer success agents. Rosetta Stone TOTALe learners have their own customer success team providing live guidance and encouragement every step of the way. Whether it’s explaining the method, answering questions or just helping to schedule a Rosetta Studio™ session, success agents are committed to helping learners achieve their language goals. Parature Customer Service software supports Rosetta Stone and the company’s customer-centric environment via its multi-channel support offerings, including an integrated customer portal, chat, knowledgebase, ticket system, and now Parature for Facebook, so that customers can choose their preferred method of support.
From the moment that Parature for Facebook is installed, Rosetta Stone will be able to monitor their Facebook wall conversations, posts and comments in real time to appropriately route, respond and report on these interactions, gaining a whole new level of customer visibility and engagement. This integrated social application enables their customers to search their knowledgebase, submit tickets and chat with their customer success agents directly from Facebook providing personalized, validated responses. Organizations, like Rosetta Stone, will differentiate themselves by delivering this level of personal responsiveness combined with sincere, company-validated answers not only delighting the community member who posted the question, but an exponentially larger community audience witnessing and often benefitting from the interaction.
“We are excited to have an integrated application that enables us to engage further with our learners in this popular social media channel,” said Jay Topper, senior vice president of customer success at Rosetta Stone. “We put incredible focus on our learners’ success; and providing a superior overall experience. This will encourage our learners to socialize with Rosetta Stone at any time, from anywhere, in multiple languages, and in a manner that fits in well with their communications style. Parature for Facebook is another strategic channel to help us accomplish this goal.”
Customers are increasingly turning to social media channels, like Facebook, Twitter and blogs, to recommend brands, provide usage tips, share content, and praise or criticize customer service; all affecting brand perception. Parature for Facebook will enable organizations to easily be where their customers are to engage in their conversations and to deliver quality support directly from their company’s Facebook page. Leveraging this unique social platform, to not only monitor the chatter taking place there, but to actively engage with and support customers in an application of their choosing enables organizations to improve their products, services and customer experiences, strengthening brand and fostering customer loyalty to improve retention rates and keep service costs low. Parature Customer Service software with its social application, Parature for Facebook, provides organizations with a comprehensive, multi-channel way to be where their customers are, and meet the growing expectations of a new generation of Web-savvy, community-minded customers. This application also enables departments beyond customer support teams, from HR and recruiting to Product Management and Marketing to monitor Facebook pages.
General availability for the Parature for Facebook application will be August 16, 2010.
“Parature is extremely excited to announce Rosetta Stone as our first customer to launch the Parature for Facebook application,” stated Parature CEO, Tim Davenport. “Today’s consumers demand an exceptional customer experience through the channel of their choosing, whether it’s phone, email, the Web or social networks like Facebook and Twitter. Social media channels have largely been ignored by many companies, from a customer service standpoint, however it’s important that businesses be where their customers are to take part and engage in conversations that will happen with or without participation from them. As Facebook quickly becomes the go-to destination for customer engagement and relationship building, Parature is proud to be the first and only customer service and support software provider to enable multi-channel service within this social medium. Parature is committed to the success of its customers and dedicated to delivering innovative technology to further enhance the multi-channel service and support experience at an affordable price.”
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. Parature Customer Service™ software integrates a customer portal, rich knowledgebase, ticketing, and a host of other modules in one dynamic, tightly unified system that allows organizations to effectively manage all of their support needs. Parature software increases efficiency across entire organizations, improving processes among customer support, operations, development and sales.
Rosetta Stone
Rosetta Stone Inc. is changing the way the world learns languages. Rosetta Stone provides interactive solutions that are acclaimed for the power to unlock the natural language-learning ability in everyone. Available in more than 30 languages, Rosetta Stone language-learning solutions are used by schools, organizations and millions of individuals in over 150 countries throughout the world. The company was founded in 1992 on the core beliefs that learning a language should be natural and instinctive and that interactive technology can replicate and activate the immersion method powerfully for learners of any age. The company is based in Arlington, Va. For more information, visit http://www.rosettastone.com.
Parature, Inc.
Parature enables organizations to better serve, support, engage with and retain their customers via the Web. Industry-leading, on-demand Parature Customer Service™ software provides customer service organizations with a comprehensive, multi-channel way to meet the growing expectations of their customers. With more than 10 years experience, Parature serves organizations in a wide variety of industries worldwide and helps support more than 16 million end users. Parature is among Inc. Magazine’s Top 100 Fastest Growing Private Software Companies and is the recipient of numerous product, technology, and leadership awards. Today, the Parature name is synonymous with innovation and value in Web-based customer service software, strategies and best practices. Parature is headquartered in Vienna, Virginia with offices in San Francisco and the U.K. For more information, visit www.parature.com or follow @parature on Twitter.
Media Contacts:
Dayna Tenorio
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dtenorio(at)parature(dot)com
Leah Nurik
Gabriel Marketing Group
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leahn(at)gabrielmarketing(dot)com