Consona Reveals a New Breed of Automation to Fix Customer Issues

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New Whitepaper Examines Automating Service and Support with Support Actions and Offers Best Practices to Achieve the Most Value

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Their customers expect zero problems, but if problems do arise, both want them dealt with quickly and painlessly.

Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, announced today the availability of a new whitepaper, “One-Click Satisfaction: Automating Service and Support with Support Actions.” The paper examines how organizations with increasingly complex, customized technology environments are finding their success rates with self-service trending steadily downward to nearly 40 percent, and how they are looking at innovative ways to provide customers an improved service experience.

“Regardless of whether it’s an IT service desk maximizing the productivity of demanding knowledge workers, a customer support organization making sure customers are receiving full value from your products, or a digital service provider seeking to increase average revenue per user (ARPU) and loyalty, the mission is the same,” according to the paper.“Their customers expect zero problems, but if problems do arise, both want them dealt with quickly and painlessly.”

In “One-Click Satisfaction: Automating Service and Support with Support Actions,” Consona shares what makes Support Actions an especially powerful tool for a service and support organization’s toolbox, best practices Consona customers have shared on how to get the most from automated issue resolution, as well as the benefits Support Actions bring to Consona customers.

“Although the idea behind Support Actions is simple—it’s software that proposes what needs to be done, and with the user’s permission, does it—successful implementation requires Support Actions to be intelligent, empowered, customizable, powerful, and easy to create,” said Tim Hines, vice president of product management, Consona.

To view “One-Click Satisfaction: Automating Service and Support with Support Actions,” please visit http://crm.consona.com/CRM/LearnMore/SupportActions/.

For more information on Consona and its CRM solutions, please visit the Consona CRM website at http://crm.consona.com/.

About Consona Corporation
Consona Corporation (Consona) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures VI LP and Thoma Bravo LLC jointly own Consona. For further information, visit http://www.consona.com, e-mail infoATconsona.com, or call (888) 8 CONSONA.

Contact:
Mitch Briggs    
Consona Corporation
P: (317) 249-1620
M: (317) 829-4210
pr(at)consona(dot)com     

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