Providing Consistent Cross-Channel Service and Support:
Optimize the Customer Experience Across Touchpoints

One Company? Or Many?
Customers are finely attuned to moments when they’re treated differently depending on who (and how) they ask. Transactions that are impossible over the web suddenly get completed after a strongly-worded e-mail. The contact center says “no,” but the in-store associate says “yes.” The web site says your transaction went through, but the chat agent can’t find it.

In all these cases, customers feel like they’re not dealing with one company, but several. They become frustrated, try to figure out how to work the angles, and ultimately lose confidence in anything they hear. Inconsistent service and support is a fast way to erode loyalty.

The Challenge is the Channels
Some of this is simply human nature—it’s easier to write a line of web site code that denies a request than it is to say “no” to a person standing in front of you. But much of it is a result of the fact that each channel is managed by its own technology, and it’s hard to keep them in synch. Consider that a large company might have a myriad legacy point tools, each creating its own customer experience:

• A CRM / case tracking tool with a simple knowledgebase module for handling phone requests.
• A self-service web tool or virtual representative that has its own FAQ database.
• An interactive voice response (IVR) tool that provides answers to simple, repetitive questions.
• A chat client with canned text that can be pasted into a conversation.
• An e-mail response system with its own email templates.

With the best of intentions, it’s practically impossible to coordinate all of these disparate systems. What’s needed is a software solution that defines policy and supplies consistent, self-improving knowledge to all customer contact channels.

That tool is Consona Knowledge Driven Support.

Consistent Policy and Knowledge at Each Customer Touchpoint
Consona’s solution sits at the center of the customer service experience architecture and, like a talented conductor, keeps all the channels and components working harmoniously to a common goal.

Key Features

Process scripting

Embeds intelligence in the processes agents use to manage customer inquires and requests, no matter from what channel they originate.

Resolution flows and wizards

Steps agents and customers through a pre-specified path to resolve common or high-value issues.

Business rules engine

Implements both simple and complex cross-channel business rules to ensure that all customer interactions comply with policy and deliver the desired customer outcome.

Unified knowledge platform

Delivers knowledge based on the collective experience of the organization to customers, consistently, through all assisted and self-service interactions.