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Self-service can be a winner for your customers and your support center. It can enrich the quality of the customer experience with always-available answers while reducing call volume. But self-service must do more than simply offer search. To make sure customers succeed, great self-service must assist them throughout the online interaction.
That's why KANA Customer IQ is such a proven success and why a major analyst ranks KANA as a top self-service provider. KANA Customer IQ intelligently guides customers at every step of their self-service interactions. An easy fit into your existing Web site, the self-service software goes far beyond simple search with multiple retrieval methodologies that help customers refine their questions and advise them as to the most likely answer. Whether they need answers to simple questions about products or help understanding how to fill out a complex application, KANA Customer IQ makes sure customers have an exceptional self-service experience and resolve their inquiries the first and every time.
With KANA Customer IQ, you can:
- Empower customers with the same automated guidance used by call center agents to increase self-service adoption and curb call volume.
- Make sure customers get the same answer on the phone or the Web to increase response consistency and customer satisfaction.
- Help customers worldwide with support for more than 25 languages, including double-byte.
- Offer fast, one-click email and live chat escalation to reduce self-service abandonment rates.
- Gain the scalability and reliability proven to efficiently manage millions of self-service interactions.
- Choose from on-premise and Software as a Service solutions for customer self-service designed to meet the volume requirements, contact center staffing and infrastructure needs of your particular organization.
Highlights
Advice-driven assistance
A wealth of self-service methodologies guides customers, including clarifying questions, diagnostic interviews, dynamic FAQs, popular topics and natural language search. KANA Customer IQ makes finding the right answer even easier by automatically leveraging knowledge about the customer and Web site activity to generate a personalized resolution.
Unified knowledge
KANA Customer IQ and Agent IQ offer intelligent guidance and multiple search and retrieval techniques across a single knowledgebase. This provides customers and agents with the tools that make finding the right answer quick and easy. And because the unified knowledgebase can be used for multiple audiences, implementation and maintenance costs are substantially reduced as solutions are authored only once.
Multi-channel escalation
Integration with KANA secure email and live collaboration provide escalation without abandoning self-service interactions. Agents have complete visibility into the customer's self-service activity to eliminate redundant problem discovery and reduce response time for escalated calls. With email, live chat, Web-page co-browsing and synchronized form filling, agents can offer immediate assistance to help lower abandonment rates, close sales and increase customer loyalty.
Rapid deployment
Implementing KANA Customer IQ is easy and cost-effective as you can deploy the knowledgebase in phases. Start by deploying KANA IQ in the call center to optimize its use and ensure the accuracy of solutions. Then roll it out to your customers, which can be as simple as modifying page templates and publishing outside the firewall. In fact, KANA customers have often found that the savings achieved from a call center deployment fund self-service deployments.
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