KNOVA Software Overview

KNOVA Software Overview

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.