The system s message agent automatically categorizes incoming messages based on their content, priority and other information. KANA Response's administration features have proven very easy to use, allowing additional CSRs to be added quickly to handle spikes in e-mail volume. Its reporting functionality allows businesses to extract the greatest value from the massive collection of customer and system data. It also provides valuable metrics offering detailed reports, summary reports, list reports, charts and graphs. Custom reports can also be created.
Inquiries can range from site navigation concerns to questions about interpreting weather forecasts.
One recent visitor asked why an approaching hurricane could not be diverted with a thermonuclear device. There are a lot of 'weather enthusiasts' who have genuine questions about weather-related topics. Massengale s job is to ensure that all customer communications are reviewed and answered quickly and accurately. It s one thing to design a good product. It s another thing to see how it s used, to see what customers think of their experience and to evaluate their feedback.