KNOVA Deployed to Power Self-Service at Trend Micro

KNOVA Software, Inc.™, provider of Service Resolution Management applications, announced that Trend Micro, provifder of antivirus and Internet content security, has deployed KNOVA’s award-winning application suite for knowledge-enabled customer service in both the U.S and Japan.

With a rapidly growing customer base, Trend Micro wanted to enhance customer support by offering users both an intuitive and integrated self-service functionality. KNOVA’s Self-Service application combines powerful search, knowledge management and business process support capabilities, enabling Trend Micro customers to help themselves online.

“After a thorough evaluation of vendors, we concluded that KNOVA was the clear choice for helping Trend Micro further enhance its customer support offerings. KNOVA demonstrated impressive natural language, guided search technology, a clear understanding of query intent, capabilities for collaboration, and business process support,” said Martin Roesler, director of global technical support operation at Trend Micro. “Offering a comprehensive suite of applications and multi-lingual support, KNOVA is a solutions provider that we hope to grow with over time. With KNOVA we will look to make self-service the channel of choice for customers worldwide, improving customer satisfaction while decreasing support costs.”

Trend Micro selected KNOVA Self-Service to power an adaptive self-service experience for its customers. Built on a diagnostic, natural language search engine with integrated business process support, KNOVA Self-Service guides customers to the right answers, knowledge and next steps based on the intent and context of their query. This adaptive resolution process creates a personalized experience for Trend Micro’s self-service customers and enables them to resolve their issues quickly and easily. Furthermore, KNOVA’s comprehensive analytics are designed to help Trend Micro continuously improve their self-service system by identifying knowledge gaps.

In the first phase of its deployment, Trend Micro has implemented KNOVA Self-Service for U.S. and Japanese markets. In the second phase, Trend Micro is expected to integrate KNOVA Forums into the self-service experience. KNOVA Forums is self-learning and adaptive to the expertise and reputation of different forum contributors. Moving forward, Trend Micro plans to expand its implementation to cover more languages and regions.

“As security issues become a greater concern for Internet users around the world, and Trend Micro’s customer base continues its rapid growth, the need for mission critical customer support is vital,” said Bruce Armstrong, president and CEO of KNOVA. “With Trend Micro’s self-service deployments live in the U.S. and Japan, we are delighted with our early success and growing partnership. We look forward to helping Trend Micro provide its customers worldwide with unparalleled customer service and support.”