Customer service calls can be an aggravating experience. Pushing buttons and getting lost in an automated system is not a new experience for most consumers. But when a person stops to consider the volume of interactions for a moment, the complexity of the issue becomes apparent. Customer service is a major portion of the world’s economy today and it appears to be getting bigger with each passing moment. An investor that can find a company which takes advantage of this complex and confusing customer service dance is an investor that may find solid long term profit.
KANA Software Inc., a customer service software developer, marketer and integrator, works to assess company customer services requirements and provide software solutions. The company assesses company needs across the entire spectrum of electronic customer service response/interactions, including e-mail, voice and personal contacts.
The company offers software products to achieve more efficient and productive interactions with a company’s customers. Since every product and company is different in different ways, a custom approach needs to be followed so that front line interactions with customers are dealt with in a way where they receive positive and productive attention. Moving customer service traffic in the right direction, when inquiries are often unique, can be difficult. KANA assesses typical need and interaction methods for a particular company to determine the best way to move that traffic so positive results occur.
Although some may inject a certain amount of frustration with the results generated by the company, considering the volume and unique nature of the problem may arrest this frustration slightly. The spectrum of the company’s customer base is one way to understand the scope of the issue. Customers include: Verizon, AT&T, Comcast, American Express UK, Citibank, DOW Jones & Co., State of California, MetLife, DuPont, Target and Northwest Airlines. The list goes on, but the diversity and uniqueness is apparent.
The company has been having solid successes in the sales of products to companies such as those listed. The one issue that the company faces in this regard, however, is predicting revenue and licenses sales from quarter to quarter because of the nature of the licensing and integration process. Overall licensing is up but service costs have also risen. Because of this, assessing the company requires a bit more due diligence to understand that Kana Software’s revenue position is relatively solid and has “legs”, as it were, for profit well into the future.
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