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KANA Solutions for Web Self-Service
Content, Findability, and Process Management Make It Easy for Customers to Help Themselves
July 13, 2006
By:
Mitchell Kramer
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Executive Summary:
KANA Solutions for Web Self-Service is a suite of these three products: KANA IQ, KANA Response, and KANA Response Live. Customers use IQ to find answers to their questions and to help themselves diagnose, isolate, and resolve problems. They use Response to escalate from IQ to email assisted service and they use Response Live to escalate from IQ to chat and co-browsing assisted service. More than 600 organizations have implemented one or more of these products. KANA has offered the suite since March 2004, although its oldest component, Response, was introduced in December 1999. We evaluate KANA Solutions for Web Self-Service against our evaluation framework for customer self-service in this report.
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| Pages: 40 |
| Format: PDF |
| License: Single
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