Benefits of a Voice of the Customer Solution
KANA's Experience Analytics deliver voice of the customer capabilities that provide immediate, relevant insight about your customers' sentiments and opinions.
Quicker Engagement of Leads to Improve Customer Satisfaction and Increase Loyalty
|
- Easily uncover opinions and sentiment that help you identify needs and opportunities to improve customer satisfaction.
- Identify key promoters and detractors.
- Proactively engage customers at the time they experience your brand.
|
Enhance Brand and Reputation Management
|
- Learn about emerging issues, relative to your brand, before they bubble up into online social networks or the media.
- Act on customers' concerns in a time frame where it can make a difference.
|
Innovate Product Management
|
- Capture customer preferences on product features and benefits.
- Illuminate competitors' strengths and weaknesses.
- Mine and analyze customer intelligence for emerging market trends.
- Extend product lifecycles by uncovering and exploiting off-label uses, new customer segments and line extensions.
- Track customer reactions to product launches in real time.
|
Step Up Sales and Marketing Effectiveness
|
- Identify up-sell, cross-sell opportunities.
- Real-time execution of online, personalized offers.
- Measure the impact of promotional activities.
- Evaluate response to price changes.
- Pinpoint trends that resonate with customers.
|
Significantly Better Customer Services
|
- Proactively listen to customers to reduce churn and improve customer retention.
- Identify emerging issues to mitigate inbound communication volumes.
- Minimize reactive service response by identifying issues before they escalate.
- Improve quality of self-help knowledge base.
|
Improve Research Efficiency
|
- Automates task of collecting, categorizing, and reporting on feedback.
- Eliminate unavoidable errors from human categorization.
- Eliminate high cost of human categorization.
- Focus more time on generating business and revenue from opportunities instead of on uncovering them.
|
