Global Focus Slide KANA is the leader in Service Experience Management Solutions to help Customer Service decision-makers take control of the service experience that they deliver to their customers. It allows them to deliver the ideal service experience in line with customer expectations at a cost that makes sense to their business. KANA provides software solutions to over 600 B to C companies which have a relentless focus on customer service. For example, KANA is used in over 120 financial services accounts, with 5 of the top 11 global banks using KANA KANA is used in over 100 telcos worldwide with 5 of the top global Telcos using KANA. KANA is also used by over 75 retailers. 3 of the top 3 general retailers use KANA and half of the top 7 specialty retailers use KANA to deliver excellent customer service to their customers. And KANA delivers results. Our customer report double-digit increases in satisfaction, increased revenue, increased revenue growth and at the same time decreases in contact center costs. CITE KANA REFERENCES, SUCH AS: (Use relevant examples by vertical and by solution) For example Xerox , who mastered their online and on-phone experience using KANA to successfully support their global customer base across 13 languages in 160 countries. By using KANA to blend knowledge into their service experience, they were able to achieve improvements in service quality, cost, and responsiveness – allowing them to introduce a TOTAL CUSTOMER SATISFACTION GUARANTEE that’s a competitive advantage for their business. And eBay , who uses KANA to manage close to 10 million service interactions each month, cutting response time in half, increasing agent productivity 50-75%, and raising customer satisfaction for their online auction community … enabling them to deliver on their brand promise, to “Shop Victoriously” And Starwood Hotels , who standardized on KANA to master their multi-channel service experience across email, web, and chat, across their many hotel brands. Starwood uses KANA to deliver the same high level of responsiveness across all their brands, and also uses KANA to PERSONALIZE interactions for the unique characteristics of each brand. So the interactions with their Westin customers are different than the ones for Sheraton, based on the profiles and needs and preferences of their customers.
KANA delivers solutions to help you manage the customer service experience. Our solutions, give you control over your: Desktop – We offer knowledge blended case management solutions that unify the service experience across all communication channels that your company chooses to offer to your customers – whether its email, phone, chat, web self-service or other channels. We give you control over your eService experience. Our solutions include mature, intelligent, rules-based automation for email, chat, web collabolation and secure messaging. And we give you control over your agent and web self service knowledge, and the way that knowledge is captured and authored in your organization. Our measure of your success is that KANA helps you deliver lower AHT and reduce service delivery costs. KANA helps you reduce compliance errors and helps drive cross sell and upsell revenue. But most importantly, KANA helps you deliver the right balance of cost and quality for every customer service interaction, strengthening brand perception and customer loyalty.
Social Listening in Customer Service <ul><li>Mark Angel, CTO, KANA </li></ul><ul><li>[email_address] </li></ul>
Customer Service Experiences Today: ! ! ! Channel Silos Rigid, One Size Fits All Process Customer E-Mail Phone Web Chat Social Network Manager
But, for the Service Manager: A Vast Chasm Between Insight & Action Voice of the Customer Analytics & Social Listening <ul><li>ROI difficult to measure </li></ul><ul><li>Opportunities for better service squandered due to lack of action-ability </li></ul><ul><li>Chaotic environments that end up being more reactive than proactive </li></ul><ul><li>Analytics are an after-thought and not built into the process </li></ul>Service Experience Delivery Insight + Action = Listening
Enterprises Need Multi-channel action-ability. Service Manager Design Tailored Experience Flows on the Adaptive Desktop Customer Service Managers Can Adapt Experiences in Minutes, Not Months chat phone email web Orchestrate
Customer Service Needs Full 360 Listening Social Monitoring Customer Chat Phone Email Multi Channel Listening Social Listening Service Manager 360 Listening Social Media Forums Web
KANA Snapshot June 23, 2011 INDUSTRY RANKINGS Top General Retailers #1 - Wal-Mart #2 - Target #3 - Sears Holdings #6 - Macy’s Top Telcos #1 - AT&T #3 - Verizon #6 - France Telecom #12 - Sprint Nextel #14 - Comcast Top Specialty Retailers #2 - Home Depot #4 - Best Buy #7 - Staples WHO WE ARE The leader in Service Experience Management Solutions WHO WE HELP Customer Service Leaders HOW WE HELP We let you control over your Service Experience and the ability to balance your competing goals WHO WE SERVE Over 600 B-to-C companies with relentless focus on customer service BUSINESS IMPACT FOR YOU Our customers report double-digit increases in customer satisfaction, increased revenue growth and at the same time decreases in contact center costs Financial Services 120 Telecommunications 100 Retail 75 High-Tech 70 Travel / Transportation 50 Services 40 Manufacturing 30 Healthcare / Insurance 20 Government 10 600 Customers Worldwide
KANA gives you total control over your Service Experiences… <ul><li>Knowledge blended process </li></ul><ul><li>Case Management </li></ul><ul><li>Scripting </li></ul><ul><li>Unified service experience </li></ul><ul><li>Email Response Management </li></ul><ul><li>Chat </li></ul><ul><li>Web Collaboration </li></ul><ul><li>Secure Messaging </li></ul>Self-Service Experiences <ul><li>Our Measures of Your Success … </li></ul><ul><li>Strengthen brand perception and customer loyalty </li></ul><ul><li>Lower Average Handle Time and reduce service delivery costs </li></ul><ul><li>Drive cross-selling and up-selling revenue </li></ul><ul><li>Reduce errors and enforce policy compliance </li></ul>Knowledge-Centric Experiences <ul><li>Agent knowledge and web self-service </li></ul><ul><li>Context driven search </li></ul><ul><li>Knowledge capture & authoring </li></ul>Agent Experiences