Customer Service for Retail and Wholesale Distribution

The Challenge

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 customer experience right—to customers your competitors are simply a click away. Every customer 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 customer 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 Customer Experience Management technology gives you a holistic understanding of your customers across your brands, merchandise 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 customer experiences to meet your goals for service efficiency and customer satisfaction