Whether customers are shopping, looking for information or for assistance, KANA Express Web Experience makes online service targeted and efficient.
KANA Express Agent Experience is designed to make every agent your best. Contact center agents navigate all resources in a unified desktop with a 360-degree view of the customer across channels. Guided contextually to information and answers, agents are more productive and the customer journey stays right on target.
KANA Express makes social media an integrated and strategic part of the customer experience. Give customers an online forum where they can connect and exchange ideas, and give your agents tools for effective response. Gain valuable business insights and opportunities for customer engagement by analyzing what customers are saying across the social Web.
Flexible Cloud Delivery Model
As a KANA cloud solution, KANA Express is fast to implement, fully configurable to your website and customer service operations, and can easily handle service peaks and rapid growth. It requires very little technical support and easily integrates with existing CTI and CRM applications for immediate ROI and low total cost of ownership.
Multichannel Customer Service
KANA Express supports multiple online service channels with integrated knowledge resources and social support. These two breakaway capabilities improve service responsiveness and accessibility to information, enhancing the customer and agent experience while improving service efficiency and driving down cost to serve.
The central knowledge base ensures consistent answers and a completely channel-transcending customer profile. In addition, communication coming in through social media can be dealt with automatically.
Web Customer Service
KANA Express helps reduce call volumes and abandonment rates by enabling customers to find answers and ask questions through self-service channels, including advanced search, FAQ and live chat.
With KANA Express, your customers can find the answers and knowledge they need more quickly and on their own, reducing the costs associated with call-based customer service interactions.
Being cloud‐based, KANA Express does not require any separate hardware or software installation. This means you can be up and running quickly. With experience gained from more than 200 implementations, KANA provides the highest standard of implementation services and support for your project.
With the help and support of KANA consultants, implementation is quick and straight‐forward. Our consultants will work with you to ensure your KANA Express implementation is fully aligned with your requirements, is fully tested and secure prior to deployment. KANA consultants undertake a comprehensive knowledge transfer to equip your managers and users to manage the system independently after the implementation has been completed.
A number of standard services are available that cover the implementation of all the standard modules and training for most common project requirements. These include an innovative e‐learning application that enables your staff to follow online training independently at any time. Using the e‐learning portal, users can get to know all the functions of the application independently through interactive simulations, wherever and whenever they want.
In addition to these standard, fixed-price services, individually tailored packages of implementation consultancy, technical assistance and training can be defined and priced on an individual basis.