Consona Resolve

Sometimes It’s Okay to Be Self-Serving
Self-service, customer support centers have fast become the channel of choice for customers. And being able to offer a knowledge-rich, resolution-focused, self-service tool is one of the most efficient ways to support customers and help them to help themselves. And as a result, you reduce the cost of customer care to your organization by deterring those calls from coming into your service desk. Sound too good to be true?

One-Stop Shop for Non-Stop Knowledge
Of course, a fundamental key to a successful self-service strategy is having a knowledge management system that can offer exactly what is needed for exactly whom its needed-whether that’s your customer or your analyst.

Let’s dig in a little deeper. Consona Resolve automates the real time creation, publishing and management of knowledge-based content. Agents profit from Consona Resolve through functionality that allows them to create and utilize a rich, consistent repository of knowledge to speed problem resolution and provide quick and convenient access to both structured and unstructured data.

For the customer, our patented SmartIssue technology dynamically collects configuration information and presents only personally relevant solutions to solve the specific problem or question at hand. Then there are times the resolution to a support issue can be more complex than the issue itself.

That’s why Consona Resolve includes SupportActions infrastructure, our patented development and delivery environment for creating, delivering and reporting one-click fixes. These scripted fixes make it easy for customers to help themselves, reduces both errors and resolution times, and ensures consistency across multiple service channels. For those more technically inclined, customers can also choose “tell me” or “show me” options that outline the steps they need to take to resolve their issues on their own.

Key functionality includes:

• Natural language search
• Configurable authoring and reviewing workflow process offering parallel or serial workflows
• Over 15 out of the box configurable content templates including, ”do it for me" automated, one-click fixes
• Feedback to indicate whether an article or automated fix helped resolve a problem, thereby continuously improving content effectiveness
• Targeted alerts and news flashes on the customer portal
• Out of the box knowledge adoption, usage and effectiveness reports

If for any reason an issue cannot be resolved in self-service, organizations can quickly and easily escalate the issue to the best support channel for assisted service—whether that’s web requests or online chat with an analyst—when used in conjunction with Consona Live Assistance.

It’s really the best of both worlds when you put knowledge-centric support at the core of your support operations. To find out more about how Consona Resolve can reduce operational costs & increase customer satisfaction all while putting your customers in the driver’s seat, contact us today.

Key Features

Targeted self-service based on environment information

Uses SmartResults technology where we use the SmartIssue to filter results presented to the user based on environment information. Examples: So if they have a problem with a driver and they are on Vista, we only present drivers that are compatible with Windows Vista. If they are premium support customer, we may present support content or tools that are only available to premium support customers.

Authored one-click fixes for both self-service and agent use

SupportActions are scripted one-click-fixes that take the usual multi-step support article and automate the steps – thereby allowing the user to essentially push a button and have their problem fixed automatically.

Seamless and intelligent escalation of an issue to Consona Live Assistance

Live Assistance provides Intelligent Routing, Integrated Issue Management, Integrated Knowledge Automation, Real-Time SLA Monitoring, and In-Depth Reporting Tools.

KCSsm Verified v3 when used in conjunction with Consona Live Assistance

KCSsm Verified v4 to enable Knowledge-Centered Support. Supports ITIL incident management, problem management, and service management processes.