Customer Service for Retail and Wholesale Distribution

  

The New Opportunity: Service Experience Management

Providing consistent and efficient service to your customers in every channel is one thing. Taking advantage of cross-channel interactions to better understand customers, personalize and improve service experiences, quite another. Our solutions for retailers and wholesalers are designed to optimize your service operations and make the most of every customer interaction in every channel, in every way.

American Greetings Avon Foot Locker Hanes JC Penny
Macy's Martha Stewart Party Gaming Redcats Walmart

The Challenge

KANA Retail/Wholesale Solutions:

  • KANA for Luxury Retail
  • KANA for Wholesale Distribution
  • KANA for Hi-Tech Retail

With workforce costs skyrocketing and retailers and wholesalers squeezed on margins, operational efficiency has become crucial to profitability. At the same time, customers aren’t waiting for you to get the service experience right—to customers your competitors are simply a click away. Every service experience has to be made efficient for the business and highly relevant to the individual customer. But with new channels of communication and service emerging, and growing volumes of transactional data and customer feedback, the challenge to understand customers and provide responsive service is growing too.

KANA’s Approach

KANA streamlines your existing business processes with your customer communication channels to enable consistent and efficient service experiences at every touch point. Customer data—including customer feedback and social media commentary—is integrated with service processes and leveraged to optimize and personalize customer experiences.

KANA’s Service Experience Management technology gives you a holistic understanding of your customers across your brands, merchandise [or: segments] and service channels. If online shopping carts are getting abandoned, you’ll know why, and what’s more, have the flexibility and business tools to adapt service processes rapidly in response. Service reps get a unified view of the individual customer they’re helping—customer history, accounts, purchases, etc.—regardless of the channels employed. With all the relevant customer information at their fingertips, your agents can better respond to customer needs and can easily identify and act on opportunities for cross-selling.

KANA’s solutions let you fine-tune your service channels and service experiences to meet your goals for service efficiency and customer satisfaction

Retail Case Studies

 Carphone Warehouse

Achieved a first-time resolution rate of 89%. Learn how Carphone Warehouse delivers accurate and consistent service across channels.

 eBay

eBay cuts email response time in half in just one week, slashing costs. See how KANA's high-volume email response solution boosts efficiency.

 Redcats USA

See how, Redcats USA mastered the 'art of automation,' enabling its team of representatives to handle an impressive and growing number of e-mails.

 Staples

Staples needed an email management system that would scale with its fast-growing online business. Find out how they successfully responded to an over 100% increase in email volume.

Other Retail Customers:

  • American Girl
  • Avon
  • B&H Photo-Video
  • Barnes & Noble
  • Best Buy
  • Daimler-Chrysler
  • Home Depot
  • JC Penny
  • PhotoWorks
  • Sears
  • Target
  • The Gap
  • Tiffany and Co.