The Challenge
KANA Business Service Solutions:
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KANA for Logistics
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KANA for Travel and Hospitality
Efficient service is a lot more than just providing customer self-service. Importantly, service needs to be in sync across communication channels so that customers aren’t left with disconnected experiences—handling issues in one channel, for example, only to find that following up on them in another is impossible. Because that’s precisely when customers question your dedication to them, and ultimately whether you can provide the service they need.
Providing efficient service—and good experiences—comes down to being in touch with your customers’ needs. But with more and more channels to integrate, and an expectation of anytime access to business services in a multitude of mobile channels, many firms can’t sustain the connection.
KANA’s Approach
KANA provides a holistic approach to customer service, enabling consistent and connected service in the channels your customers prefer—the website, email, mobile, phone, social media, and chat support. Regardless of the problem—or touch point—your customers have an integrated experience of your services.
Service process agility coupled with modeling tools for business users give you end-to-end control of and insight into the customer experience. That means you can adapt service in step with evolving client needs and business requirements. Service reps have a complete view of the customer, across customer accounts, purchases and service channels, making every service interaction efficient, and more relevant and satisfying to customers.
KANA’s Customer Experience Management technology doesn’t just provide insight into the client experience of your brand—it leverages it. Data from service interactions as well as feedback across channels, including social channels, are integrated into processes to enable truly responsive customer service
Priceline.com
