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The ability to escalate continues to be a critical element of successful online service. Self-service customers want a simple way to escalate that results in fast, accurate and reliable answers.
Rated by analysts as a top choice for every company in search of a highly scalable email solution, KANA Response offers one-click escalation from self-service. Because KANA Response is fully integrated in the self-service environment, every escalated email includes a history of the customer's self-service activities. KANA Response leverages this information to automate escalation handling and expedite the resolution process. The result — quick, accurate answers that increase customer confidence in your Web self-service.
With KANA Response for email escalation you can:
- Give customers immediate feedback and reduce response time with automated message handling.
- Help customers complete self-service interactions with integrated KANA Customer IQ and KANA Response Live .
- Protect customers' confidentiality with secure email messaging .
- Ensure high levels of agent efficiency with KANA Response productivity tools for email management.
- Choose from enterprise, mid-market and Software as a Service solutions for email escalation designed to meet the volume requirements, contact center staffing and infrastructure needs of your particular organization.
Highlights
Auto-acknowledgement and reply
Configurable rules and standard auto-reply templates automatically acknowledge and even answer escalated emails. KANA Response uses knowledge of the customer and the context of the inquiry to craft automated responses that directly respond to the question.
Universal interaction history
A universal history of interactions maintains context across channels to help agents quickly understand your customer's service history. This visibility eliminates repetitive problem discovery to shorten response time for escalated inquiries.
Knowledgebase integration
With the combination of KANA Response and KANA Agent IQ , agents can include rich content, intelligent media and step-by-step instructions that direct customers to comprehensive answers in order to minimize response time, increase accuracy, improve first contact resolution rates and boost self-service adoption.
Secure email interactions
Secure messaging automatically routes replies to a secure Web portal, providing customers with a private site to receive sensitive responses. This enterprise-grade security for email escalation makes it easy to comply with government and corporate privacy requirements.
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