Consona Dynamic Agent - Support Edition

Turn Customer Support into a Convenient Desktop Experience
Delivering efficient support is the most effective way for organizations like yours to keep customers happy and control costs. But doing it successfully and without a lot of resources is challenging. We have just the thing to help.

Consona Dynamic Agent for Support is a powerful support channel that makes it simple for you to bring enhanced customer support and relevant information directly to a user’s desktop. This intuitive interface is always on and ready to assist with the click of an icon. It’s so smart, available and user-friendly, that customers will prefer it to calling your help desk.

Dynamic Agent smoothes the path to resolution with proprietary technologies that fix problems automatically when they occur. When it can’t fix the problem automatically, it routes service and support requests to the appropriate channels. In other words, Dynamic Agent provides a better experience to customers than that of picking up the phone; and does so at a much lower cost than traditional approaches.

Dynamic Agent Delivers Powerful Self-Help Tools
Think about it this way. By the time a non-technical user explains a problem to a technician and the technician walks the customer through a possible fix, the resolution to a support issue can become more complex than the issue itself. That’s why we chose to deliver our patented self-help troubleshooting and proactive repair tools right on the customer’s desktop. Dynamic Agent trains users to depend on it for swift, accurate diagnosis and repair combined with instant accessibility. It instills customer confidence and increases the likelihood that customers will select self-help over live assistance.

Consona Dynamic Agent Support Edition has been built on over ten years of experience with the design of customer support technology to make it easy for you to deliver the level of support your users have come to expect. With our specialized tools and capabilities, you’ll control the costs associated with support while increasing resolution rates and ultimately providing a satisfying support experience for both your customer and your technician. Click here to learn more.

Key Features

Do-it-yourself tech support

Provide auto remediation of routine problems so users don’t have to call your service desk. Establish real-time triggers and alerts that let you provide just-in-time support. Give customers simple “1-click fixes” so they can resolve their own issues with user friendly “show me”, “tell me” or “just do it for me” content.

Self-healing capabilities

Address known issues associated with security, email, browsers, operating systems or applications before it becomes a problem.

Seamless escalation to support channels

Optimize support channels and speed resolution with efficient routing to chats, remote support and other live assistance. Ensure support channel efficiency by capturing, recording and transmitting system configuration data and corrective step history through our SmartIssue Technology.

Targeting and authoring

Continuously gather user, system and activity data and use it to segment the user community for targeting. WYSIWYG authoring environment allows a support person to author all of the support solutions needed for proactive or reactive support.

Proactive support capabilities

Support Actions - scripted, 1-click solutions that fix a customer's problem in, literally, one click. Support Jobs - push out fixes on a mass basis; if you know a group of users will have a problem, you can push out a fix to that targeted group and it will run behind the scenes. Support Articles - provide solutions that you want the customer to readily access on their desktop. Support Protections - patented DNA Probe™ technology that understands applications and settings and will "protect" their working state.

Reactive support capabilities

Support Alerts - "toaster pop" messages to your selected targets. Support Triggers - detect problems when they occur and immediately apply a fix. Support Messages - "toaster pop" messages that with one click, fix a problem.