Gartner Magic Quadrant Report
KANA Positioned as Leader in Magic Quadrant for CRM Web Customer Service 2011
KANA has been recognized as a Leader by Gartner, Inc in the 2011 Magic Quadrant for CRM Web Customer Service. The annual report tracks changes in the web customer service software markets and analyzes market dynamics. KANA's evaluation is based on completeness of vision and ability to execute. Download this report »
White Papers
7 Best Practices for Business Process Management in Customer Service
Effective customer service is not only about managing phone calls but managing processes. Effective business process management for customer service relies on achieving a clear visibility and understanding of your processes, as well as the ability to rapidly adapt them to changing customer needs and business demands.
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What If Any Agent Could Take Any Call?
Think about the agents in your contact center and the agents who handle Web chat. What if any agent could take any call? What if your agents could follow the right process, just as you had envisioned it? What if your agents didn't have to alt_tab through 15 applications on their desktop? What if your agents didn't need to use post-it notes and index cards? What if you didn't have to spend months and months on training agents?
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Six Best Practices in Agent Knowledge Management
This paper provides a series of best practices to help you achieve outstanding results from your knowledge management implementation in the contact center. It summarizes the lessons KANA and its customers have learned through many years of successful deployments and highlights the six best practices we have found are most crucial to success.
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Knowledge-Infused Processes: The Solution to Self-Service Woes
A key component to self-service success is the concept of infusing knowledge into the processes. With knowledge available and the infrastructure to support that availability, it also goes a long way towards fulfilling customers' expectations and delivering effective service.
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Best Practices for Integrated Listening
Listening to customers does not mean the same thing today as it did five years ago. Today consumers have found strength in numbers. In essence, the community is becoming the consumer. Socialization has dramatically reduced the barriers to group communication and organization. This is a huge risk for companies who can now watch missteps spread through an entire universe of critics, fans and self-appointed journalists, many of whom are not even customers.
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SEM enables good experiences…
SEM provides a holistic approach to customer service, enabling fast resolution times and consistent service in the channels your customers prefer—the website, email, mobile, phone, social media, and chat. Regardless of the problem—or service touch point—your customers have an integrated experience of your brand.
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…that are on brand and on budget
SEM streamlines customer service across your business processes, data and customer communication channels to give you end-to-end control of the customer experience and all your service metrics. Deliver service that balances cost, revenue and satisfaction to meet your budget goals and your brand promise.
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Adapts service at the speed of business
Visual tools put control in the hands of business users. Service managers can design, implement and adapt agent workflows and customer experiences in minutes, not months—without putting an additional toll on IT. Money is saved and service is made responsive to your customers’ evolving needs.
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Bridges the technology disconnect
Built on service-oriented architecture (SOA), the SEM platform integrates with your existing IT architecture to bring agility to your customer service operations and make better use of your enterprise resources. When you do away with point-to-point integrations hardwired to your infrastructure, you do away with costly and laborious maintenance as well.
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Makes every agent your best agent
An adaptive desktop guides agents efficiently through context-driven service processes to resolution. Agents can finally focus on customers, rather than the screens they’re alt-tabbing between. It’s a benefit that runs both ways, dramatically lowering agent training costs—and agent attrition—while improving customer satisfaction.
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Transforms data into knowledge
Complete visibility of customer cases and a single, unified knowledge base keeps your agents in the know. With easy access to all the relevant information, fewer mistakes are made and first-time resolution rates go up—ultimately translating to big savings and better service.
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Provides a 360° understanding of the customer experience
Listening technology and advanced analytics provide deep insight into the customer experience of your brand, products and services—across all your customer feedback channels and social media. Listening deepens your relationship with your customers: When you know what they care about, you can respond in kind.
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Personalizes the customer experience
Customer history and inquiry context inform service processes to make every search and service experience relevant and personalized. Rather than weed through all the information available to everyone, customers want the information and choices that resonate with their individual needs and reason for contacting you. Personalized service is efficient service—a key driver of customer satisfaction.
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Keeps making it better
Process improvement is built right into the SEM platform. As service interactions unfold, the information generated is continuously gathered and processed, enabling you to fine-tune the customer experience and optimize your operations for cost and for quality.
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Meets all your business goals
In short, with SEM you get total control of the service process and customer experience in an integrated customer service ecosystem. Control means you determine how the service experience unfolds—how your brand is experienced. Control means every service interaction meets your business goals.
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