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KNOVA Self-Service™
Powering an Adaptive, Personalized Self-Service Experience |
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Key Benefits |
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Guided issue resolution
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Personalized customer experience
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Proactive service with cross-sell and up-sell
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Why is Great Self-Service so Hard to do?
Customers demand a great self-service experience for convenience and satisfaction.
VPs of Customer Service and Support demand applications that improve efficiency
and provide a platform for new revenue. Marketing demands an interactive marketing
experience with brand support that opens doors for cross-sell and up-sell. Everybody
demands return on investment.
Reports from Gartner and other analysts say that e-Service and e-CRM initiatives
fail from 55% to over 70% of the time. Research shows many customer interactions
are unsuccessful, especially with complex products. Customers can’t find what they’re
looking for, they aren’t proactively notified of known issues and they have to repeat
themselves when moving between service channels.
KNOVA Self-Service helps your customers answer questions themselves through a personalized
interaction, allowing companies to optimize the customer experience.
Personalized Experience Adapts to Customer Context
Achieving true personalization requires understanding the customer, the context
of the query and being able to deliver a specialized experience that matches the
user’s specific needs. In some cases this includes cross-selling and up-selling.
A key part of an adaptive customer experience is recognizing that different groups
of customers need access to different segments of knowledge.
Microsites are customer portals that enable branded marketing and personalized support
based on factors such as products owned, geography, profile and preferences. Context-sensitive
pagelets can be proactively generated in the course of a search to provide relevant
news, alerts and offers for products and services. This allows for highly targeted
selling options, seamlessly guiding the user to marketing content or even a live
agent.
Each customer can also benefit from a search method that adapts to the nature of
his query. KNOVA offers multiple search methods including guided search, directed
answer and natural language which are dynamically applied based on inquiry.
KNOVA enables segmentation and personalization to be as fine-grained or as coarse
as your objectives require.
Self-Learning Drives Continuous Improvement
Enterprises struggle to maintain a complete and effective structure, organization
and integration of knowledge. The content capture classification and delivery process
have many potential points of failure, which are heightened by the need for specialized
resources for updates and tuning. KNOVA introduces the concept of organic knowledge
management which democratizes the capture and improvement of knowledge and provides
universal access to all the valuable enterprise content. The system also uses self-learning,
auto-classification and in-process analytics for continuous improvement.
A Seamless Multi-Channel Experience
A common source of customer frustration is self-service dead-ends; the customer’s
ultimate goal is finding a satisfactory answer. KNOVA provides a seamless escalation
path to experts, forums or live customer service that gets to the heart of satisfying
the customer’s need.
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KNOVA Self-Service — Key Features and Benefits |
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Resolution Wizards |
Guides users through a precise resolution workflow (including scripts, direct answers,
and escalation to forums or the support center) based on the specifics of their
issue |
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Guided Natural Language Search |
Helps users specify their issue and locate results quickly and precisely |
Personalized Portal
for Proactive Service |
Notifies precisely the right users of known issues to avoid customer problems before
they happen |
Knowledge
Capture Workflow |
Simple to use (unlike complex knowledge base authoring and structuring) making it
faster to get hot content to customers sooner |
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Integration with CRM Incident Workflow |
Encourages users to submit incidents over the Web, helping them serve themselves
in the process |
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Root Cause Analytics |
Empowers product specialists with the information they need to provide structured
feedback on product quality, serviceability, and usability |
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Knowledge Source Manager |
Part of the KNOVA Knowledge Platform which leverages content from anywhere, making
it easy to deliver all relevant content to support analysts
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J2EE Native Web Architecture |
Provides easy maintenance and scalability
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U.S. Patent No. 5,787,234; No. 6,711,585; No. 6,980,984;
No. 7028250. Other Patents Pending
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