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Retrieval Software Expanding Reach, Role, says New Delphi Group
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Uncovers Significant Weaknesses in I-FM Solution Provider/Customer
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Shopping Remains Modest in European Union
KANA
Study Reveals Increased Demand for Web Self-Service in the the Retail
Industry
Active
eIRM Security Tools Help Detect and Avoid These New Forms of Electronic
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Sales Down as Market Reinvents Itself
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Sales to Reach $36 Billion in 2002
Gartner Dataquest Says
Worldwide Server Market Experienced Flat Growth in Second Quarter
of 2002
Data
Distribution, Migration, and Repurposing Software Market Will Remain
Steady Over the Next Five Years
Demand
for Enterprise Storage to Grow at 90% Through 2004
Networked
Call Center Market Set to Grow
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Research Signals the Death of Budgeting as we Know It
CRM
Initiatives Spur Demand for a Host of Customer Service Technologies
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KANA
Study Reveals Increased Demand for Web Self-Service in the the Retail
Industry
KANA, provider of external-facing eCRM solutions, announced results
of a recent study on customer service revealing that within the
retail industry, over 50 percent of customers surveyed prefer Web
self-service as their primary communication with companies. The
study points to the retail industry's need to move even more quickly
toward Web-based channels of communication and away from more traditional
methods for increased customer satisfaction and decreased contact
centre costs.
Sponsored by KANA, the study compared customer service requirements
and satisfaction across numerous industries. The study shows the
retail industry's progress in implementing online service, but indicates
that customers are demanding even more functionality on the Web.
Most customers agree that retailers have done a good job moving
toward online customer service but that they need to take online
interactions to the next level, incorporating greater functionality
for self-service, online chat and e-mail response.
Key survey findings related to the retail industry include:
- 53 percent of respondents utilise Web-based communication
(e-mail, Web self-service, chat) more often than the phone for customer
service.
- 50 percent of respondents cited Web self-service as the most
ideal form of communication for rapid responses to inquiries.
- 47 percent of respondents believe online retailers should
embrace self-service even more than they already have.
"As indicated in this survey, retail customers prefer Web-based
service, and seek out online self-service in particular," said
Alf Saggese, MD, EMEA for KANA. "This presents a tremendous
opportunity for retailers to reduce costs and improve service by
moving even more customer interactions to the Web. Through the implementation
of its external-facing eCRM solutions, KANA has enabled countless
numbers of retailers to experience a rapid return on investment
by providing high-quality interactions at extremely low costs."
In a recent Retail Market Forecast, Gartner reported IT spending
among online retailers would become even more focused on improved,
multi-channel customer service in 2002. This KANA survey clearly
indicates that as IT spending within the retail market grows, Web
self-service in particular will become an essential area for investment.
The KANA iCARE(tm) suite is a comprehensive enterprise software
suite made up of modular eCRM solutions, including an ultra scalable
contact centre solution, the industry's leading in- and out-bound
e-mail management system, a robust knowledge base for self- and
assisted-service and sophisticated marketing and analytics. KANA's
modular approach enables companies to address specific customer
service issues with a particular eCRM solution, without the need
to deploy an entire suite. Additionally, KANA's Web architecture
enables integration with additional eCRM solutions as needed.
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