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Duke Chung co-founded Parature in 2000 with a vision to provide superior customer support software accessible via the Internet. Today, Parature’s Software-as-a-Service (SaaS) product suite supports millions of end users worldwide in diverse industries from national associations, leading educational institutions, gaming & interactive media, manufacturing, services, and technology companies. Prior to Parature, Duke co-founded Limespot, a company focused on providing students vital campus information over the Internet.
Don’t ignore traditional channels because you’ve become focused on social media.
Better Metrics Management
In social service 2.0, it’s important to track several metrics and adjust your strategy as volume and complexity grow. Response time, time to resolve, tickets opened per day and tickets resolved per day are all part of traditional customer service metrics, but social media can render them more complex.
Bottom Line: Adapt and Evolve
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