Four New Means To Enhance Customer Relationships
Knowledge Drives Right Now Web 3.0
One of the keys to providing effective Web self-service to one's customers is to put in
place a system that is both easy to use and also can take accumulated data that pass
through it and learn from them to answer questions in the future. This concept is used in
Right Now Web 3.0 from Right Now Technologies.
Instituting a Web site can triple a
company's customer inquiries. Based on the fact that the majority of customer questions
are repetitive in nature and thus can be predicted with great accuracy, Right Now Web 3.0
presents visitors with a dynamic selection of frequently asked questions (FAQs). As
visitors interact with the system, they rate the effectiveness of published FAQs, causing
useful solutions to be presented first for future customer questions. For questions that
are not addressed by the published knowledge base, customers submit their questions to
support personnel. When support personnel respond to the questions, they can publish the
question and the answer into Right Now's Organic Knowledgebase Engine, thus making the
solution easily accessible to future visitors.
Right Now Web 3.0 incorporates four major new modules. Right Now Email combines Right
Now's Organic Knowledgebase architecture with artificial intelligence to provide automatic
e-mail responses to customer questions. When a customer is unable to find an answer to
their question in the public knowledge base, they can send an e-mail to the support
department. Right Now Email intercepts the customer's e-mail, analyzes keywords and
phrases within the customer's query, acknowledges receipt of the question and provides
likely answers to the question. Once the visitor receives a response, they can rate the
usefulness of the recommended solutions by clicking on a hyperlink, which automatically
captures the information. The information is then used to predict the solution's relevance
to future questions.
The Right Now Contracts module is designed for companies who provide service contracts
to their customers. Right Now Contracts allows these companies to manage customer support
contracts either by incident or by expiration dates, and deliver support accordingly. When
a user has exhausted their current service contract, they are automatically prompted to
renew the contract prior to submitting their next service request.
Right Now Surveys, an automated customer satisfaction survey module, can generate
surveys, tabulate the results and generate reports, which can be scheduled for automated
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Interaction Management From Kana 4
E-mail can be both a blessing and a curse. On the saintly side there is the ease of use,
its use by seemingly everyone, and the ability to shoot off a letter to a company from its
Web site. Its devilish side lies partly in its virtues, on being on the receiving end of
more e-mail than your company can handle quickly and effectively in a personal fashion,
thus alienating all those customers and potential customers awaiting a reply, and in the
fact that its full potential as a channel for targeted, effective marketing has yet to
come to fruition. Building on its previous e-mail solutions that address the e-mail
phenomena, Kana Communications, Inc. has launched Kana 4, which includes Kana Response,
Kana Connect and Kana Commerce.
Kana Response is used to manage e-mail and Web-based communications, as
well as perform proactive outbound e-mail customer service. The Kana Response product line
includes Kana Mail, Kana Link, Kana Classify and Kana Forms.
Kana Mail includes extensible merge fields, which incorporate data from
other systems such as a customer database into Kana Mail to customize and personalize
outgoing messages; queue prioritization, which assigns priorities to message queues;
automatic message escalation within queue prioritization; and scheduled reporting, which
can run reports automatically at predefined times and save them in a variety of formats.
Using Kana Link, an integration package for integrating Kana systems with
existing applications, businesses can access and control platform functionality with
cross-platform APIs, meet company-specific requirements with a customizable user interface
and integrate data across enterprise applications with an open data model.
For incoming messages, Kana Classify uses artificial intelligence to
learn the content of a companys communications and automatically respond
or automatically suggest responses based on history of responses to date.
Kana Forms manages the detailed customer information received via Web
forms to provide quick and accurate responses to customer inquiries. This customer
information can also be manipulated to provide business analysis.
