Collaborative e-service

Kana has released Response Live, an assisted-service module for Web collaboration, online chat and co-browsing. Kana claims the new offering enables companies to provide real-time interaction over the Web, reducing abandonment rates, positively impacting customer satisfaction and increasing the profitability of each customer relationship.

Response Live allows customer service agents to chat and co-browse with customers at the appropriate time to assist them through online transactions. The product includes the following capabilities:

• text chat and predefine responses,

• multiple chat/co-browse sessions,

• queuing,

• agent transfer, and

• service level monitoring.

Response Live integrates with the entire Kana iCare suite, including Kana Response for e-mail management and Kana IQ for self-service.