Consona Live Assistance:
Your Whole Solution for Multi-Channel Assisted Support

Let’s face the facts. When customers need hands-on help, they want it now and they expect you to know everything they’ve already told you about their problem … and then some. So how do you, the only person who can fix whatever went wrong, be there where and when they need it?

The answer is a collection of powerful tools included in Consona’s Live Assistance solution, such as web collaboration, e-mail, live chat, and phone support interfaces which provide support technicians with multi-channel consistency across all assisted service channels to resolve common end-user problems.

Live Chat
Our chat-based electronic service channel, Consona Chat, can increase both call center capacity and user satisfaction. With the ability to handle up to four chat sessions simultaneously, Consona Chat provides an ergonomically designed, color-coded, high-volume, multi-chat user interface to manage both inbound and proactive outbound online chat. And it offers the option to move straight into a remote control session if the issue isn’t getting solved fast enough. For maximum productivity, Consona Chat also offers real-time SLA monitoring, allowing supervisors to monitor queue times, trends, and individual chat sessions in real-time as well as the ability to chat privately with agents and assist when needed.

Web Collaboration
The Consona Remote Control feature enables web collaboration by preventing expensive and time-consuming customer visits through full remote control of a customer’s machine. It offers simple connection flows so users who call in for help can be remotely assisted in a matter of minutes. Once connected, you can feed your agent critical diagnostics information about the customer’s PC and environment to speed resolution times.

E-mail
The Consona E-mail Assist tool provides electronic communications (e-mail) between customers and analysts at high-volume contact centers. Fully integrated with other Consona Live Assistance channels, Consona E-mail Assist helps service and support organizations more efficiently manage “channel-hopping” consumers, subscribers and employees, who expect seamless service from channel to channel—including on the same issue, where a person can be escalated from e-mail to chat without repeating core information about the issue or his or her product mix and environment.

Phone Support Interfaces
The Consona Voice Assist tool integrates with your VoiceXML compliant IVR system and brings functionality to both enterprises and customer-facing service and support organizations by automating the technical diagnostic process via the telephone when an end user is unable to connect to the Internet. The software can dynamically configure the information into a code specific to the situation. The end user can then provide the code via the telephone to a support agent, and using the diagnostic data indicated, the agent can more quickly and accurately troubleshoot problems and. With Consona Voice Assist, your agents are already well on their way to resolving issues once the phone call is received, without having to prompt the customer for basic information. The support call can also be seamlessly escalated to a chat or remote control assisted channel when further diagnostics or resolution is required.

Why Consona Live Assistance?

Individually, there are many point solutions out there on the market that can be cobbled together to create your multi-channel support infrastructure. So, let us tell you a little bit about Consona Live Assistance’s key differentiators:

Deep Integration
Consona Live Assistance is built to allow for deep integration with Consona’s—but also any other vendor’s—case management and knowledge management solutions.

• Case Management
  It is critical to have a single system of record for all service and support issues, regardless of channel. Consona Live Assistance offers integrated access to details of a customer’s current issue and past issues, allows administrators to create configurable requests that facilitates routing and diagnosis, and will help you log and track channel hops and escalations, such as converting a chat request to a “contact me later” e-mail request, and vice versa.
• Knowledge Management
  If there’s one thing Consona believes in, it’s that knowledge management is not a module. With knowledge at the center of your support ecosystem (after all, it is how you solve cases!), you’ll ensure that every support interaction is handled with the same set of resources, and that every case—regardless of channel—is an opportunity to improve that set of resources.

KCS^sm Verified Solution supporting Knowledge Centered Support methodology
Consona Live Assistance offers a Resolve Window, which enables faster resolution times by producing relevant, contextual knowledge immediately to agents. Furthermore, when an agent completes a customer interaction, the Resolve Window presents an opportunity to capture, improve, or reuse the knowledge used to resolve the incident. Integrating these processes allows for Consona Live Assistance to align with the Knowledge Centered Support (KCS) methodology and with Consona’s vision as a KCS Verified solution suite.

Advanced Diagnostics and Resolution Tools
Increase resolution and average handling time for known issues by providing a personalized and differentiated support experience. Our web-based remote control capability uses both indirect and direct connections to offsite computers, helping your agents provide remote maintenance and issue resolution. All the environmental information is at their fingertips so they can provide a faster diagnosis. What’s more, agents can resolve issues even faster with our Support Actions—or scripted, one-click fixes—that can be deployed directly onto a customer’s PC for immediate resolution of common, known problems, such as “Reset my password” or “My e-mail is not connected.” Our remote diagnostics and repair tools are a surefire way to simply “Wow!” your customers with value-added service.

Intelligent Routing
Consona Live Assistance channels provide seamless escalations from channel to channel without losing key customer or issue information. It can not only intelligently route incoming requests to ensure the issues are distributed according to expertise and availability but also dynamically route issues to queue’s and other channels based on the issue itself. And, the queue parameters are configurable so the system knows who is working or who isn’t, how many customers an agent may already have, and be able to provide pre-configured messages for the agent to push to the customers.

In-Depth Reporting
Service and support success requires that all stakeholders know how they’re doing. With measures that pull together results from each channel, Consona Live Assistance offers a comprehensive real-time analyst and SLA monitoring, as well as a reporting system that can provide management with daily agent performance statistics, as well as personal SLA reports for each agent. There also are operational and analytical reports to evaluate organizational and individual effectiveness, customer satisfaction surveys, and audit logs for chat and remote session support. Further metrics to monitor, compare and improve the adoption, usage and effectiveness of your assisted and self-service channel offerings also are available.

No matter what you do, your customers will always require hands-on help. Consona Live Assistance is focused on helping you drive efficiency into the process of assisting your customers, while simultaneously wow-ing them. If you’re ready to take your service and support operations to the next level, then contact us today!