Consona Chat

Chat Smarter, Not Harder
Did you know that providing valuable self-service knowledge to your customers is just the first step in a successful e-service strategy? If customers don’t feel comfortable navigating your portal, or just can’t find what they are looking for, they can abandon their search altogether and pick up the phone to find the answer. The results? Higher service costs and decreased satisfaction.

Wouldn’t it be GR8 if you could offer a seamless escalation for a customer from a self-service portal to an assisted chat? Gather technical details of the customer environment such as the OS version, IP address, or any custom information that is pertinent to the support incident? Present everything the customer viewed or tried within their self-service session and pass it to your CSR?

You can with Consona Chat.

Consona Chat includes:

• Inbound chat or outbound, proactive chat
• Seamless integration with Consona Self-Service
• Gathering of technical machine diagnostic information automatically
• Ergonomically designed, color-coded, high-volume, multi-chat user interface.
• Real-time SLA monitoring – CSRs can monitor their daily statistics and supervisors can monitor both queue times as a whole and individual chat sessions.

Consona Chat is preferred by many of the world’s largest companies for its scalability, high efficiency and enabling role as part of a larger support automation initiative. When combined with Consona Live Assistance, you’ll have a world-class, fully integrated support solution available right at your fingertips. So if you are you wondering what the best options are for implementing chat in your service desk or how you can improve your current chat capabilities, contact us today.

Key Features

Various chat connection options

User initiated from self-service article or direct from portal form. Analyst conversion from phone. Proactive triggered chat. Desktop Portal chat form.

Inbound and outbound, proactive chat

Proactive Chat Web Site Page Monitoring and Filtering – Web site visitors are monitored based on defined trigger criteria. When trigger criteria are met, the visitor profile is filtered before being placed in a Proactive Chat queue. Proactive Chat Rules Engine – server-based graphical tool for creating triggers and filter mechanisms in real-time. This feature is part of the Support Administrator application. Proactive Chat Queues – special Consona Chat queues designed for proactive chat management. The arrangement of queues depends on how your company has implemented the Proactive Chat and Consona Chat applications. Proactive Chat Invitation – fully brand-able and pop up blocker friendly chat invitation mechanism.

Feature-rich analyst console

Accelerate analyst response with built in languages and communication tools: Searchable canned content, integrated spell check, smileys, profanity filters. Speed up diagnosis/resolution: Issue history and pre-collected diagnosis information available to the analyst. Improve Capacity: Handle up to 4 concurrent chat sessions. Reconnect user to the same analyst for a consistent support transaction. Pre-configured user and analyst messages, banners and alerts.

Automatic reconnect on reboot

Consona Chat offers chat room reservations in the event the user must restart the browser or reboot the computer in order to trouble-shoot or resolve an issue. The user receives simple reconnection instructions through chat or email that can be easily used to skip the queue and close the issue with the same analyst for fastest possible time to resolution and high user satisfaction.