KANA’s eCRM solution helps drugstore.com, inc. Reach an Award-Winning Level of Customer Service drugstore.com, inc. Garners Industry Recognition With Rapid Response to Customers.
KANA (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, in July 9 announced that drugstore.com, inc. (NASDAQ: DSCM), the leading Internet retailer for health, beauty, wellness and pharmacy products, has been awarded a Five-Star Customer Service Award from the E-Tailing Group in part due to the quick and automated response capabilities of KANA’s market-leading e-mail response application, KANA Response(tm) software. With the aid of KANA, the drugstore.com(tm) customer care team answers up to 5,000 e-mails per week, taking an average of three hours and 42 minutes to respond to each e-mail, which is well below the industry average. As a result, drugstore.com, inc. is able to efficiently respond to customer inquiries while saving time and reducing costs in the contact centre.
KANA Response is part of the KANA iCARE(tm) suite of modular solutions built to easily integrate with each other and any application already installed within an organisation. drugstore.com, inc. chose KANA Response over other
e-mail management products because its open architecture enabled easy integration with the company’s existing, homegrown eCRM solution. The combination of the two solutions enables a streamlined e-mail management process that quickly and easily resolves customer service inquiries. The easy-to-use KANA Response application allows drugstore.com, inc. to train new customer service representatives on the product in less than 15 minutes and move non-customer service employees into the contact centre during peak selling times, without a drop-off in customer service.
‘Effective e-mail management is vital to our eCRM initiative,’ said Ron Kelly, director of Customer Care at drugstore.com, inc. ‘We’re obsessed with providing the best possible customer service and that is reflected in our choice to implement the highly flexible KANA Response software. With the help of KANA, we have consistently delivered award-winning customer service levels without increased overhead in the contact centre.’
As an integral component of the KANA iCARE suite, KANA Response is the most effective and widely used e-mail management system in the world. It provides world-class agent-assisted service with fast, high volume, intelligent, automated e-mail, Web, and instant messaging request management. With KANA Response, the drugstore.com customer service team can respond faster and more accurately to customer requests, both increasing customer satisfaction and agent productivity.
‘Rapid response to customer inquiries is one of the key components to exceptional customer service,’ said Alf Saggese, MD, EMEA for KANA. ‘KANA’s modular eCRM solutions enable businesses, like drugstore.com, dealing with high-volumes of customer service to respond faster and more efficiently to customer requests without increasing costs in the contact centre.’
drugstore.com, inc. is one of nearly 1,300 companies worldwide using KANA next generation eCRM solutions to drive better relationships through effective, efficient interactions with customers at all points of contact (Web collaboration, phone, e-mail, live chat) and throughout the enterprise. The KANA approach to customer relationship management technology solutions combines sophisticated analytics with thin-client Web architecture to deliver extraordinary customer interactions that decrease costs and drive revenue.
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