Cashback2.com Chooses Kana to Deliver Instant Service and Faster Sales Conversions
REDWOOD CITY, Calif.--(BUSINESS WIRE)--Aug. 28, 2000--
Real-Time Communication Enables e-Businesses to Convert Browsers Into Buyers, Reduce Shopping Cart Abandonment, Cross-Sell, Up-Sell and Reduce Sales and Service Costs
Kana Communications, Inc. (Nasdaq:KANA), a leading provider of enterprise relationship management (eRM) solutions, announced today that the company has been selected by Cashback2.com to provide solutions for real-time customer assistance. Cashback2.com is a leading provider in the rapidly growing online real estate agent referral business. Cashback2.com has implemented Kana as the cornerstone of its 24/7 live chat customer service, where real estate agents, buyers and sellers can ask questions and receive immediate online response.
Cashback2.com offers real estate professionals a new method to gain sales, reduce uncertain leads, increase revenue base and potentially gain a lifetime client. To activate the process, Cashback2.com asks buyers and sellers to submit an online registration form to receive a referral to a qualified real estate agent. Immediately upon receipt, a customer service representative (CSR) initiates a live online chat to obtain more details and to provide additional information. Then, using proprietary technology, the client services team locates a qualified agent based on the customer's requirements. Once a real estate transaction is completed with a referred agent, Cashback2.com sends the customer a cash incentive.
"If we are to continue attracting qualified real estate agents for our growing business, it's critical that we capture a large number of people who are ready to buy or sell a home," said Todd Gimblett, Director of Information and Technology of Cashback2.com. "To do that, we have to understand and address the customers' emotional ties to a home. By using Kana, we can interact with the customer on a personal level right from the start and keep them engaged through the entire process. Kana is also incredibly easy for our CSRs, who can respond to multiple inquiries at the same time."
Kana enables e-businesses to engage in one-to-one real-time communications with customers to generate higher sales conversions. The solution's two-way Web-based messaging between the company and the customer, provides immediate online sales assistance to help turn browsers into buyers, reduce shopping cart abandonment, cross-sell and up-sell during the sales cycle and reduce sales and service costs.
"With Kana communication applications, online businesses can deliver multiple levels of customer service based on a number of contextual factors," said David Fowler, senior vice president, World Wide Marketing at Kana. "The system is completely dynamic because it takes into account all important aspects of the customer visit, including the nature of their question, to determine the appropriate service level. This ensures that e-businesses can provide immediate attention to customers who offer the greatest sales potential."
About Cashback.2.com
Cashback2.com is based in Silicon Valley with a technical and marketing support office in Toronto, Ontario. Cashback2.com is the first corporation to implement a patent-pending international cash-back program on an Internet real estate referral site. With thousands of real estate professionals registered, Cashback2.com has one of the largest agent networks available in online real estate. Working in rural, urban and suburban areas across the United States and Canada, Cashback2.com referral agents specialize in residential, commercial or recreational real estate. Cashback2.com is a trademark of Cashback2.com, Inc.
About Kana Communications Inc.
Kana Communications, Inc. (Nasdaq:KANA), a leading provider of web-architected enterprise relationship management (eRM) solutions, delivers a broad range of world-class, integrated e-business and interaction applications with a modular and scalable platform for both Internet and Global 2000 companies. Kana solutions deliver personal portals that offer customers, partners and the enterprise a global view of their communications and relationships. This global view includes managing the full set of communications channels such as e-mail, Web, chat, instant message, VOIP, phone and person-to-person, as well as e-business and communications applications to integrate the marketing, sales and service functions. This full-service suite enables e-businesses to compete and succeed in today's customer-driven economy. For more information about the solutions found in more than 700 companies, including 8 of the 10 most trafficked Web sites, please visit Kana at kana.com.
Note to Editors: Kana Communications, Kana and the Kana logo are trademarks of Kana Communications, Inc. All other company and product names may be trademarks of their respective owners.
Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Kana's expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Kana's strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Kana as of the date of the release, and we assume no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. Factors that could cause or contribute to such differences include, but are not limited to, the successful integration of Silknet, competition, increased competition due to Kana's expanded product offering, risks associated with the evolving and varying demand for customer communication software, our ability to expand our operations, the successful integration BEI and NetDialog, acceptance of email and the Internet as a communications medium, litigation over property rights, and general economic factors. These and other factors are risks associated with our business that may affect our operating results are discussed in the Company's filings with the Securities and Exchange Commission ("SEC") including our registration statements on Form S-4 and S-1, Annual Report on Form 10-K and quarterly reports on Form 10-Q.
CONTACT:
Kana Communications Inc.
Kyle F. Flaherty, 603/665-1308
kyle.flaherty@kana.com
or
Blanc and Otus
Lesley Gold, 650/404-0900
lgold@blancandotus.com |
