Trouble finding your balance?
Your brand might leave a mint on each pillow, or be as basic as clean sheets. And you need to consider quality, cost, and return to determine the right service experience for your company. But without complete control of your metrics, that goal is hard to reach.
Customer satisfaction looms large, but to business owners and service executives there's a lot more to the service equation. By providing you with complete control of every step in the service process, you define what great service really means in terms of balancing all your KPI's. SEM monitors the objectives you set for cost, satisfaction, revenue and compliance and then enables you to fine-tune them to business developments.
When customer needs change, business has to adapt and IT has to deliver. How a business need is best translated into IT capabilities is often complex—just as the validating, verifying and testing involved is time-consuming. Thanks to KANA's innovative visual design and orchestration tools, IT and business are finally on the same page. Coupled with the scalability of the SEM platform, frequent change to business processes is completely within reach and completely without event.
Disconnected applications and siloed data build up over time leading to a rigid infrastructure that's costly to update—but also costly to abandon. The SEM platform integrates with the resources and technology you already have making the implementation of service interactions possible across all enterprise data and all service channels.
Your best agents face ad hoc service processes with myriad sticky-notes and frenzied alt-tabbing. But with all their efforts, sticky-note knowledge doesn't translate to other agents or benefit organizational process. KANA SEM puts everything agents need in a single, adaptive desktop that dynamically updates relevant information to them as a business process unfolds. Lessons learned are easily shared across agents and service channels.