Kana Connect (which uses the software of the Kana-acquired Connectify)
enables marketers to profile, target and engage customers in one-to-one conversations
through permission-based e-mail communication. Kana Connect is designed to drive repeat
transactions and reduce customer attrition by enabling companies to engage customers in
e-mail conversations, deliver individually targeted messages and minimize human error
associated with sending targeted messages
Kana Commerce, a new product line, is designed to convert browsers to
buyers as well as keep buyers informed of the status of their transactions. The first
product, Kana Notify, automates and manages transaction-related e-mail, such as order
confirmations, receipts and shipping notifications, reducing the number of customer
inquiries and providing a means to cross-sell and upsell customers to new products and
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French call center software provider Vocalcom has announced its move into the U.S. market
with its turnkey call center solution, the Herm�s Pro suite, which is designed to be an
all-inclusive solution. Herm�s Pro has the capacity to manage from 4 to 400 positions of
work; up to 250 different DDI numbers; up to 99 simultaneous outbound campaigns; 32 fax
lines, accessible from all work- stations; and up to 1,200 simultaneous IVR calls.
Boost offers three dialing modes: preview, progressive and predictive. It also manages
recalls and personal callbacks on scheduled dates and times.
Among the features of the Herm�s ACD are ANI with a CTI link; redundant and lost call
tracking; automatic recalls; skills-based routing; estimated wait-time announcements; IVR
and voice mail.
The call center adminstrator, Herm�s Commander, allows the configuration of inbound
and outbound campaigns as well as the CTI link between telephony, data processing and
human resources. It also manages agent groups, skills and call blending.
For the call center manager, Herm�s Statis manages call center statistics such as
production reports, personnel call back and recall time tables, individual agent
statistics and ACD statistics, and provides various graphical reports.
Herm�s Screen is a screen script generator that includes written text for the agent
and provides pop-up objection answers and conditional links between the different pages in
the script. It allows data entry during the telephone conversation and can also send an
e-mail or fax as confirmation of information.
Real-time agent supervision is provided through Herm�s View, which permits agent
monitoring and call logging, conference calling, and alerts the supervisors when specific
ratios have been exceeded.
Available plug-ins for Herm�s Pro include Herm�s Net, which allows agents to answer
Internet calls and automatically returns calls from a Web call-back button and transfers
the calls to an agent. Other plug-ins include Herm�s Quotaris, for the management of
surveys and opinion polls; Herm�s Organize, which optimizes appointment setting; Herm�s
Order for online telesales order taking; and Herm�s Galileo, and interactive voice
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Customer Connections From FaceTime
If you have been a regular reader of this magazine, we hope that by now you have the
message that for your business to prosper, you need to retain your customers by providing
the best possible customer service and that this is especially critical in the dot com
age, where those customers are just a click away from your competitors. Another lesson we
hope you have learned is that online customers are more likely to stick with a company and
complete an online transaction if they have access to human assistance. Its all
about managing these customer relationships.
To provide a rapidly deployed solution for
these thorny problems, FaceTime Communications introduced its suite of services, the
FaceTime Message Exchange. FaceTime has upgraded its services suite with the release of
FaceTime Message Exchange 3.0. 3.0 is designed to use the capabilities of next-generation
communications networks to enable e-businesses to integrate inbound sales assistance,
inbound customer service and instant messaging-based customer relationship management
One of the new capabilities in 3.0 is a Customer Supportal to provide
personalized, integrated Web-based access to business intelligence, news and reference
information, site administration and community. It enables customer assistance to be
viewed, analyzed and communicated across the entire enterprise.
Business intelligence in 3.0 captures consumer information before, during and after
interactions, allowing for user-defined reporting, ad hoc query and multidimensional
analysis (OLAP). This is designed to enable businesses to understand assisted service and
self-service customer behavior to improve Web site content, navigation, services and
A new customer profile system in 3.0 is used to capture customer information and
integrated communication history including transcripts of e-mail and instant
messaging conversations to enable one-to-one customer service.
Enhanced e-mail management in 3.0 provides a single architecture, rules engine, queuing
system and agent workstation. This can provide a seamless consumer experience across
e-mail and instant messaging, and can also enhance agent productivity.
In addition, America Online, Inc. (AOL) and FaceTime have announced that FaceTime is
the first company licensed by AOL to run online customer assistance business applications
on AOLs Instant Messenger (AIM) network. Under the agreement, FaceTime will receive
a license to integrate AIM into a customer service support tool, enabling FaceTime to use
AIM in customer service and e-commerce communications applications it develops for its
e-business customers. With AIM integrated into these applications, FaceTime e-business
users will have the ability to communicate instantly with AIMs network of more than
43 million consumers, consisting of both AOL members and users of AIM over the Internet.
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