Customer Support

The Consona Customer Support team is committed to quickly and effectively addressing and resolving our customer’s support and technical questions regarding Encompix software. The Customer Support staff is available Monday through Friday from 8:00 AM to 7:00 PM to answer customer phone calls and follow up with cases received via the Web. Consona uses skills-based routing to ensure that specialized analysts are available to immediately address your question. For more complex issues, our analysts use the Encompix ServiceNet tool to work directly with customers to diagnose problems and share applications remotely via the Web to resolve support issues. In addition, customers have complete access to the same case management and knowledgebase systems that are utilized by our support analysts.

Web-Based Support

Encompix customers also can access instantaneous service and support via the Consona Expert customer portal. The Consona Expert site serves as our customer’s principal source for information on Encompix products and services, 24 hours a day, seven days a week. Encompix customers visit Consona Expert to resolve support issues, register for education classes, download software updates, review technical bulletins, communicate with other customers, learn more about our product and service offerings and so much more.

Consona is recognized as a leader in delivering Web-based support and services. The Consona Expert site has received the SSPA Webstar Award for outstanding Web-based support and has been named to the “Ten Best Web Support Sites” for two consecutive years by the Association of Support Professionals. Consona continues to enhance our Web-based service offerings and solicit customer feedback on how to make Consona Expert more useful.

Benefits of Web-Based Support Include:

• Get answers fast with our automated skills-based routing system that directs inquiries to our qualified system subject experts.
• Access to support analysts that have experience in both manufacturing and software.
• Case management tools for creating, updating, closing and querying support cases, 24 hours a day.
• An online knowledgebase for quick, self-help answers to your application questions.
• Virtual education courses.
• Direct access to a consultant using Consona cyber consulting services.
• Opportunities to provide feedback on products and services and/or participate in beta testing for new applications.