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Consona's Knowledge Management Software Offers Improved Customer Service and an Unparallel Platform

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May 10, 2010

Consona's Knowledge Management Software Offers Improved Customer Service and an Unparallel Platform

By Kelly McGuire, TMCnet Editor


Knowledge management software gives companies the ability to automate business-critical tasks in efforts to deliver a resolution and support system for customer self-help issues, inquiries and information.


Focused entirely on customer service and support, knowledge management software provider, Consona (News - Alert), has a product solution encompassing case management, CRM, chat, email, remote control and communities, as well as knowledge management.

Andy McNutt, Manager, Marketing Communications at Consona, told TMCnet in a recent interview that, in regards to service and support, there is quite the list of benefits.

"Knowledge management software gives service and support organizations the ability to collect, and author enterprise knowledge and make it available to customer support representatives (agents) and (usually) customers via a number of channels including phone, online self-service, chat, email, communities (forums) and more," McNutt said.

For the call center industry, Consona's knowledge management software puts answers in the agent's fingertips, which allows for faster completion of customer requests, making operations smoother and more efficient.

"It deflects common, repetitive calls to self-service, allowing agents to concentrate on new cases and more complex issues," McNutt said. "It also helps to get new agents up to speed faster, and allows inexperienced agents to access the knowledge of experienced agents, those who have left the company, and in some cases, experienced customers who provide knowledge through communities."

In regards to competitors, Consona's major focus is less about the success of its own company, and more about the satisfaction of consumers - a rarity in today's seemingly tough economic times.

"Consona is the only vendor focused entirely on customer service and support with a whole product solution encompassing knowledge management, case management, CRM, chat, email, remote control, communities and more," McNutt said, adding that the product is also the only software that is KCS Verified v4 by the Consortium for Service Innovation for both knowledge management and incident management.

"KCS is the industry standard for service and support best practices. In addition, our advanced search technology makes it possible to provide answers to even complex issues via self service. Advanced analytics allow for the measurement of knowledge management and cases together, and over long periods of time," he added.


Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.

Edited by Kelly McGuire







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