As a provider of knowledge management software, Consona (News - Alert) Corporation will be presenting at the 2011 Technology Services World Silicon Valley conference on May 2-4 in Santa Clara, California.

Joined by its client, VMware, Consona’s General Manager, Tom Millay, will discuss how VMware uses social media for its support organization. VMware is an international leader in virtualization and cloud infrastructure, and uses Consona’s knowledge management software to leverage the success of its support organization.

Millay stated, “I’m very excited VMware is sharing their story because social media is transforming the way in which companies deliver customer service and support.” The session is titled “Using Social Support to Enhance Knowledge Sharing & the Customer Experience,” and it will explore how VMware introduced social media into its support organization, and how it has enhanced knowledge sharing and transformed the way they communicate with customers.

Lynn Llewellyn, senior manager of knowledge practices at VMware stated, “Last year we identified an issue that could have potentially affected a lot of customers. Once the Knowledge Base (News - Alert) article was complete, we immediately broadcast a ‘heads-up’ to our Twitter followers. Then we started discussing it on our blogs. As a result, we were able to direct customers to the solution online rather than having to call into Support. There was no panic. Customers were able to say ‘help me bypass this problem’ rather than ‘this is happening, help me fix it.”

VMware has experienced a 100 percent increase in visitors to the Knowledge Base in one year, from 2009 to 2010, since implementing the social strategy. Find out more about this conference by visiting http://www.technologyservicesworld.com/spring11/about.php.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny