SOURCE: KANA Software, Inc.

KANA Software, Inc.

August 13, 2013 09:00 ET

Omni-Channel Service Important for Improving Customer Experience According to Independent Research

Proliferation of Communication Options Increases Service Complexity as Customers Demand Consistency Across Multiple Channels; 71 Percent Say Valuing Their Time Is Most Important

SUNNYVALE, CA--(Marketwired - Aug 13, 2013) - A commissioned study conducted by Forrester Consulting on behalf of KANA Software, Inc., a global leader in customer service solutions used by more than 900 organizations worldwide, reveals customers move to other communication channels 75 percent of the time when unsatisfied with a first contact method. Forrester indicates incurred recontact costs can reach millions of dollarsi, and further notes that 42 percent of customer service agents also must use multiple different applications when managing these voice, chat, email and social media inquiries. The study, entitled "Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It?"ii is available now on the KANA website.

Forrester finds that 92 percent of companies include customer experience as a strategic priority, with 23 percent of decision makers surveyed from organizations of 5,000 or more employees specifying it as their primary strategic priority. However, while 71 percent of consumers surveyed by Forrester say valuing their time is the most important thing a company can do to provide them with good service, companies struggle to provide the consistent experience customers expect across multiple channels; starting a conversation within one channel and then continuing it on another in context.

The research further reveals that many organizations today have outdated customer service technology and managerial procedures that do not adjust quickly for changing customer expectations that span a broad array of service channels, fragmented even more so by generational channel preferences.

"Successful customer service strategies require alignment across people, process and technology," said James Norwood, chief marketing officer for KANA Software. "Forrester's data shows that customer service agents require all the necessary information at their fingertips to fully resolve issues on first contact, no matter the channel. Implementing an 'everyone serves' mindset and the technology to fulfill it improves the customer experience and yields revenue-generating rewards, including increased wallet share per customer, cross-sell opportunities and new customer acquisitions."

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, 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.

i The State Of Customer Experience Management, 2013, Forrester Research, Inc., March 22, 2013.
ii Custom Technology Adoption Profile commissioned by KANA Software leveraging Forester research data and Forrester Consulting survey, March 2013.

Contact Information

  • Contact:
    Ryan Zuk
    KANA Software, Inc.
    +1 626 275 7625
    Email Contact

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