KANA to Deliver a Seamless Customer Experience across Channels for The Carphone Warehouse
KANA IQ will Enable Europe’s Leading Independent Mobile Phone Retailer to Create a Single Source of Knowledge that Powers all Customer Interactions
MENLO PARK, Calif. – November 28, 2006 - KANA Software Inc. (PinkSheets: KANA), a world leader in multi-channel customer service, today announced that The Carphone Warehouse, the leading independent retailer of mobile phones and services in the world, has selected KANA IQ to provide a consistent, high quality customer experience across channels. By leveraging the KANA solution to create a single source of accurate, relevant and timely information, the company expects to increase both customer and employee retention while reducing service delivery costs.
With nearly 2,000 stores in 11 countries, The Carphone Warehouse is the world’s leading independent retailer of mobile phones and services. The company is committed to offering impartial and expert advice on a wide range of products plus unbeatable after sales care. In order to fulfill this mission and maintain its leadership in a highly competitive market, The Carphone Warehouse sought to transform its approach to customer service by developing a central knowledge repository accessible to employees and customers across multiple support channels, including email, telephone and the Web.
A critical component of the project is KANA IQ, KANA’s award-winning knowledgebase solution for agent-assisted and Web self-service. In particular, The Carphone Warehouse was impressed with KANA IQ’s guided knowledge approach, which asks clarifying questions and leverages multiple search and retrieval techniques to bring users to the most targeted relevant information. With the solution, the company expects to improve first contact resolution—increasing customer loyalty and retention while driving down support costs. In addition, KANA IQ will lower training times and bolster employee satisfaction by providing them with the information needed to do their jobs well.
“The KANA technology will significantly improve our ability to deliver a world-class customer experience across all CPW channels, including retail, the Web and the contact center,” said Michael McAuley, Head of Customer Experience at The Carphone Warehouse. “Whether our customers are looking for pre-sales, acquisition or post-sales service and support, we’ll be able to resolve their inquiries as quickly and accurately as possible, regardless of how they’ve chosen to interact with us.”
“The Carphone Warehouse is a product innovator and thought leader in the mobile marketplace,” added Marchai Bruchey, chief marketing officer at KANA. “It’s no surprise that such a progressive company recognizes the substantive business value of improving the customer experience. As leading companies like The Carphone Warehouse look to transform the experience through exemplary service and support, they continue to turn to KANA for the industry’s most scalable multi-channel customer service solutions.”
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