The first step toward good experiences

Whether you're overhauling your customer service operations or implementing a smaller change—like introducing a chat service, or streamlining your agent desktop—it's crucial to know where your operations stand in terms of maturity. How well are you meeting your KPI's? Are you focusing on the right business objectives? How does the service you provide measure up to the competition?

KANA's Service Experience Maturity Model (SEMM) provides sophisticated, easy-to-use profiling tools designed to give you a clear picture of your service status quickly. Once you know where your service experience stands, you can better determine where you want to take it.

The SEMM profiles your Service Experience Maturity in a few easy steps that take just minutes to complete:

Determine your current service experience maturity
For actionable insight, it's not enough simply to address customer satisfaction. KANA's SEMM reveals and measures the capabilities in your support environment that actually drive your service experience.
Identify your business goals and design a strategy map
The SEMM also takes your customer service strategy into account. It helps you identify and chart your company's goals and priorities. What objectives are important to your company? What ideals are you aiming for?
Gap analysis and improvement guidelines

By evaluating your business strategy—and the technologies you're relying on to achieve it—the SEMM identifies important opportunities for growth. It gives you clear insights into which specific service and support capabilities to update, expand or otherwise improve. KANA's SEMM also gives you clear, visual reports for further discussion and analysis, and a measurable strategy to take your service organization to the next level