Customer expectations are more demanding than ever. Keeping up with their expectations should be the utmost objective of any organization in order to offer a great customer experience and retain them.
According to Kate Leggett, principal analyst for Forrester Research, in a recent blog post and report, approximately sixty percent of customers expect valuing their time and hence want to receive accurate, relevant, and complete answers to their questions upon first contact with a company.
Leggett also adds that customer satisfaction correlates to customer loyalty. Consequently, 10-percentage-point improvement in a company's customer experience score can translate into more than $1 billion in revenue.
In order to achieve all the above price-points, an omni-channel approach in customer service comes in handy.
Cashing in on the benefits offered by omni-channel approach in customer service, Silicon Valley, California-based KANA Software, Inc., a provider of customer service solutions on-premises or in the cloud, has introduced the industry’s first end-to-end omni-channel customer service suite - the latest version of KANA Enterprise.
Launched in direct response to the new "everyone serves" customer experience imperative, KANA Enterprise delivers the first unified and omni-channel customer service platform to completely meet the demands of the modern customer.
As quoted by James Norwood, chief marketing officer for KANA Software, in a statement, “KANA Enterprise is a unified platform supporting both agent-based and customer self-service scenarios with a potent mix of technology and capabilities that enable seamless customer service across the contact center, web, mobile, and social spheres."
Norwood added, "Until the introduction of KANA Enterprise, customer service had suffered from a lack of integration and misunderstanding across service channels, often leading to overwhelmed agents, lost productivity, and degraded experiences for customers.”
Offering unique capabilities to manage knowledge, data, processes and tasks in context with every interaction, the new KANA Enterprise platform successfully demonstrates strategic product convergence delivering a breadth of capabilities that includes dynamic case management, Web self-service, proactive and mobile chat, co-browsing, social listening, proactive analytics and community engagement, e-mail, campaign and white mail management and advanced knowledge management.
With the help of omni-channel customer service approach, businesses can ensure that customers will have positive, consistent and cost-effective across all touch points.
Apart from reducing agent effort by delivering intent-driven processes, KANA Enterprise also reduces customer effort by easily joining escalation from mobile and web self-service interactions with assisted service scenarios that include full context and history.
Featuring a modern user interface that adapts in real-time to the context of the interaction at hand, the new KANA Enterprise helps agents to resolve issues at the first call while offering interactive channel choices such as video, virtual assistant, and knowledge.
Salmat, a provider of outsourced contact center solutions from Australia, has already adapted KANA Enterprise as a key component of its integrated multichannel contact center services offering.