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Knowledge Management

Empower agents with knowledge management.

If your service reps spend more time searching for answers than servicing customers, your data resources are working against efficiency and good customer experiences. KANA Knowledge Management solutions make your data work for you by providing access to information contextually to make search—and service—targeted and efficient.

Watch this short video to learn how IFDS enhanced agent and customer experiences

Piles of data and information don’t add up to knowledge

Siloed data and information repositories don’t add up to knowledge, and they don’t guarantee the answers your agents and customers need. If your information resources aren’t well integrated with your service processes, your agents are spending their time on the search process itself, fishing for information using keywords that often bring up either too many results or tangential information. As a result, the service process is inefficient, costing agent handling time and causing customer dissatisfaction.

When customers are frustrated, agents feel it. Dedicated service reps will try to circumvent cumbersome processes with creative solutions to finding information, such as gaming the search engine or simply giving up on it and resorting to Google. That means the best service procedures for your business reside—precariously—with your best agents, which also means the learning curve for trainees is very steep, and costly.

KANA Knowledge Management software solutions draw on customer and inquiry context to make search results and service interactions efficient and meaningful. In turn, every query and customer action feeds the search engine algorithm, continually fine-tuning search to make it better.

Intelligence at your agents’ fingertips

Knowledge works when relevant information is easily accessible by agents from their desktop or by customers via Web self-service. KANA Knowledge Management software solutions achieve this through an integrated knowledge base that spans any and all desired data resources. Then, they provide context-driven search processes that deliver on-point information and accurate answers.

Context-driven search draws on a wealth of contextual information ranging from customer value and history to the inquiry type and more. Using this context to infer customer intent, the service interaction can be guided for an agent or for a customer using self service toward the best possible outcome in the shortest time possible. This gives customers what they want – quick, accurate answers to their questions via a guided service interaction. Customer experiences become efficient and more satisfying. And agent productivity goes up while keeping training costs down.

KANA provides agents and customers access to information located across a wide range of information systems, including those that are not part of a traditional knowledge base, such as transactional data and external, third-party sources. Agents can retrieve data from any source without navigating away from the service interaction at hand. This reduces handling time and errors. By creating a single, unified knowledge base, global updates are made easy, while user boundaries can be set for any number of differentiated user groups or segments.

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