Subscriptions to phone, Internet and media services are soaring—as are call frequencies to providers. Customers now have more complex needs, such as migrating email accounts to new phones, questions about using apps or Internet TV, and purchasing faster download speeds. For many providers, the difficulty of keeping service processes, systems and information up to date across products and services is impeding cost-efficiency and diminishing customer satisfaction.
The KANA Approach
KANA integrates your business processes and data resources with your customer service channels—the contact center, website and social media channels—streamlining service and giving you end-to-end control of customer experiences. Process flexibility and business-level control mean frequent changes to service processes across product lines and customer segments are now easy and affordable.
Customer history and feedback are integrated and leveraged across channels to enable efficient and personalized service experiences—experiences driven by individual customer contexts and segmentations, and optimized to your defined business metrics. And, with deeper insight into service processes, you can find out what drives customer churn, which step in the service process has a negative impact, and simply fix it.
Service reps get a unified view of the individual customer they’re helping—customer history, accounts, purchases, etc.—regardless of the channels employed. With all the relevant customer information at their fingertips, your agents can better respond to customer needs and can easily identify and act on opportunities for cross-selling. Reduced handling time means happier customers and greater agent efficiency.