eBay

Immediate Productivity
Gains of 50-75%

With KANA, eBay not only keeps up with an exponential growth in e-mails but actually speeds response time while keeping costs down.

The Challenge

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With its popularity soaring, eBay, the internet auction pioneer, was facing a flood of emails. Manual systems using a variety of e-mail clients, a manual routing process and a largely ad-hoc tracking mechanism incurred huge administrative costs and were tedious at best. With a mission to "help people trade practically anything on earth" the company needed to find a better way to truly help its millions of customers.

In the Customer's Words

We saw an immediate 50 to 75% improvement in productivity. After only one week of using the solution, the average response time per message was cut by more than half. The KANA solution allowed us to become more organized and efficient.

Keith Antognini
Director of Customer Support, eBay

The KANA Approach

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KANA solutions allow the customer service department to respond to 90% of the 125,000 to 150,000 e-mails eBay receives every week within 12 hours. Prepared response templates, customizable with a few mouse clicks, shorten response time. The auto-suggest feature provides the appropriate response template based on message content analysis. Automated information sharing among team members reduces the training burden. The increased productivity has allowed the customer service department to slow its hiring and lower headcount expectations while increasing efficiency.

The management team is now able to make business decisions guided by analysis. The ability to translate customer metrics into data to drive product enhancements makes it easier to streamline operations today and plan for the future