KANA Enterprise

(11)
3.8 out of 5 stars

Customer Experience Management, Multichannel Customer Service, Knowledge Management, Email Management, Chat and Co-browse

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KANA Enterprise Reviews

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Showing 11 Kana reviews
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Kana review by <span>Joshua P. K.</span>
Joshua P. K.
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A great tool for streamlining customer service

What do you like best?

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily eliminating each of these separate components for the associates. Nearly all of the work they do can be done in KANA Enterprise now. In the future, we will be implementing further developments to lump in everything else while even increasing the functions and features. When all is said and done, KANA Enterprise gives us the ability to do everything we've been doing and thensome, but all within a single application.

What do you dislike?

The customizability is a huge win for KANA Enterprise, but it's also a huge drawback. Very few of the features we scoped out were available on initial release. Even with those, we had a lot of work to do to get there. That said, I wouldn't trade out the time for fewer features/possibilities. Having a all-in-one resource is invaluable, even if it's going to take us a total of 5-ish years to implement all the features we need.

What business problems are you solving with the product? What benefits have you realized?

Scattered resource usage and systems. Improving customer service by making accounts and orders more quickly and easily accessed. Better customer identification. Better email and FAQ management. MUCH better workforce management.

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Kana review by Internal Consultant in Information Technology and Services
Internal Consultant in Information Technology and Services
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One of the industry leaders for Knowledge Management, Case Management and Engagement Management

What do you like best?

Ability to expose services as SOAP; which in turn are easily customizable and can be consumed easily in clients own custom application

What do you dislike?

The overall reporting approach with jasper is little cumbersome to customize; especially for stuff like custom content types and custom tagsets.

What business problems are you solving with the product? What benefits have you realized?

Knowledge taxonomy structuring, Creating custom reports for business users, etc.

KANAs tag based approach is very helpful in creating the knowledge taxonomy. SOAP services can be easily customized to get the desired response. Ability to have single sign on authentication based on SAML, cookie based, etc.

What Help Desk solution do you use?

Thanks for letting us know!
Kana review by Consultant in Financial Services
Consultant in Financial Services
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A CRM solution worth of consideration

What do you like best?

Good integration with social media, good use of the cloud, and good collation of data so multiple agents can be "on the same page"

What do you dislike?

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

Recommendations to others considering the product

Definitely demo it first. The software's limitations may not be a good fit for your organization.

What business problems are you solving with the product? What benefits have you realized?

KANA was a good solution for our CRM needs, giving our CS people the ability to resolve customer account questions.

Kana review by Administrator in Insurance
Administrator in Insurance
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Antiquated customer service application

What do you like best?

Can be used by multiple customer facing teams u

What do you dislike?

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

Recommendations to others considering the product

Look at more dynamic solutions that integrate with a CRM. Consider a ticket based system.

What business problems are you solving with the product? What benefits have you realized?

Customer service uses it for outbound communication to clients that are received to a central mailbox.

Kana review by User in Information Technology and Services
User in Information Technology and Services
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Kana Enterprise Review

What do you like best?

I love how Kana Enterprise allows our team to live chat with our customers to assist them in solving their issues. We also use the Co-Browsing feature a lot to help our customers quickly.

What do you dislike?

Kana Enterprise is expensive but worth the cost.

What business problems are you solving with the product? What benefits have you realized?

We are utilizing Kana Enterprise to solve our communication problems with our customers.

Kana review by Internal Consultant in Telecommunications
Internal Consultant in Telecommunications
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Kana

What do you like best?

I like that I can communicate directly with my exclusive customers

What do you dislike?

I don’t like the interface because it tends to be garbled

What business problems are you solving with the product? What benefits have you realized?

Everything from processing orders from customers to completing their requests for their accounts

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Kate from G2 Crowd

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