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When it comes to white glove customer service, KANA Response Live delivers unparalleled communications convenience for your most valuable customers. With the click of a button, self-service customers can engage in online “conversations” with agents, converting browsers into buyers and ensuring success with self-service. Live collaboration can be a great way to reduce online abandonment rates, increase customer satisfaction and drive more sales.
KANA Response Live offers comprehensive live chat and Web page co-browsing. Business rules automatically route a customer to a particular agent queue or product specialist. Agents and customers can exchange text messages while filling out forms together, and agents can invite other staff members to collaborate. Full security protects customers' privacy, preventing agents from seeing sensitive information, such as a credit card or PIN number entered during a co-browse session.
With KANA Response Live, you can:
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Prevent customers from abandoning online interactions with one-click access from self-service to live chat and co-browsing.
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Increase self-service use and acceptance with synchronized form filling that lets agents walk customers through self-service transactions step-by-step.
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Keep customers' information private with enterprise-grade security during chat and co-browsing sessions.
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Choose from on-premise and Software as a Service solutions for live chat and collaboration designed to meet the volume requirements, contact center staffing and infrastructure needs of your particular organization.
Highlights
Proactive collaboration
Proactive collaboration invites a customer to interact based on rules, such as when a customer is on a high value Web page or has spent too much time on a transaction screen. The system can distribute content automatically or allow agents to engage with the customer.
Secure information exchange
KANA Response Live uses proxy architecture for security that has successfully completed numerous audits with financial institutions. The application limits what participants can see during co-browse sessions, keeps unauthorized users from invading sessions and provides authentication, standards-based encryption and desktop and session security.
Synchronized browsing
Synchronized browsing begins a session on the web page where the customer asked for help. The agent's screen is populated with any data the customer has already entered to save time and eliminate redundant problem discovery. Collaborative form filling lets agents guide customers through online transactions as both participants can see and enter data on a Web form.
Enterprise architecture
Enterprise-level architecture provides support for dispersed service operations and easily scales to manage high volumes of collaborative interactions. The multi-tenancy architecture can support multiple departments so that each group has its own configuration including look and feel, business rules, user and group accounts, security policies, language, pre-formatted chat responses and queues for each collaboration channel.
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