Customer Service for Communications and Media

Integrate Service Processes with Customer Data

Mobile devices have changed consumer communication and media consumption habits—and customer expectations to services are changing right alongside. But the efficient and consistent service customers expect in every channel is proving more and more difficult to provide across broadening product lines. KANA’s Service Experience Management solutions for media and telecommunications help providers deliver on these expectations despite increasing service complexity.

The Challenge

KANA Communications/Media Solutions:

KANA for Mobile Operators
KANA for Media

Subscriptions to phone, Internet and media services are soaring—as are call frequencies to providers. Customers now have more complex needs, like 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.

KANA’s 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