EXP.com Depends on Kana's Expertise for Its Rapidly Growing Customer Service Department
Productivity accelerates even as customer queries increase at premier online marketplace for expert advice and services
REDWOOD CITY, Calif.--(BUSINESS WIRE)--Oct. 30, 2000-- Kana Communications, Inc. (NASDAQ:KANA - news), a leading provider of enterprise relationship management (eRM) solutions, has been selected by EXP.com, a leading online marketplace for expert advice and services, to provide optimum response capabilities for its customer service department. The company has implemented Kana Response to handle its rapidly growing volume of customer emails.
Previously, the company had been using an NT exchange, which served adequately in the short term. However, as the EXP.com reputation grew, so did its membership and the demands on customer service representatives (CSR). Unwilling to allow email response times to slow from their usual 24-hour turnaround, company management took a decisive step, choosing Kana before significant problems developed.
``Quality of service and personalization are at the core of what EXP is all about,'' said Stuart Ogawa, VP of Operations at EXP.com. ``We were looking for an eRM system that would scale with our rapid traffic growth and enhance the EXP user experience by reducing customer service response times while still delivering personal attention. After doing extensive due diligence, we chose Kana. Implementation of the system was straightforward, and the support staff was impressive. The feedback we've received from our customers has been extremely favorable.''
Kana is an Internet-architected solution that enables EXP.com to interact with customers personally and consistently. Kana also provides reporting capabilities to track performance on the site as well as database frameworks to build extensive customer histories - a valuable resource for EXP.com's strategic planning. Now the company can track customers' purchasing habits and service records, send pre-approved responses, and use Kana's mail routing to prioritize and categorize emails.
``Our solutions are fundamentally different from legacy systems because they're designed specifically for rapid deployment and ease-of-use,'' said David Fowler, senior vice president, Worldwide Marketing, of Kana. ``This offers a vital advantage to e-businesses, which depend on seamless integration with their online operations. A growing number of companies like EXP.com are realizing that they can't afford to take chances with retrofitted solutions.''
About EXP.com, Inc.
Established in February 1999, EXP.com, Inc., is the online marketplace for expert advice and services. EXP connects individuals seeking advice with experts and service providers in over 300 Business, Technology, and Personal Interests topics areas. The company also powers Expert Networks for corporations and destination Web sites. EXP has attracted over $60 million in financing from Bessemer Venture Partners, CMGI @Ventures, Maveron, Bowman Capital, J. & W. Seligman & Co. Incorporated, meVC, Ask Jeeves, and Oracle Ventures (Nasdaq: ORCL - news). EXP.com is located in Menlo Park, California. For further information, please visit exp.com. |
