Insurance Market Sourcebook: KNOVA
KNOVA: Putting Knowledge to Work for Cost Savings and an Enhanced Customer Experience
Many customer service requests can be handled quickly by transactional systems on agent desktops and in contact centers or on your Web site. But the balance of these issues is more complex, driving the bulk of customer service costs.
What makes these complex issues difficult to resolve?
- Products and services are complex and dynamic
- Content is in multiple silos
- Multiple contact points hinder consistency
- Knowledge is spread throughout the enterprise
Despite these challenges, customer expectations are high and increasing. Customers demand responsive and informed service, especially for complex issues.
Point technologies such as search engines, scripting tools and knowledge bases each focus on a piece of the service resolution process, but the highly competitive and complex financial services environment requires a comprehensive solution that integrates knowledge and search with transactional systems, CRM, self-service and collaboration.
KNOVA Software is a leading provider of service resolution management applications that reduce service costs, increase revenues and improve customer satisfaction. Built on a next-generation search and knowledge management platform, KNOVA's suite of knowledge- empowered customer service applications automate the resolution process across multiple channels including contact centers, help desks, email and self-service sites. Visit www.KNOVA.com to learn more.
10201 Torre Avenue, Suite 350
Cupertino CA 95014
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