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Vienna, VA, August 11, 2011—Parature, a global leader in cloud-based customer engagement software, announced today that Lycos, Inc., one of the original and most widely-known Internet brands, has selected Parature as its Customer Service Software of choice for three of its popular Internet brands: Gamesville, Angelfire and Tripod. In addition, Parature is the underlying Customer Support solution for Lycos’ services around Mail, Domains, Search, Yellow Pages, Lycos Jobs, WhoWhere, Lycos Shopping, and Classifieds on its website.
Lycos customers, whether they are on Gameville, Angelfire or Tripod, or using the Lycos services mentioned above, can now search a comprehensive Knowledgebase online, full of helpful articles tailored for each brand, and receive auto-suggested answers to their inquiries with Parature’s new EasyAnswer feature. If customers do not find the answer to their specific question, they can easily submit a ticket on the Web portal, which is then instantly routed to the appropriate product expert from Lycos’ customer service team.
“Lycos is fully committed to providing exceptional service to our customers,” said Joe Pranevich, Director of Technology and Operations at Lycos, Inc. “This means bringing in the most sophisticated tools, such as Parature’s cloud-based customer support solution, to manage and track all of our customers’ inquiries across the Web. The self-service piece is critical and helps us put more knowledge at the fingertips of our customers. At the end of the day, managing and tracking this all from a solution like Parature’s means better service to our customers, and more useful feedback for us on our products.”
Additionally, with the flexibility of Parature’s software, Lycos can customize each Support portal to match each Lycos Brand, whether it’s Gamesville, Angelfire, Tripod, or Lycos’ own General Support, so customers have a seamless transition from the Lycos service to the Knowledgebase and ticket submissions.
“We are thrilled that a major Search and Portal business like Lycos is using Parature’s cloud-based software as its underlying support solution for multiple brands,” said Duke Chung, Founder and Chairman of Parature. “Online businesses naturally have customers who expect to find answers 24/7 on the Web, from wherever they are. We are able to provide a software solution that can handle that demand, providing Knowledgebases and a simple ticket submissions process, and a very efficient way for businesses to track and manage all inquiries online. The result is for a company such as Lycos, we can not only help them improve service for their customers, but help reduce call center and customer service costs.”
About Parature Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support over 30 million end users worldwide. Parature empowers customer service organizations to monitor, manage, resolve and respond to a high volume of service issues across multiple communication channels, including the growing number of service-related conversations that are happening every day within social media channels. With more than a decade of experience, Parature delivers support and social media engagement and management solutions to mid-size and enterprise organizations across a wide variety of industries. Parature is among Inc. Magazine’s Top 100 Fastest Growing Private Software Companies and is the recipient of numerous product, technology, and leadership awards. Parature is used by some of the world’s most innovative organizations, federal agencies and companies, including Rosetta Stone, Cox Communications, SuccessFactors and Threadless. Parature is headquartered in Vienna, Virginia. For more information, visit www.parature.com , follow @parature on Twitter, or like us on Facebook at facebook.com/parature.
About Lycos, Inc. Lycos, Inc. operates search and technology web sites that foster online communities, evolving from one of the first search engines on the web, into a comprehensive network of social media web sites that foster online communities. Lycos’s award-winning products and services include tools for blogging, web publishing and hosting, online games, e-mail, and search. Other Lycos products and sites include Lycos.com, Tripod, Angelfire, HotBot, Gamesville, Weather Zombie, WhoWhere, and Lycos Mail. Lycos is a wholly-owned subsidiary of Ybrant Digital, the end-to-end global digital marketing company. Lycos is headquartered in Waltham, Massachusetts. Ybrant Digital is headquartered in Hyderabad, India and has a global presence, with offices in 20 countries including North America, Argentina, Chile, Uruguay, Mexico, UK, France, Germany, Serbia, Israel, India and Australia, and representatives in Scandinavia, Poland, Italy and Greece. www.ybrantdigital.com
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