Another Blow to Search and Retrieval
April 25, 2013
New releases hit the market everyday and Kana Software’s next generation enterprise customer service application for agent-based desktop and self-service has arrived. Ecommerce Times takes an in depth focus on the new release in the article, “Kana Adds Context, Subtracts Search.” Kana had worked on Kana Enterprise for over a year and they added a new contextual layer for users. What is most prevalent about the new software is the consistency between applications and the user interface. Other enterprise systems lack the same consistency, even though they use the same source code.
The enterprise system is supposed to make the entire user experience fluid:
“The process is similar for customers who access self-service via a Web page. ‘We will proactively push them the right knowledge so they don’t have to search,’ said [James Norwood CMO.] ‘They get what they need and are less likely to abandon that process or call the contact center’.”
The new user experience takes out the search and retrieval function. Even with a simple user interface and ease between applications, users still need to search for specific items if they are lost in the mad software jumble. Is this yet another indication of the diminution of search and retrieval?
Whitney Grace, April 25, 2013
Sponsored by ArnoldIT.com, developer of Beyond Search
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