Consona Remote Diagnostics and Repair

Key Benefits Increase first call resolutions by up to 20 percent Reduce user involvement in resolution Decrease escalation by as much as 20 percent Cut total time to resolution

Get Your Fix
The cost of poor technical support is high, taking its toll in lost productivity and (worse) lost customers. Often it takes just one negative support experience for a company to lose a customer for good. Using a proven remote-support tool like Consona Remote Diagnostics and Repair can make a critical difference, as it enables service professionals to provide an ideal support experience — fast, easy and secure.

Instantly Connect with Customers to Resolve Technical Issues
Consona’s Diagnostics and Repair allows your support professionals to quickly resolve customer support issues by allowing them to focus directly on diagnosing or solving the problem and less on visualizing problems over the phone and blindly guiding customers toward a solution. It also reduces the analyst skill set required to resolve technical problems with easily accessible solutions and utilities. Out-of-the-box Remote System Tools include:

• Remote Screenshot: Takes a snapshot of the remote system, which is faster than full remote control.
• Remote Shell: Allows analysts to enter commands from a remote command shell. The remote shell is configurable to allow pre-defined commands and/or typed commands.
• File Transfer: Analysts can access mapped drives, create folders, rename folders, and copy multiple files at once.
• Protect and Repair Settings: Analysts can remotely protect and repair software and configuration settings if Dynamic Agent is installed on the end-user’s computer.
• Modify Registry Settings: Remotely create, edit, rename, and delete registry keys and values.
• Process Viewer: Start and terminate processes running on the user machine. Administrators can define or import a list of “rogue” processes (unwanted programs, virus files, etc.) to be automatically detected during an Consona Diagnose and Repair session.
• View/Remove Programs: Analysts can detect the total number of programs installed on the user machine, view details, and uninstall programs.
• Push Web Page: Analysts can push web pages to open on the remote computer.
• View and Edit Event Logs: Analysts can fetch event logs of all types and associated details from the user machine. Analysts can search, save, or delete events on the user machine in the same manner as using the Windows Event Viewer.

Consona Diagnose and Repair can be used on its own or as a complement to Consona Chat. When used with Consona Chat, Consona Diagnostics and Repair provides the permissions based tools and the solutions needed to make online chat an even more effective support channel.

So if you’re tired of talking your customers through complicated troubleshooting and resolution instructions, than we’ve got your fix! And in an era in which customer satisfaction differentiates businesses from competitors, Consona’s integrated service-delivery tools makes it easy for service representatives to deliver a memorable customer experience every time. Contact us now to learn more.