Online partnership makes light work of e-complaints

MyCustomer.com
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Companies dealing with customers on the Internet can now deal with greater volumes of queries and complaints, thanks to a partnership between Swallow Information Systems and Kana Communications.

Swallow has become the first reseller of Kana products in the UK, providing e-businesses with a multi-channel solution for customer contact management. Businesses will track all communications and build a comprehensive customer profile. Contact will be automated so that orders are accurate and enquiries reduced.

The Kana system is highly scaleable so that large volumes of e-mail queries and complaints can be managed, though self-service options also allow companies to minimise the volume of incoming enquiries.

“Managing customers is even harder for e-businesses than offline companies because of the potentially huge numbers involved,” said Andy Hunter, chief executive officer at Swallow Information Systems. “Integrating our CRM solutions with Kana’s web-based communications throws us firmly into the e-commerce arena.”

“There is a growing need for companies to extend management strategies to include the e-customer,” said Michael McCloskey, chief executive officer of Kana. “Offering online service, recording contact information and delivering electronic direct marketing campaigns based on customer-led requests is where companies selling online can really increase revenue.”

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