Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Case Studies : 1-800-Flowers.Com

1-800-FLOWERS.COM implemented KANA Response so that email communication would be the same fast, high quality experience for customers that it is when they order over the Internet. Within six months, agent productivity leapt by 35%. As many as 200 CSRs use KANA Response to reply to customer emails.

1-800-FLOWERS.COM has been involved in e-commerce since 1992. Over the years the company's investment in the Internet channel has grown. Many customers use email to ask questions or make requests. At first the company's Customer Service Representatives (CSRs) used conventional methods to reply. The volume of business conducted over the Web grew fast however, as did the volume of associated emails.

"As an Internet forerunner, we felt we needed to provide our customers with the same fast response time to their emails that they're used to over the Internet," said Meredith McArdle, Director of Customer Service. "Therefore we looked carefully at the solutions industry had to offer for automating and streamlining email response."

"We found KANA Response to be head-and-shoulders the best on the market," McArdle continued. "KANA Response does so much more than just automate the reply process. It creates powerful reports that enable us to understand and trend customer issues. For our CSRs it combines speed with flexibility, allowing them to respond very quickly even when they need to make changes to standard replies. It
also makes it easy to keep customers informed of changes and important news."

1-800-FLOWERS.COM claims they deployed KANA Response in one month, with no assistance other than a training course and the documentation provided by KANA.

"The implementation phase was lots of fun," reported McArdle. "To take best advantage of KANA Response's power and flexibility, we analyzed the types of issues we wanted to track and then built a corresponding set of categories of information to be reported. Based on the results, we then refined the categorization. Of course, you're never finished. There are always new needs, new trends to track and new issues to evaluate. Fortunately KANA Response makes it easy to change and add new categories when they're needed."

"One of the things we like best about KANA Response is that our users have all the same powers and capabilities that we do in management," McArdle said. "One defining aspect of the company is that we believe strongly in empowering our CSRs as fully as possible to do whatever it takes to satisfy the customer, and KANA Response is a perfect fit with that philosophy."

"Within six months, CSR productivity improved by 35%," reported McArdle. "Since we have as many as 200 users during the peak holiday season, that amounts to a big dollar savings. But that's just the beginning of the financial benefits of KANA Response to 1-800-FLOWERS.COM. The reports have made it clear where there are common customer issues that account for a lot of the back-and-forth emails, and so we've put many of the answers to these issues on our self-help area of the website. That's a big time saver that's over and above the 35%. More important than these direct cost savings is the fact that our customers are delighted with their ease of communication and our fast, responsive service, which brings them back over and over."

1-800-FLOWERS.COM say they a long-established goal of replying to a majority of all email inquiries within two hours. KANA Response is helping them meet and exceed their goals. In one recent month their response rate hit 95%.

"There's so much we like about KANA Response, and KANA keeps making it even better," said McArdle. "They've added an incredible array of enhancements over the three years we've owned it, especially in the area of empowering users to easily change and establish rules. Everything is interactive and real-time. We can go online and see statistics and trends as they're happening. We can make a change that's designed to improve customer satisfaction, and sit right there and watch how well it's working - almost instantaneously. KANA Response does all the work for you. It also makes it easy for us to collaborate with other departments. We can forward emails to them and not worry about these emails getting lost because the system automatically raises a flag to tell us when it's time to get back to them."

"Before acquiring the latest upgrade, we took another look at the industry just to make sure our original conclusions were still valid," McArdle concluded. "We found that KANA Response had the functionality we needed to meet our customers' needs."


About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.Company Profile Page

About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Getting The Ergonomic Programme Right

Read today's tip or listen to it on podcast.

More Editorial From 1-800-Flowers.com

Published: Wednesday, August 29, 2007

Printer Friendly Version Printer friendly version

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

PROGRAMMING COMING SOON!

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5976 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =