Social Experience Solutions
Connect your agents with your customers in social media—the smart way. KANA Enterprise 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.
Get to the bottom of the buzz about your brand and get to know your customers. KANA Enterprise Experience Analytics is customer listening at its best. Understand what’s being said about your brand, products and services across channels, and hone 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.
Analyze social media and direct customer conversation channels, such as email, surveys and Web feedback for topics, sentiment and trends. Start understanding what your customers are saying across all touchpoints quickly and with ease.
Available as stand-alone or bundled with KANA Express.
KANA Enterprise Experience Community weaves together the strongest aspects of online communities and provides a forum for everyone to join forces. Customers can interact with each other to share experiences and viewpoints, and your agents can contribute to the process. KANA Enterprise Experience Community enables the community to seamlessly connect to your business, resulting in superior customer experience at the lowest possible cost.