KANA announced Response Live, an assisted-service module for web collaboration, online chat and co-browsing that enables companies to provide real-time interaction over the internet. Web collaboration enables customer service agents to “chat” customers through issues, while co-browsing allows agents to guide customers through on-line transactions, delivering higher completion rates of web-based transactions.
“KANA Response Live provides a valuable communication channel that allows our customers to easily interact with our representatives during their online banking transaction,” said Randy Adams, Senior Vice President at
Wells Fargo. “This ensures our customers have the support they need to complete their online banking transactions with ease and confidence.”
The KANA Response Live solution helps companies more effectively reach, serve, and retain customers by offering a superior online experience. The product includes text chat and predefined responses, multiple chat/co-browse sessions, queuing and routing, agent transfer, service level monitoring.