Digital Press CD

Vienna, VA (PRWEB) November 21, 2011

Parature, a global leader in cloud-based customer engagement software, announced today that Evernote, the company that’s helping the world remember everything, has selected Parature for online customer support to service its worldwide customer base.

Evernote supports more than 16 million customers worldwide for its suite of products that allow users to capture anything from their real and digital lives, and access them anytime. To effectively support its rapidly growing user base, Evernote needed to switch from a single dimension customer support software to a multi-dimension, scalable one that would give its agents better reporting tools, a more holistic view of their customers, and automatically support multiple languages, as Evernote quickly expands its overseas reach.

Multi-language support is very important to us. Evernote adds new languages to its products on a regular basis, which means that we need a customer support solution that can address the needs of users in various geographies,” said Phil Dean, Evernote’s VP of Customer Satisfaction. “We also value Parature’s excellent email support options, as well its ability to provide useful insights and analytics for our many clients. Parature has significantly improved our ability to effectively respond to the needs of our users.”

Since Evernote has deployed Parature, the company has seen excellent results. Because they are able to use Paratures reporting tools to categorize queries they can respond faster to premium inquiries. Since deploying Parature, Evernote is now meeting 100% of their SLAs for premium inquiries. Additionally, they have decreased training time by focusing agents on specific skills-based queues. As agents gain experience, Parature provides easy-to-manage functionality to add queues for each agent. Evernotes customers are also benefiting from Paratures Knowledgebase and EasyAnswer feature which allows its customers to search a comprehensive FAQ and find their own answers, cutting down on the number of tickets that need to be submitted and processed.

Evernote is a great example of a global company that needs a cloud-based, multi-language support system that can service clients anywhere, anytime, said Duke Chung, Co-Founder and Chairman of Parature. We are proud to power Evernotes customer support portal, and are thrilled theyve already seen improvements in their response time to customers as well as gains in internal efficiencies. We look forward to working with Evernote and easily scaling their support system as the company grows, and adds more products, languages and customers.

About Parature

Parature is the industrys 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. Magazines 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 worlds most innovative organizations, federal agencies and companies, including Rosetta Stone, SuccessFactors and Threadless. Parature is headquartered in Vienna, Virginia. For more information, visit http://www.parature.com , follow @parature on Twitter, or like us on Facebook at facebook.com/parature.

About Evernote

Evernote is helping the world remember everything by building innovative products and services that allow individuals to capture, find and interact with their memories. Evernote apps are available on all major computer, web, mobile, and tablet platforms. For more information, please visit: http://www.evernote.com.

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London, UK (PRWEB) November 03, 2011

Social media research specialist DigitalMR releases latest findings on what customers are saying about smartphones on the internet.

DigitalMR analysed over ? million customer comments about smartphones across July-August 2011. Just over two-thirds (67%) of these customer views are positive, compared with 33% negative.

The most mentioned smartphone brands are all Android models. HTC garners more mentions than any other brand, with a 35% market share of all positive comments and a 32% share of the smaller, negative comments group. Next placed is Motorola with 21% positive mentions and 21% negative, followed by Samsung with 20% positive and 25% negative. Together, these Android brands account for three quarters of all measured customer comments regarding smartphones.

Results are based on comments posted by consumers on the major smartphone brands: Apple, Motorola, Samsung, RIM (Blackberry), HTC, LG, Nokia, Sony Ericsson, Huawei and HP across Jul-Aug 2011.

Interestingly, the more established smartphone brands from Apple and RIM (Blackberry) only account for 5% and 3% of total customer comments respectively.

DigitalMRs analysis (powered by SocialNuggets) is based on comments posted via a range of relevant websites and open access social media platforms. It measures, not only the number of comments posted by consumers on the internet, but also their sentiment whether posts are positive or negative in nature.

Managing Director of DigitalMR, Michalis Michael commented: Android models are now comfortably outselling more traditional models from established players such as Blackberry and iPhone, and this is firmly reflected in their dominance in terms of online buzz.

All the brands measured, achieve a positive Net Sentiment Score (NSS) for Jul-Aug. NSS provides an overall percentage score of net positive posts. The average NSS taken across all the brands measured is 34%. This shows customers are generally very happy with their devices and are sharing the good news online.

Of the three most talked about brands on the web, HTC had a NSS of 38%, followed by 34% for Motorola and a below par score of 23% for Samsung.

The highest NSS is achieved by Nokia (55%) followed by LG (45%) with the lowest by HP (13%) followed by Huawaei (20%).

Click here for further data

Features

DigitalMR measures thousands of customer posts regarding the services and features attributed to smartphones. The Operating system and Service provider features generate the most comments – both positive and negative. Operating system attracted a 20% share of positive posts vs 22% of negative ones, while Service Provider produced 21% positive vs 23% negative.

In their words customer comments sample

NOKIA

True, at least Nokia starts producing something what is not android, too many manufacturers use android, and I want world “without limits” Nokia can offer people nice Windows phone devices in future, and I actually am very interested in these upcoming phones, even in my country news are calling those upcoming phones “Nokia Super phones”

http://www.youtube.com/all_comments?v=Q6rgdu9eMoQ

LG

The LG Optimus 2x P990 HD Smart-Phone is the business…..Im very happy with the: “LG Optimus 2x P990″ definitely best value for the money and cash speaks oodles especially I think the present price is a bargain.

http://www.amazon.co.uk/LG-Optimus-Android-Mobile-Phone/dp/B004V73OAQ/ref=sr_1_1?s=electronics&ie=UTF8&qid=1319447478&sr=1-1

HP

HP Veer is small even for a little person… Even for my 6 year old brother… Even for… you get the idea… A SMALL touch screen on a Smartphone is just WRONG! Touch screens are meant to be big and beautiful, easy to type on and see information and multimedia… This is a joke!

http://www.youtube.com/all_comments?v=5G3xZrhSWUY

HUAWAEI

…In addition to a TERRIBLE battery life Huwaei M835 phone also has a very low volume level especially from the headphone out jack. It is supposed to have some sort of surrounded sound feature but when I turn it on it doesnt get any better.

http://androidforums.com/members/mcr0986.html

Click here for further customer comments and more about web listening reports

About DigitalMR

DigitalMR is a specialist agency which provides a holistic approach to web based market research. It specialises in utilising social media research, especially web-listening, and sophisticated technology platforms to enhance its business consulting approach.

DigitalMRs solutions also include community panels, access panels, web usability and a distinct focus on qualitative research online. The agency has pioneered new methods in online focus groups alongside tools such as video diaries, bulletin boards and online ethnography.

The agency operates in affiliation with international market research company MASMI http://www.masmi.com. DigitalMR is headed by founder and MD, Michalis Michael and has offices in London, UK; Nicosia, Cyprus, and Columbus, Ohio, in the US.

Click here for more about SocialNuggets

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