Web Self Service

Online Customer Service. Good for Business. Good for the Bottom line

Web self-service is key to bringing down costs in the call center. Merely offering it, however, won’t get customers using it. Make it easy for them. Make it efficient and rewarding. It’ll reward your business right back with greater customer adoption and lower online abandonment rates.

To make online service good for business, make it good for customers

Related Solutions:

Find out what KANA’s Web self-service products can do for your customer service operations.
Learn about KANA's Agent Desktop.

Reducing support costs and improving customer satisfaction through web self-service on the corporate website is essential to every service organization. The hurdle is making the service experience efficient and satisfying, and making sure your online customers achieve what they come for. Good experiences will keep them coming back—to do more business and to resolve their inquiries online—lessening the burden to your contact center. Bad service experiences, however, can cost you your customer.

KANA’s Web Self-Service technology integrates with your existing website to ensure your online customers can achieve their goals efficiently. That means ensuring your search functionality is succinct—even in response to queries that aren’t. It means enabling customers not just to find information about a product, but also to view personal account information, like balances, and to make a secure transaction—easily—without having to re-key information between purchase and search interactions. And it also means providing convenience—through secure access to your online services from mobile devices.

Your self-service website is a communication channel

Customers ask many of the same questions online that they would ask your agents on the phone. Your website is another communication channel between your brand and your customers. And that means the service you provide in it needs to be responsive. By integrating Web self-service with your customer service operations, KANA makes sure that it is.

With KANA, Web self-service is responsive to the immediate needs of your customers through context-aware search and processes that infer customer intent and guide customers accordingly, with relevant information and options. That includes escalating service interactions to agent assistance in chat or through the option to collaborate and co-browse web pages with agents when difficulties arise.

But it’s also responsive to the bigger picture of what your customers like and don’t like, their needs, and your business metrics. Data generated from every search and service interaction are continuously gathered and processed, to automatically personalize service experiences and strengthen context, and to enable service managers to fine-tune the customer experience and optimize processes