B&H Photo-Video-Pro Audio is moving toward a more efficient customer self-service system integrated with its contact center with site search and collaboration technology from Knova Software, B&H says.
"As a multi-channel retailer, B&H is world renowned as the place to be for all photo, video, pro audio and digital imaging needs,” says Herschel Jacobowitz, CIO, B&H Photo, No. 118 in the Internet Retailer Top 500 Guide to Retail Web Sites. “The key to that success has been an unwavering commitment to outstanding service, and we understand that long term customer satisfaction depends in large degree on having the best support systems. After carefully reviewing the leading solutions in the industry, Knova’s combination of adaptive, natural language search, universal information access and integrated business process support made it the obvious choice for us to achieve our goals."
The search technology and other capabilities in the Knova self-service system provides for an “intuitive and resolution-centric experience” for shoppers, who will be able to automatically pass on retrieved information to a customer service agent if they decide to escalate to assisted support, B&H adds. “Knova is making our sales and customer support agents more effective, and when we implement Knova for self-service, we expect to both increase agent productivity and further improve customer satisfaction,” Jacobowitz says.
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