KANA Software joins thinkJar founder Esteban Kolsky to present a session at the CRM Evolution Conference. The session titled “Trends and Analysis towards Consistent, Contextual Customer Experiences”, will on various emerging trends and practices in the service management space for consolidating digital, social and conventional media channels.
James Norwood, Chief Marketing Officer for KANA Software, said in a statement, “Businesses of all types and sizes face incredible pressure to serve customers and prospective customers reliably across a growing number of communication channels. 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.”
The presentation by Kolsky will focus on the findings of the 2013 Customer Service Channel Trends Study. As part of the study, a short online survey will be rolled-out to garner responses for customer experience professionals and the survey participants will receive a copy of the published white paper at the end of the study.
KANA Software will also unveil its KANA Enterprise omni-channel customer service solution at the conference. The conference will also see KANA Software exhibiting the KANA Express, the cloud-based solution specifically customized for mid-size enterprises. These innovative solutions from KANA Software will feature contact and case management, proactive and mobile chat, web self-service, email management, social listen and response and advanced knowledge management.
KANA Software is engaged in providing cloud-based and on-premise solutions for customer relationship management with custom-tailored solutions for large and mid-size companies. The innovative solutions from KANA Software minimize customer handling time, maximize resolution rates and enhance the net promoting scores across its customer base of more than 900 organizations.