TMCnews Featured Article
September 12, 2012
KANA's Customer Service Software Helps Agents and Customers Reach Resolution
By Susan J. Campbell, TMCnet Contributing Editor
Providing great customer service is a product of hiring the right people and giving them the tools they need to get the job done. With the right team in place, it’s time to scrutinize your customer service software to make sure that it’s not letting your agents, or your customers down.
As captured on this KANA page, there’s no question that agents who 1) have the information they need readily available and 2) possess the ability to quickly enlist the help of other channels when necessary, are better adept and more comfortable at doing their job. And, of course, happy agents make for happy customers.
Nobody knows this better than KANA. The company’s Agent Experience customer service software package brings critical information to your agents’ fingertips so that customer concerns are resolved quickly and efficiently. The ability to seamlessly leverage a multi-channel approach is what empowers agents to consistently deliver a positive customer experience.
Agents shouldn’t have to fight against customer service software in order to get the answers they seek. With Agent Experience, all necessary tools are laid out in one location, just a click away. To make these steps even easier, the desktop view is organized by the relevant options for each particular call, eliminating irrelevant selections that may confuse or increase call resolution time. In fact, Agent Experience customer service software can help yield a first call resolution up to 95 percent of the time.
The Email Management feature allows agents to handle the vast number of e-mail messages that overwhelm call centers every day. This option can increase the efficiency of agents by as much as 75 percent. The program is even smart enough to decipher the underlying meaning of customer messages, which helps save valuable time. Preformatted, personalized responses are delivered to each inquiry, so customers still get the acknowledgement they deserve while freeing agents to focus on other tasks. Each month, Email Management can process up to ten million emails.
KANA’s Agent Experience is designed to be user-friendly on both the part of the agent as well as the customer. If customers want to start an online chat session, they can. The customer service software can even determine how long customers spend on each page to help minimize the chance that transactions will be deserted, and resources can then be allocated where customers need them the most.
The co-browse feature allows agents to jump right in and follow a customer’s onscreen footsteps as they occur. This helps eliminate those frustrating, time-consuming moments when customers and agents try to explain to each other what’s displayed in front of them. And this option is safe and fully compatible with most all browsers, regardless if your customer prefers to search via Internet Explorer, Firefox, or Google (News - Alert) Chrome.
There are many other features that make KANA’s Agent Experience the obvious choice to protect your brand by enhancing the customer and agent experience. This is really just the tip of the iceberg in a sea of capabilities designed to help manage information overflow.
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Edited by Stefanie Mosca