Xerox provides support for hundreds of products to its global customer base. Its reliance on a system of disparate interfaces and applications--across product lines, geographies and languages--made it impossible to streamline processes and deliver consistent, up-to-date information.
With KANA's Knowledge Management Software, Xerox's knowledge is made accessible to both agents and customers in a consistent user interface. Customers can access information on any Xerox product in seven languages, and can easily escalate to assisted service if needed.
Support costs have gone down while service quality has gone up. And that's important when the number of daily search sessions on your website is thirty thousand and rising.