Experience Counts

In the pursuit of loyal customers, expectations are high – and the stakes are even higher. A new customer is hard to acquire, yet easy to lose. Take exceptional care of them, and they’ll stick around and praise your brand. Frustrate or ignore them, and they’ll quickly leave and condemn your brand.

A customer’s experience is a multifaceted journey through numerous touch points of technology and personal interaction. Every one is a chance to improve or regress, to solidify the relationship or chip away at its foundation.

At KANA, we know that every experience counts. We know every channel customers use to communicate with you and about your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations that enable every channel to become a conduit for positive experiences – be it the contact center, social media, mobile or on your website. That’s what your customers want: a positive experience through any channel, every time.

Your experience with KANA will also be uniquely positive. From the first engagement, every KANA employee you work with will focus on creating positive experiences for you and, ultimately, your customers. It is our mission. Individually, we have names and faces that you will get to know. Collectively, we are the most experienced experts in the industry, passionately dedicated to making your customers’ experiences count.

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Agent Experience

Customer service agents are the heartbeat of a customer service organization. As customers increasingly leverage online communication channels to solve simple transactions and enquiries, the more-complex, more-demanding requests are left for your contact center agents to handle. They need the authority to make decisions, the insights to get the job done and the motivation to provide customers with positive experiences at the lowest cost to serve.

KANA provides solutions for integrated and role-based agent experiences that have awareness of all customer interactions, including past, present and potential future actions. Our technology ensures your contact center agents have the right knowledge and options at the right time to fully engage with your customers. This information is presented in a unified, intelligent and easy-to-use way to help you accelerate resolution, increase the productivity of your agents, and ensure the quality and consistency of customer service via the contact center.

Increase first contact resolution

Maximize agent productivity

Ensure consistency and quality of service

Key Results:

Your agent experience counts. We make it positive.

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Web Experience

Web self-service is now a critical part of any company’s customer service strategy. And, according to recent research, more and more consumers prefer using a company’s website to get answers to their questions rather than contacting companies via the telephone or email. The key to making it successful is personalization.

KANA provides solutions that help enterprise and mid-market organizations work faster, smarter and more efficiently online, and ensure brand-aligned and personalized self-service experiences that help customers help themselves. Delivering 24/7 access to knowledge and integrating data from customer history, customer behavior and customer value, we can reduce service delivery costs by making online interactions convenient and effective. When your customers hit a problem on the Web, our technology helps blend service channels, allowing your customers to escalate to live customer service agents and ensuring smooth sailing toward query resolution.

Help customers help themselves

Transition customers seamlessly from unassisted to assisted channels

Ensure consistency and quality of service

Key Results:

Your Web experience counts. We make it positive.

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Mobile Experience

Today, customers are as likely to visit your website via a mobile device as they are on a laptop or desktop, which means customer service must be optimized for smartphones, tablets and all mobile devices. Your customers are already there and using them, so it is critical to join them and bring your exceptional customer service with you.

KANA provides solutions that optimize the customer experience delivered via mobile channels. By harnessing the immediacy and location of mobile technology with instant notifications and automatic updates on the status of issues, you can be more responsive and make it easy for your customers to get information, make purchases and connect with you for help – right from the convenience of their handheld devices.

Deliver relevant access to service on the go

Increase service responsiveness

Ensure consistency and quality of service

Key Benefits:

Your mobile experience counts. We make it positive.

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Social Experience

Social media has given consumers more influence over brands than ever before. For organizations, this shift brings new challenges and exciting new opportunities to win customer loyalty.

KANA provides solutions to ensure that social media and social communities are an integrated and strategic part of your customer experience – a platform for building brand loyalty and an effective channel for serving, engaging and collaborating with your customers. Gain invaluable business insights and a better understanding of your customers by analyzing what people are saying in your own branded communities, as well as in social networks across the Web. And take action! You can easily separate issues that are urgent from those that are not and route them intelligently for targeted response, delivering better answers faster.

Drive support and innovation via customer collaboration

Capture and action social insights

Ensure consistency and quality of service

Key Benefits:

Your social experience counts. We make it positive.

Together with our more than 900 customers worldwide, we are creating differentiated and personalized customer experiences through any channel, every time. And we are recognized market

leaders for it. No one does it better than KANA.

Let us help you deliver connected customer service experiences via the contact center, social media, mobile and your website.

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