SOURCE: KANA Software, Inc.
NEW ORLEANS, LA--(Marketwired - Sep 16, 2013) - KANA CONNECT 2013 -- When KANA Software, Inc. was seeking a destination for its 2013 North American user conference, there was little debate that the ideal setting to discuss innovation in customer service and business strategy was the City of New Orleans. Recently ranked the fastest growing city in America since 2007 by Forbes Magazine, the city has built a reputation as the country's comeback city, staging a striking economic revival.
New Orleans' enterprising spirit mirrors the focus of a business community at large that is emerging better and stronger after years of a down economy, thanks in part to savvy customer service strategies. A critical element of business performance and key driver of profit and operation efficiencies, customer service has become a front-office mission-critical strategic imperative. Leading organizations recognize success or failure lies in their ability to deliver consistent customer experiences that differentiate them from competitors and are highly relevant to the needs and preferences of specific customer segments.
The KANA Connect user conference kicks off today in New Orleans; attending are representatives from many of the more than 900 organizations and government agencies worldwide that leverage KANA to run and drive their customer service initiatives.
"The City of New Orleans is an incredible host and we're very excited to kick off our KANA Connect event here within this mecca of innovation and revitalization," said James Norwood, chief marketing officer for KANA Software. "In business as in life, sometimes you have to break things down to make way for new and different ways of thinking. That is exactly what we're here to discuss at KANA Connect -- new ways of capturing the hearts and minds of customers, and the benefits of doing so successfully."
From Hurricane Isaac to Super Bowl XLVII:
Orchestrating Customer Service During the City's Greatest Highs and Lows
New Orleans has faced its share of highs and lows in recent years -- such as when Hurricane Isaac made windfall there in August 2012, and when it played host to Super Bowl XLVII in February 2013. Through it all, LAGAN technology from KANA has powered the City's NOLA 311 system for residents, visitors, and businesses seeking general information and services in New Orleans.
Launched in March of 2012, the NOLA 311 service center is a consolidated call center designed to make city government more user-friendly and responsive by providing one telephone number to call for information on city services and to report non-emergency concerns such as the need for pothole repair, traffic signal malfunction, and more than 50 other specific service requests. Customer Service Agents create a service request in the 311 Service Management system, where it is forwarded to the appropriate department for resolution and tracked from start to finish, supporting accountability for city department personnel, residents and other stakeholders. Information and answers to Frequently Asked Questions are also available 24/7 via an online knowledge base at www.nola.gov/311/answers.
Now the city plans to expand the functionality of NOLA 311 by leveraging the newly launched LAGAN Enterprise solution. KANA customers and media will hear about the city's future plans, tour the NOLA 311 Service Center and see LAGAN customer service technology in action during a private tour Wednesday, Sept. 18 at 8 a.m. CT. Interested media can contact Ryan Zuk at firstname.lastname@example.org to register.
About KANA Software
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 www.kana.com, phone +1 800-737-8738, and follow KANA on Twitter @KANAsoftware.
KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.