KANA Software, Inc., a provider of multi-channel customer service announced Tuesday that The Carphone Warehouse, the global independent retailer of mobile phones and services has selected KANA IQ to provide a consistent, high-quality customer experience across channels.
The retailer will leverage the KANA solution to create a single source of accurate, relevant and timely information. The solution is expected to increase both customer and employee retention while reducing service delivery costs.
The Carphone Warehouse was searching for a solution to transform its approach to customer service by developing a central knowledge repository accessible to employees and customers across multiple support channels, including email, telephone and the Web.
In order to achieve its goal the company chose KANA IQ’s guided knowledge approach that asks clarifying questions and leverages multiple search and retrieval techniques focused to bring users to the most targeted relevant information.
The solution will also lower training times and improve employee satisfaction by providing them with the information required to do their jobs well.
Michael McAuley, head of Customer Experience at The Carphone Warehouse expects KANA technology to significantly improve their ability to deliver a world-class customer experience across all CPW channels, including retail, the Web and the contact center.
McAuley said that the solution will enable them to resolve their customers’ inquiries as quickly and accurately as possible, regardless of how they choose to interact with them.
“The Carphone Warehouse is a product innovator and thought leader in the mobile marketplace,” said Marchai Bruchey, chief marketing officer at KANA in a press release.
He continued: “It’s no surprise that such a progressive company recognizes the substantive business value of improving the customer experience. As leading companies like The Carphone Warehouse look to transform the experience through exemplary service and support, they continue to turn to KANA for the industry’s most scalable multi-channel customer service solutions.”
KANA’s integrated solutions enable companies to deliver consistent, managed service across all channels, including e-mail, chat, call centers and Web self-service.
The Carphone Warehouse has nearly 2,000 stores in 11 countries. This independent retailer of mobile phones and services is committed to offering impartial and expert advice on a wide range of products plus world class after sales care.
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