Consona Live Assistance

Here You Come to Save the Day (and a Customer or Two)
Let’s face the facts. When a customer needs support assistance, they want it quickly and easily. Your customers simply don’t have time (nor do they want) to wait. So how do you, the only person who can fix whatever went wrong, jump in for the rescue and become your customer’s very own superhero?

First, you’ll need to be armed with a collection of super powerful tools included in Consona’s Live Assistance Solution which provides support superheroes like yourself with multi-channel consistency across web, email, live chat, and phone interfaces to resolve common end-user problems. With three integrated technology components — online multisession chat for high-volume service desks, robust remote diagnostic tools and remote control with firewall traversal — your customers can interact seamlessly with your service desks. And your analysts can more easily access technical answers, automate problem solving and speed the time to resolution.

Click here to download the Live Assistance Data Sheet.

Consona Live Assistance includes:

• Consona Chat for increasing efficiency and customer satisfaction through inbound and proactive outbound (sales) online chat
• Consona Remote Control for preventing expensive and time-consuming customer visits through full remote control of a customer’s machine
• Consona Diagnose and Repair for improving incident outcomes when remotely assisting end-users using advanced diagnostics

Great Scott You Say?
Well that’s just the tip of the iceberg. Consona Live Assistance also allows for escalation, tracking, and resolution data to be integrated into call tracking systems to ensure that there are no lost interactions and that there is a single system of record. All of this information gives management visibility for continuous service improvement.

Key differentiators of Consona Live Assistance:

• Automatically route calls to the right analyst with smooth escalation handoffs
• Multiple concurrent chat sessions to increase average number of incidents handled
• Real-time diagnostic data is captured from the customer and passed to the analyst, saving valuable handling and diagnostic time
• Automated diagnostics using real time data and one-click fixes for the CSR
• Bi-directional integration with CTS (call tracking system) for auto population of resolution history and system information
• All CSR interactions are audited and logged

Consona Live Assistance is the only “special power” you’ll need to rescue your customers and reduce your costs. So if you’re ready to be a Service Desk Superhero, than contact us today! (Cape not included)

Key Features

Intelligent routing

Intelligently routes incoming requests to ensure that issues are distributed according to expertise and availability. Dynamically routes issues to queues and channels based on the content of the customer’s form. Configurable queue parameters: working hours, holidays, maximum number of customers, wrap-up options.

Integrated issue management

Integrated access to details of the logged in customer’s current issue and past issues. Configurable Requests: dynamic, configurable by the Administrator and facilitate routing/diagnosis. CTS Integration: standardize on a single system of record for all service and support issues, whether they are handled over the phone or support automation channels. Helps in Conversion of chat requests to “contact me later” web requests or vice-versa. Status Checks and Request History look-ups.

Integrated knowledge automation

Request forms can allow customers to search for articles and automated one-click-fixes prior to requesting a chat. The customer’s self-service session information (most recent search term, article viewed, and one-click fix run) are viewable by the agent when a customer requests a chat session. One-Click Fixes using SupportActions that are scripted automated fixes that run on the end-user’s computer. Analysts/CSRs can browse and push support content and One-Click Fixes to the user’s system during a chat session. KCS Verified: best practice methodology to build and manage content that was developed by the Consortium for Service Innovation and adopted by the Help Desk Institute (HDI).

Real-time SLA monitoring

Analysts can monitor their daily statistics, such as the number of issues handled and average handle time. Supervisors can monitor chat sessions in real-time to address SLA issues. Supervisors can send private messages to analysts while in-session to provide tips and encourage best practices. Supervisors are alerted when queues approach or exceed pre-defined SLA thresholds.

In-depth reporting tools

Real-Time SLA Reports Operational reports Operational and analytical reports to evaluate organizational and individual effectiveness. On-demand/on a schedule, permissions-based, and exportable to a variety of common file types for portability to other systems. Customer satisfaction surveys after a chat session to track overall customer satisfaction and monitor the effectiveness of chat invitations (proactive chat) in real-time and through analytic reports. Reports to view Chat transcripts, Remote Control session replay and Resolve usage audit logs. Recommended standard metrics to monitor, compare and improve the Adoption, Usage and Effectiveness of Live Assistance.