Web Customer Service

This article appears in the issue July/August 2012, [Vol 21, Issue 7]


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KANA Software has introduced its Web Customer Service (WCS) solution, the newest member of its Service Experience Management platform.

The company says that through Experience Flows, contextual knowledge, co-browse, as well as social and text analytics, Web Customer Service is able to enrich the customer experience, making it possible to help convert website visitors into paying customers.

Experience Flows combine process, data, context and knowledge to guide through processes such as purchases, returns or onboarding, increasing conversions for prospective customers and reducing escalations for existing ones. Teams can create flows with prepackaged templates and drag-and-drop tools, as well as model escalation of customer queries to the appropriate chat, co-browse or e-mail agent, says KANA.

Further, the company explains, contextual knowledge drives the entire content life cycle by linking knowledgebases with transactional functions, data and context to eliminate disconnects between the information customers need and their online objectives.

KANA reports the text analytics solution within the new offering allows organizations to listen to customer feedback and sentiment by analyzing social media and direct channels. Using natural language processing-based text analytics, Web Customer Service identifies the context gleaned from the user’s profile and behavior to support what is said by KANA to be highly tailored and intuitive interaction.


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