KANA Solutions for Web Self-Service
Perfect customer satisfaction with the industry's most complete self-service solution

KANA solutions for Web self-service have demonstrated real value to hundreds of customers. They have reduced support calls on average by 20%; made it possible for agents to support more than 20,000 products; produced double-digit increases in customer satisfaction; and provided self-service around the world in 20 languages.

KANA Web
Self-Service

Customer Service for Multi-channels.

KANA Cutomer IQ
Kana Response for Email
Live Chat
Live Collaboration
Industry specific solutions

KANA Customer IQ for Web Self-Service — Proven to reduce call volume and increase customer satisfaction by guiding customers through every step of their self-service interactions from research to resolution.
KANA Response for Email Escalation — Customers succeed online every time with one-click email escalation for additional help with their self-service inquiries.
KANA Response Live for Live Chat and Collaboration — Interactive chat and co-browsing provide a gateway to richer customer collaboration with a new level of service that drives higher rates of self-service adoption, customer loyalty and online commerce.

Technical overview

Object-Oriented Knowledge — A metadata-driven object base allows the same content to be used in multiple ways for reuse across assisted and self-service channels. Deployment and maintenance time and costs are significantly reduced as information is authored only once.
Rules-Driven Processes and Workflows — Dynamically applied business rules automate self-service resolution processes, manage escalations, select queues, prescribe customer treatments and personalize interactions and resolutions.
Enterprise Interoperability — Standards-based technology delivers the highest levels of integration with enterprise systems so that knowledgebase searches can include external and desktop content, while email and chat responses can automatically incorporate back-end system data. The standards-based technology also supports your organization's portal specifications to provide easy plug-and-play with your existing Web site.
Scalability and Reliability — The J2EE service-oriented architecture delivers proven horizontal and vertical scalability for efficient management of hundreds of thousands of concurrent users and millions of simultaneous interactions.
Security — Multiple layers of security maintain the privacy of self-service interactions. Authentication and permissions manage user access on the secured Web site, and the firewall-friendly architecture prohibits direct client-to-database access. Industry-standard HTTPS maintains privacy during transmission. Replies to email escalations that require confidentiality never include the sensitive information in the email, but instead direct the recipient to a secure Web portal. Web collaboration sessions are protected by security that has passed numerous audits with financial institutions.
Supported Platforms — KANA provides full support for industry standard technologies including IBM AIX, Linux, Sun Solaris, IBM WebSphere Application Server, BEA WebLogic Application Server, IBM DB2, and Oracle.

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KANA Solutions for Web Self-Service Perfect customer satisfaction with the industry's most complete self-service solution

KANA Solutions for Web Self-Service
Perfect customer satisfaction with the industry's most complete self-service solution