Design good experiences. Listen and respond fast to change
Design and deploy efficient, personalized service experiences. Listen to feedback and respond to change in minutes—in step with customer response and your budget.
Search extends reach beyond knowledge bases to transactional systems. It increases the accuracy of answers so customers can accomplish more without assistance. Customers can now find answers to questions like "what is the status of my order" or "what is my account balance," without needing to contact an agent.
In a single, easy-to-use interface, the Visual Experience Designer provides the tools needed to create service workflows, build screens and design business logic—in minutes. The Experience Orchestrator implements the experience across functionalities and back-end data, leading service reps and customers through the desired flow. And the KPI Optimizer monitors and fine-tunes the service experience to meet the objectives you set for cost, customer satisfaction, compliance and revenue.
Context-aware, Web Self-Service seamlessly transitions customers from an online problem to agent assistance. The system automatically determines the appropriate channel—whether email, chat or phone—to direct an escalation, based on the value of the transaction or the severity of the issue. Agents have a full history of the self-service session and can help through email or chat, and even co-browse web pages with customers.
Service managers can point and click their way to the ideal online experience for any number of customer segments or types of inquiries. New flows and information are easily added. And change in response to feedback is easily implemented to continuously make the customer experience better.
Intelligent message handling and scripted answers let you respond faster to customers, using less of your agents' time. KANA's email management system is designed to handle exponential increases in customer inquiries, protecting you from backlogs of unanswered requests and unhappy customers.
Web Self-Service alerts agents to problems and enables them to engage in multiple live chat sessions simultaneously. Scripted sessions increase efficiency and ensure compliance. Problems are automatically routed to the relevant party such as sales or technical support.
For chat and collaboration purposes, built-in security ensures compliance with corporate and legal privacy requirements. Co-browsing is limited to appropriate URLs and encryption and user authentication keep data private throughout chat sessions.
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A secure Web portal enables confidential email communication without the need for cumbersome encryption and decryption applications. Customers can be sure their information is protected, encouraging them to use email even for sensitive matters.
