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Kana Service Solutions
Customer Service through Content, Metadata, Process Management, Search, and Guided Navigation
January 13, 2005
By: Mitchell Kramer
 
Executive Summary: 
Kana Service Solutions is a product suite that can help you support your customers’ problem diagnosis, reporting, and resolution activities within the use and maintain phases of the customer lifecycle, as well as their planning and exploration activities to find which of your products best meet their needs. The suite supports these activities through both Web and contact center touchpoints. You create a customer experience to support these activities with Kana IQ by creating content and customizing Web page templates. Customers and CSRs navigate Web pages and navigate and search content to answer questions and solve problems. Alternatively, you can use the new facilities of Kana Resolution to create a multi-step, process-oriented approach to delivering assisted-service operational capabilities. This approach leverages Kana IQ content. Kana Service Solutions mixes well-proven and widely used products with products that are brand new and very recently acquired. This report evaluates Kana Service Solutions against our evaluation framework for cross-channel, cross-lifecycle customer service.


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Pages: 33
Format: PDF
License: Single User
 
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