TMCnews Featured Article

Information is an important part of any business' operations. The proper provision and dissemination of information allows businesses to inexpensively, and rather simply, augment their customer service offerings, but how can businesses easily get that information to their potential customers in a fashion that is both accessible and inexpensive? KANA provides one great solution to directly address this with their Service Experience Management (SEM) Knowledge Authoring tools.

KANA's SEM systems allow businesses to rapidly compile the vital information that essentially makes up their business – price lists, product explanations, and the like – and put it out for both their potential and current customers with a series of tools. Users can manufacture their own templates to make altering content comparatively simple, and can also create homepages all without the need to bring the IT department into things. This makes the overall prospect of putting together information sheets a simpler, more efficient one that also can serve to reduce the costs associated with putting them together. The systems also include audit history, reporting tools, and user management systems.

KANA's SEM system makes things especially simple for users by way of a drag and drop system that allows workflows to be constructed visually, and draft content is preserved at each step for future adaptations or for the sake of any audits that need to be done. Personal notifications are an important part of the system as well, making the necessary contacts with the relevant stakeholders who need to know most what's going on in the update process.

Using knowledge authoring tools, like KANA's SEM system, is a great way for businesses to more easily put the necessary information for potential customers to make decisions about products or services to buy without having to make contact with customer service. It's not that knowledge authoring tools can necessarily replace a robustly-staffed customer service department; it's that they can augment it, providing extra tools for users to make better decisions at any time of the day or night, without the need to staff a customer service department at those hours.

Keeping knowledge authoring tools on hand improves the customer service profile in a company, and that's seldom a bad move to make, especially in an economy that's seen better days. Knowledge in customers' hands will often pay dividends, without the added expense of staffing in odd hours. KANA's SEM tools will undoubtedly go a long way in providing that extra information for customers.