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Customers appreciate the speed and convenience of self-service on the websites of their favorite brands. If they run into difficulty, however, they're inclined to just give up on your online services—or on you. With KANA Chat your agents can help your online customers when they need it the most—in real time.
A full online shopping cart should never be abandoned simply due to a navigational hiccup or a question about an item or, for instance, a return policy! Chat enables customers to reach out to agents, and agents to reach out proactively to assist customers. Service reps can answer questions, share URLs and documents directly from the knowledge base, to guide customers efficiently from stumbling block to "mission accomplished."
Agents can manage multiple live chat sessions at once, aided by scripted responses and easy tracking of progress—completed steps and next steps—for each individual chat. Reps can also tap each other for expertise using chat, and pass the complete customer-to-agent session transcript on to a co-worker who may know more about a specific issue.
The KANA Enterprise Chat application alerts agents to customer problems, automatically queuing and routing issues to the relevant individuals and departments, such as sales or technical support.
Designed for agile channeling, KANA Chat allows you to route issues based on visitor segments and criteria such as agent availability, shopping cart value, or transaction history. By connecting your agents in the contact center to your online customers when service needs arise—and when it's most profitable to do so—you can maximize your resources and the value chat brings to your business.
KANA Chat enables chat inside the corporate environment of your website. Chat windows are easily configurable to the look and feel of your brand. And pre-defined, scripted responses, with a spell checker and profanity blocker, make help-sessions efficient and professional. Customers who need help, get help, straightaway—no client downloads or plug-ins necessary.
Built-in security, such as SSL encryption, keeps sensitive data private to protect users and ensure compliance with PCI requirements. Supervisors can silently monitor chat sessions in real time to make sure the quality of your customer service is kept high. Chat helps managers meet their service metrics with big picture insights on agent group performance as well as session details—right down to participants, session duration and full transcripts.
KANA Chat can be hosted, deployed on premise or in the cloud—whichever best meets your needs and budget requirements. A single installation of chat can support users across multiple departments, centralizing administration to reduce total cost of ownership. Business rules, scripts, and visual branding of user interfaces can be applied to individual user groups as needed.
And as part of the KANA platform, Chat integrates with your other apps and enterprise data so that agents have easy access to all the resources they need during the service interaction. Agents can easily launch customer cases during chats, just as they can do for customers contacting you on the phone or by email.