KNOVA Software Overview

KNOVA Software Overview

What is Missing in Customer Service?

The majority of customer service organizations have already invested in call routing and case management systems yet the issue of cost and service persists. Industry research shows that 80% of customer support costs are consumed in solving the customer’s problem, as opposed to routing and case management tasks. KNOVA Contact Center delivers the missing piece of the customer service process with a service resolution management application fully integrated with CRM.

Additionally, KNOVA can help a support organization move from a cost center to a profit center by introducing dynamically generated best bets and links for cross-sell and up-sell offers, alerts and news. These may be placed on any page in the application or on search results, and can prompt agents with contextual offers during live agent interactions. Agent Experience Adapts to Customer Context

When asking customer support agents about their biggest pain point, most will say that they can’t locate the information needed to effectively and efficiently answer customer questions. Search today is static and delivers documents, not answers and knowledge.

In contrast, KNOVA Contact Center guides the agent through a dynamic, adaptive experience specifically targeted towards solving each customer’s issue. The resolution workbench provides patented adaptive search and navigation with comprehensive capabilities including interviews, collaborative support and response templates. The resolution experience is optimized through the resolution flow engine to raise the overall quality and effectiveness of service that your agents deliver.

A common corporate goal is to shift service-oriented calls into new revenue opportunities. However, providing world-class service can be diminished when cross-sell and up-sell initiatives are not appropriately woven into the overall customer interaction. KNOVA tracks context-sensitive knowledge in the course of each interaction. This allows highly-tailored enterprise-driven recommendations to be pushed to agent at the appropriate point in the service interaction to achieve natural cross-sell and up-sell opportunities.

Agents Improve the System Just by Using It

Traditional knowledge management is hard and costly, requiring highly trained authors to write content in a specialized and complex structure. Furthermore, search tuning rarely delivers the desired results and requires skilled experts. KNOVA integrates structured and unstructured content from across the enterprise by leveraging patented auto-classification and segmentation methods.

With KNOVA, agents can capture new knowledge as a natural part of their resolution process. The search experience can be improved automatically through usage. In addition, KNOVA’s analytics leverage this usage-based data to get past simple categories and keywords to help you understand not only what happened, but why. The result is root cause analysis that makes products more useable and more serviceable to keep incidents out of the support center.

Seamless Agent Experience for a Satisfying Customer Experience

KNOVA has robust integrations with case management systems to provide a seamless service resolution experience across the customer service process. The case information and customer profile from a CRM system is used to drive the resolution process. Case notes, resolution session information and new resolution solutions are then captured as part of the CRM case.

Additionally, information from the CRM system can be used to tailor the self-service experience providing a rich online resolution process that can deflect calls from the contact center.