Slides from our recent webinar on knowledge management and web self service with Esteban Kolsky. Posted by Mark Duffell

1. We will begin at 5 minutes past the hour. Audio Dial in: United States: (312) 878-0511 Canada: (514) 667-0328 United Kingdom: +44 (0) 203-318-4723 Access Code: 796-988-826

3. We have been doing self-service for a very long time, but not since the beginning have we strayed this far from the needs of the user.

4. Problem? It is a matter of perspective.

5. customers Organizations and consumers see self-service as two different things

6. Organizations see it As a cheap replacement for phone calls As a delivery mechanism Not as and experience-centric last step in solving the customers’ problems or issues as they matter As a tool for customers to help themselves, or not

7. customer perspective Customers see it Organizations trying to push customers away Better than being on hold on the telephone A hard place to find what they need, not all answers are available Organizations don’t listen

8. content context intent Self-service zen Consider the three elements of the inquiry to deliver to expectations what do they need? how do they need it? why do they need it?

9. Self-service zen Consider the three models of self-service to deliver to expectations informational operational transactional

10. Next step in the evolution of service: Knowledge-infused processes knowledge-driven process analytics-driven knowledge infused process

11. Problem with traditional process organization inquiry a answer 1 inquiry a.1 answer 2 inquiry a.2 Answer 3 event knowledge data system analytics informational transactional operational self-service interface

13. Knowledge-Infused Process Model organization inquiry answer event knowledge data system analytics kip self-service interface

15. KIP Feeds New Customer Service enterprise applications crm sales marketing feedback service business self service communities agent tools knowledge repositories support tools

16. KIP Helps Improve Experiences customer centric evolution efficiency effectiveness company customer experience loyalty value process

20. Questions for Service Managers Knowledge adoption – how many customers actually use it ? How much time do customers spend searching for information? How do customers “do” instead of just asking for information?

21. KANA Web Self-Service Solution KANA’s Web Self-Service solution allows for KM and process to drive specific solutions for the customers

23. Web Self-Service: Authenticated and Anonymous

24. We want to hear from you! Please submit your questions online now. Contact KANA: [email_address] Contact Esteban: [email_address] Question & Answer