NETTING IT OUT

If you’re looking for a platform to help customers and customer service specialists troubleshoot, diagnose, and resolve complex technical problems, this solution should be on your short list. It’s used by Verizon Wireless, Research in Motion, Canon, Sony Electronics, Canon, Avaya, VMware, QLogic, and ADP to support hundreds of millions of customers. It’s a SaaS/cloud-based solution—so that you can quickly deploy it anywhere and everywhere in the world with multiple language support, and it works with all the mobile devices that today’s customers typically use.

Consona Knowledge Driven Support (KDS) is the flagship customer service offering of the Consona CRM Division of Consona Corporation, an Indianapolis, IN-based software supplier. It’s offered for on-premise and multiple single-tenant hosted deployments. Consona KDS 1.0 was introduced in October 2009 and shipped in June 2010. It’s the version that we evaluate in this report. To date, fewer than 10 customer organizations have deployed it, although approximately 275 customer organizations are currently running the Consona Customer Management case management product and the Consona Knowledge Management knowledge management products that form the foundation of KDS.

On the Customers.com Report Card for Customer Service, Consona KDS exceeds requirements in support for customer interactions, search, UI content management, and analytic functionality. It meets requirements for all the other evaluation criteria.

Consona KDS best fits customer service with these characteristics:

• Technical support/product support
• High-tech organizations
• Case management and knowledge management
• KCS methodology

If these characteristics match your organization and the products that you offer, then Consona KDS is an excellent choice for the software to help deliver excellent, cross-channel customer service.

Report Dashboard

© 2011 Consona Corporation

Illustration 13. This illustration shows the Report Dashboard. Analysts and business users access it to generate and display KM Analytics reports.

CUSTOMER SERVICE TO ANSWER QUESTIONS AND SOLVE PROBLEMS

Customer service products help customers get answers to their questions about your organization, your policies, and your products and services, as well as to solve problems with your products and services. Customer service products help organizations deliver a cross-channel, cross-lifecycle customer service experience by providing case management and knowledge management capabilities across self-service and assisted-service channels and across customers’ activities throughout the phases of the lifecycles of their relationships with your organization.

This report presents our evaluation of Consona Knowledge Driven Support against our evaluation framework for customer service. The report has these sections:

• Introduction to Consona Knowledge Driven Support and to the Consona CRM Division of Consona Corporation
• Customers.com evaluation of Consona KDS
• The Customer Service Report Card on Consona KDS 1.0

CONSONA KNOWLEDGE DRIVEN SUPPORT 1.0

Design, Orchestrate, Analyze, and Manage Customer Service Processes

Consona Knowledge Driven Support (KDS) is the flagship customer service offering of the Consona CRM Division of Consona Corporation. Two characteristics distinguish and differentiate the product...