Knowledge Management for Customers
Make Self-Service a Rewarding Experience for Your Customers
KANA IQ for Customers has achieved online abandonment rates below 6% while providing effective self-service for thousands of products. It does this by inferring customer intent to provide personalized, appropriate resolutions. Based on the same powerful knowledge, search and trouble-shooting tools your agents use, it is easily incorporated into your current Web identity.
With KANA IQ for Customers, you can:
- Give customers a personalized, high quality service experience 24x7
- Increase self-service adoption with knowledge retrieval, user profiling and session tracking methods that help customers reach the best solution quickly
- Ensure the consistency of support by sharing the same expert reasoning techniques and content available with KANA IQ for Agents
- Maintain customer satisfaction by offering quick, simple escalation when customers need extra help
KANA IQ makes self-service a rewarding experience for your customers
Features
Search Anyone can Use
KANA IQ helps your customers find their answers quickly with clarifying questions, dynamic interviews, topic search, search-term highlighting and document summaries.
Speed through Relevance
Expert modeling combines specialists’ know-how and organizational policies to present answers in the most relevant order.
Get the Most From Existing Content
Federated search makes it easy to find knowledge across data repositories.
Partner with your Customers
Feedback to content managers lets customers comment on the usefulness of solutions or suggest improvements.
Minimum Effort to Publish Knowledge
A single KANA IQ knowledgebase means agents and customers have access to the same automated guidance and content.
Customers Can Pick Up Where They Left Off
KANA IQ preserves search history so customers can continue self-service at a later time without having to start from scratch.
Provide a Safety Net
KANA IQ lets customers quickly escalate to an agent when they need extra help. Escalation includes a complete history of the self-service session, cutting agent response time by up to 75%.
Security and Segmentation of Content
Both the user’s identity and the content of the request are used to dynamically adjust entitlements and access to the knowledgebase.
Global Support via Internationalization
KANA IQ can support customers in over 20 languages, making your self-service capabilities as global as your enterprise.
More Efficiency for Managers
KANA IQ is designed so knowledge can be linked and re-used in multiple questions, problems, cases, diagnostic paths and solutions. This approach lets KANA customers more easily support thousands of products and services.
More Efficient for Customers
KANA IQ comes with a library of website templates that have been tested for usability, are based on the best content management practices from a wide range of industries, and can be easily modified to match your current Website look and feel.
Measure for Continuous Improvement
An advanced reporting console helps managers measure and analyze self-service trends and identify content gaps in the knowledge base so you can keep improving the self-service experience.
No Job Too Large
KANA IQ, based on J2EE standards, scales to tens of thousands of simultaneous users on a variety of operating systems.
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