Make online experiences worth their while.
With KANA Enterprise Web Self-Service, your customers can accomplish everything you want them to. They'll enjoy the flexibility. You'll benefit from lower online abandonment rates and fewer escalations.
Balance your business goals with customer needs.
More dos than don'ts
Traditional online services separate the customer's ability to ask for help from their ability to carry out tasks. Customers are limited in what they can actually do online and end up setting off on one-dimensional queries, often leading to frustration instead of results.
KANA Enterprise Web Self-Service takes care of the whole service experience. By coupling knowledge bases with transactional functions, there's no longer a disconnect between the information customers need and their online goals. Customers are given information they can act on, and are guided through productive, satisfying experiences from start to finish.
Web Self-Service is personalized to accommodate stages in the customer life cycle, customer value and type of inquiry. Service managers can easily determine the point where online interactions go from cost-effective to "lost cause" and agent assistance is needed. Self-service seamlessly transitions to agents, who can step in to help out through email, chat or the co-browsing of Web pages with customers.