Utilities need to provide their customers with good experiences to ensure customer retention and to distinguish their brand in the market. Good customer service is also a regulatory requirement in some countries. The delivery of good customer service while controlling costs and meeting regulatory requirements is a great challenge. Customers are looking for personalized service and convenience, and are using different channels, including contact centers, Web self-service, mobile and social media. Contact centers need to be highly efficient and integrated with the other channels to ensure good service. This is important when more customers are using other channels, such as Web self-service or mobile to register, check bills, manage their accounts, make payments, enter meter readings and get quotes to switch suppliers. Utilities need to ensure that they have the ability to provide efficient, personalized and consistent services across the different channels while controlling costs and meeting regulatory requirements.
The KANA Approach
KANA provides a holistic approach to customer service that ensures consistent and efficient services are provided to your customers, whatever channel they choose. Our Knowledge-Infused Process ensures that the relevant information is delivered swiftly to the customer. It also ensures customers’ requests and cases are handled efficiently within the required service level agreements (SLAs). SLAs are monitored and any delays are automatically escalated at the right points and to the right level of management. Context-aware blend of knowledge, channel, data and process enables contact center agents to access the relevant information within the context of the customer, previous interactions and the services he or she uses. This approach enables your agents to provide personalized service to customers and to handle requests quickly and efficiently. It also enables customers using Web self-service or mobile to find the same relevant information swiftly. If more help is required, the customer can quickly switch to chat with a contact center agent or ask the agent to co-browse the same page.
KANA also knows the importance of engaging through social media. Our solution enables your organization to listen, monitor and analyze social media posts (e.g., Twitter posts or Facebook messages) as well as direct interactions (e.g., emails or SMS). It also helps your organization identify emerging trends and spot unforeseen issues.