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KANA and thinkJar Examining Multichannel Customer Service at CRM Evolution

NEW YORK, NY — (Marketwired) — 08/19/13 — — , a global leader in customer service solutions used by more than 900 organizations worldwide, will join industry analyst and thinkJar founder Esteban Kolsky for a conference presentation today at the Marriott Marquis in New York City. The session, “Trends and Analysis towards Consistent, Contextual Customer Experiences,” will examine advanced service management practices, including unifying digital, social and traditional support channels to deliver more consistent, favorable and affordable customer experiences.

Kolsky-s presentation will highlight early findings from his 2013 Customer Service Channel Trends Study. Customer experience professionals are invited to during the month of August, and can receive a white paper detailing results upon the study-s conclusion.

“Businesses of all types and sizes face incredible pressure to serve customers and prospective customers reliably across a growing number of communication channels,” said James Norwood, chief marketing officer for KANA Software. “They often have just one opportunity to get service delivery right at the risk of losing customers or damaging their credibility. Omni-channel service processes are paramount for sales and marketing success in today-s 24/7 marketplace, and Esteban Kolsky is among the foremost authorities in helping customer service professionals identify and begin applying these best practices.”

KANA, a CRM Evolution platinum conference sponsor, will also exhibit at booth #201 August 19-21, featuring its new omni-channel customer service suite designed to support end-to-end customer experience strategies. KANA will also exhibit its cloud-based solution for midsize businesses. Both systems enable contact and case management, Web self-service, proactive and mobile chat, social listen and response, email management, and advanced knowledge management, among other capabilities.

KANA, which also serves more than 250 government agencies in addition to commercial enterprise and midmarket customers, has grown substantially during the past three years, increasing profitability and the size of its customer and employee communities. This month, KANA opened a new Overland Park, Kansas campus to address increasing demand for its customer service suites and professional services. Its own North American customer conference, , will be held September 15-17 in New Orleans.

CRM Evolution is a premier conference showcasing the latest ideas and trends in customer relationship management. CRM practitioners, consultants and other leading industry voices meet annually at CRM Evolution to discuss the latest ideas, strategies, innovations, and services and solutions from the world-s leading companies. CRM Evolution is a property of CRM Media, a division of Information Today, Inc.

KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates with — and about — your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations. By unifying and maintaining context for customer journeys across agent, Web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter scores (NPS) at more than 900 enterprises — including many of the Fortune 500 and more than 250 government agencies. At KANA, we help create differentiated and personalized customer experiences that count.

KANA is based in Silicon Valley, California and has offices worldwide. For more information, visit , phone +1 800-737-8738, and follow KANA on Twitter .

KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

Ryan Zuk
KANA Software, Inc.
+1 626 275 7625

Erin Lutz
Lutz PR for KANA Software, Inc.
+1 949 293 1055

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