White Papers

Knowledge Management

Designing the Great Self-Service Experience
When it comes to getting help and answers, more and more customers want the convenience of Web self-service. Adoption of this always-available channel has shown remarkable growth in the past few years, especially for such activities as researching a product or service before deciding what to buy. How can you avoid failed self-service? In this paper, we will look at best practices to help you deliver self-service that aligns with customer expectations while helping to contain service costs. These best practices are the result of many self-service implementations by KANA customers around the world.

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