Self-Service Trouble-Shooting and Resolution Connected to Real-Time Experts and a Proactive Community What kind of customer support infrastructure do you need if you sell complex high tech products like mobile phones to hundreds of millions of customers? You need a state-of the art customer service platform that provides self-service and assisted service trouble-shooting, diagnostics and resolution. You want customers to be guided quickly through the steps they need to diagnose and resolve issues automatically. You want each of those attempts to automatically generate a case so that if the customer isn’t successful, you have captured all the information for an expert, or a community of far-flung experts, to lend a hand. Consona Knowledge Driven Support (KDS) is such a platform. It provides closed-loop case management and excellent knowledge management, and it’s currently being used by Verizon Wireless, Research in Motion, Canon, Sony Electronics, Canon, Avaya, VMware, QLogic, and ADP to support hundreds of millions of customers. At the core of Consona KDS are “Resolution Flows.” Analyst Mitchell Kramer describes them this way: “Resolution Flows are conditional sequences of discrete steps that lead a customer toward the solution to a problem (or the answer to a question). If a solution can’t be found, then Resolution Flows can escalate to assisted-service by creating a case or to social-service by submitting a Post to a community and waiting for Replies.
By Patricia Seybold and Mitch Kramer
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