The answer is coming your way
Why search through information when the context can simply deliver it.
SEM Web Self-Service makes your business, knowledge and community data accessible on the web and across communication channels. That's a good starting point for any service organization, but KANA takes data accessibility another big step forward to deliver actionable knowledge to customers in the context of their task.
Knowledge infuses the process, bringing relevant information and functions directly to the customer. Contextual widgets enable customers to access information and transact business simultaneously. It cuts down on the time and frustration spent on search and enables customers to actually achieve what they came for—and keeps them coming back.
What's more, service is highly personalized. User identities and context-driven processes infer customer intent and respond accordingly, and search histories are preserved so that customers can return to a problem without starting the process over. The customer experience is intuitive and rewarding, and service managers have advanced tools to monitor and continually improve it. New Experience Flows™ are easily created to provide the best experience for each customer segment.
