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The KANA Social Experience Suite makes social media an integrated and strategic part of your customer experience—a platform for building brand loyalty and an effective channel for servicing and engaging customers. Gain invaluable business insights and a better understanding of your customers by analyzing what people are saying in your own branded communities, as well as in social networks across the Web. And take action—separate issues that are urgent from those that are not and route them intelligently for targeted engagement and faster response to issues.
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Connect your agents with your customers in social media—the smart way. Social Listen and Respond integrates with your agent desktop so that your contact center can deliver as consistent and effective service in social channels as in any others. Don’t let social be a disconnect in your customer relationship—give agents the complete picture of customer interaction from email to account activity to tweets.
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Get to the bottom of the buzz about your brand and get to know your customers. KANA Experience Analytics is customer listening at its best. Understand what’s being said about your brand, products and services across channels, and home in on important remarks and social media influencers. Use analytics to learn from your customers—gain the insights needed to help steer product innovations and direct your customer service and marketing strategies.
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Analyze social media and direct customer conversation channels like email, surveys, and web feedback for topics, sentiment, and trends. Start understanding what your customers are saying across all touchpoints quickly and with ease.