Overtone, 360° Social Listening
Don't just monitor social media—leverage it! Gain real insight into what your customers are saying through continuous, deep textual analysis of the massive volumes of data your customers generate in social media and service channels. Overtone, 360° Social Listening
Customer needs are increasingly complex. But how you respond to them doesn’t have to be. From agent to technology to customer, KANA Service Experience Management (SEM) connects the dots to streamline workflows and give you complete control of the customer service experience.
Customers experience consistent and efficient service across all channels of communication. Agents access information through a dynamic interface that presents them with precisely those options that are relevant for a given service interaction. And service managers gain unique visibility of the entire process and the tools to design, implement and adapt the experience to fit the brand and the budget. Now that’s control.
