MENLO PARK, Calif. — KANA Software Inc., provider of multichannel customer-service technology, has closed a seven-figure transaction with leading retailer Target.
Known for its meticulous attention to customer experience, Target plans to use KANA's knowledge management solutions to more effectively place important information at the fingertips of store personnel, thereby enhancing the service experience in its more than 1,600 U.S. stores.
KANA solutions deliver a guided knowledge approach that reduces the time it takes to answer customer inquiries. The solutions enable employees to diagnose problems and determine the right answer, taking into account the context of the situation. Using contextual search methodologies and automated best practices, employees can provide consistent, accurate answers without extensive training.
"Customers have higher expectations than ever before, and retailers have come to recognize that rapid, reliable and responsive service is a business imperative," said Michael Fields, KANA's chief executive. "In the highly competitive retail environment it is essential to deliver an outstanding in-store experience to ensure customer retention and loyalty."
