Experience Analytics

Using keyword alerts as crisis and reputation management?

If you're simply monitoring chatter for negative fallout, you're missing out on everything social media and your direct customer communication channels have to offer: a wealth of unbiased opinion openly shared by your customers that would be costly to collect in any other way. It's time to leverage what customers are saying about you for better service experience management.

KANA Experience Analytics alerts you to problems and delivers the insights needed to create a more personalized service experience for every customer.

The new voice of the customer is loud but not clear.

It's difficult to keep up with the newest acronyms in customer communications and social media, comprehend the lingo of different demographics and predict misspellings. KANA Experience Analytics solves these difficulties using Natural Language Processing (NLP) technology. NLP recognizes that people speak in idioms, phrases and sentences—not keywords—and interprets meanings in the context of your specific business. KANA Experience Analytics discovers and matches customer intent by identifying statistically significant patterns within customer conversations. This unbiased analysis coupled with a limitless set of words and phrases provide true topics, trend, and sentiment analysis.

Customer sentiment doesn't translate into keywords

Tracking keywords often results in flagging vast numbers of comments, but the sentiment and topics expressed in them often remains unknown. Keywords used specifically for identifying sentiment can result in a number of "false positives," significantly diminishing the effectiveness of a customer listening program. And if a specific keyword isn't mentioned, relevant comments can go unrecognized. Really listening means understanding. KANA Experience Analytics gives you the complete picture of your customers' voice across every customer interaction channel.

Next: Key Capabilities

Cross-channel feedback.

The advanced, text-processing capabilities of KANA Experience Analytics analyze enormous amounts of unstructured customer-generated data to deliver actionable insights from direct and social media channels. Experience Analytics easily scales to handle ever-larger volumes of input.

Real-time analytics. Intuitive dashboards.

Real-time analysis of customer commentary across channels delivers insights via intuitive dashboards and reports. Topics are categorized and prioritized and users can drill down into layers of detail quickly to access comments verbatim. Important commentary attributes, such as author, source, and demographics, are visible for any comment in any channel.

Cloud enabled, software as a service delivery.

KANA Experience Analytics can be delivered as-a-service, requiring no software or hardware installation. All the administration and reporting features, dashboards and data are available online through a standard web browser anytime, anywhere.

Go where the conversation is.

The most important conversations about your business may not be happening on your Facebook page. KANA Experience Analytics enables you to extract data from public web sites and data streams—review sites, communities, micro-blogs like Twitter, media sharing and more. Online chatter doesn't have to come from your own customers to provide valuable business insights.

Next: Unique Difference

KANA Experience Analytics—a well-rounded view of your customer's voice

KANA Experience Analytics continuously collects and processes customer feedback across all channels relevant to your business—email, social media, SMS, surveys, chat, forums, etc. It surpasses simply monitoring the massive amounts of information, to actually uncovering customer sentiment and topics in conversations. Experience Analytics provides meaningful insights into what your customers need and prefer and how you best can accommodate those wants. With Experience Analytics, KANA gives you a truly rounded view of your customers and delivers on the real meaning of listening.

Advanced analytics square with human idiosyncrasies

Using advanced text-processing capabilities, KANA Experience Analytics analyzes the root cause of commentary—positive or negative—to turn feedback into actionable information. Natural Language Processing (NLP) technology goes beyond the logic of keyword monitoring to accommodate the way people actually speak and write. NLP handles acronyms, misspellings and idiomatic language to accurately pinpoint topics and identify emerging patterns and trends in the customer conversation.

But don't just take our word for it—find out how leading brands are already having success using our solutions.

Cross-channel convenience

Data and insights garnered across channels are disseminated throughout your customer service operations to your knowledge banks and CRM system. By integrating insights from online customer feedback and social media with your other data, the information is made even more powerful. KANA Experience Analytics detects the importance of queries and determines the best channel for response—whether that's a high-priority agent phone call or an automatic response from the system. Problems are easily remedied across channels and specific customer complaints can be responded to directly, in real time.

Next: Architecture

Monitor social media and online feedback

KANA Experience Analytics collects text comments and associated structured attributes such as customer ID, source, demographics, web analytics and behavioral or transactional data from any interaction channel. Easy, flexible web services allow real-time input of data streams from any online source. These sources include Social Media, SMS Gateway, RSS, Web Services API, Web Surveys, Email Gateway, and Batch Uploads. All sources are collected within Experience Analytics, meaning there is little burden on IT for data sourcing.

Understand what is said in online conversations

Categories are the terms which describe what a customer comment or post is about. Our business analysts work with you to create the categories that are most relevant to your business. At the same time, KANA Experience Analytics' real-time hybrid text analysis for topic and sentiment detection identifies categories from within the data itself. Anything can be a category in the Experience Analytics system (issues, topics, themes, concepts, etc.). IT only has to sit back and watch as Experience Analytics' sophisticated analytics engine deciphers online conversations.

Analyze user-generated content for insights

KANA Experience Analytics includes numerous ways to analyze data. An interactive and highly customizable dashboard provides a snapshot across all interaction channels while directly linking to a comment drilldown interface to analyze corresponding social media and online feedback. Additionally, a number of customizable widgets, reporting features, and data exploration utilities provide advanced methods for identifying causality and uncovering insights. All of this is accessible through a web browser and Internet connection; no complicated infrastructure required. If your data needs to be accessible outside of Experience Analytics, APIs can be used to simply pull the information to external applications.

Simple and effective engagement with customers

KANA Experience Analytics includes a comprehensive suite of methods to operationalize the insights identified in the data. Using an engagement workflow, users can quickly identify, annotate, flag, assign, email, and route individual comments. Additionally, advanced business rules allow automatic triggers to spot data that match specific criteria and instantly send them to CRM systems, call centers, or specific employees. These utilities are built into the Experience Analytics system and do not require IT support for setup. Any integration with external systems requires only the use of simple Web Services APIs.

Next: Overview