White Papers

Learn how KANA improves customer service in different industries, keep on top of important trends, and go in–depth on KANA technology.

• Evidence–Based Service; Listening to Customers to Improve Customer–Service Processes
  Every customer interaction, including sales and service, must reflect a company's brand. However, it is quite a challenge to measure the effect which customer service has on a company's brand. It is required that the customer service processes are aligned with the brand to ensure that the customers receive service which meets the expectations generated by the brand.
• 7 Best Practices for Business Process Management in Customer Service
  Effective customer service is not only about managing phone calls but managing processes. Effective business process management for customer service relies on achieving a clear visibility and understanding of your processes, as well as the ability to rapidly adapt them to changing customer needs and business demands.
• Dynamic Case Management For Customer Service
  If you think case management is all about capturing customer notes and efficient call wrap-ups, think again. In today’s complex and unpredictable world you cannot anticipate the type of case your knowledge worker will get.
• Balance the competing demands of your customers and your business
  Delivering excellent Service Experiences is key to keeping customers satisfied, loyal, and increase their wallet–share with an organization. However, a recent study found that while 80% of companies believe they deliver excellent experiences, just 8% of their customers agree.