Brand Supporting Services with Customer Service Solutions

Jul 8, 2011 | Publisher: kanasoftware | Category: Technology |  

Brand Supporting Services with Customer Service Solutions The brand of a company is a proof of its recognition. People are ready to buy branded products blindly as they know they can trust the company. A company spends years on hard labor to build its brand and reach a coveted position. Customers are aware that there will not be any lapses that may jeopardize the company’s position or their existence in the market. Traditionally the responsibility of popularizing the brand lay with the sales and marketing teams where they used different promotional strategies. But today a company’s brand is determined post the sales stage with the quality of customer service that is delivered. In a world encased in excessive competition the increasingly intense brand war has given the customers an advantage to express their views regarding any product. Various platforms are used to take note of customer feedbacks such as blogs, forums, reviews, etc. The comments, suggestions and criticisms that are posted on these platforms clearly state the customer’s reactions and level of satisfaction, and this helps the company to improve its image. Since customer experience has such a big role in brand building every business must ensure that they deliver consistently what they have promised to their customers and give them no reason to complaint. Nowadays customer satisfaction is top priority and so, businesses must ensure methods to measure customer experience to find the impact of the interaction on brand building prospects. They need solutions that are agile, flexible and supportive, and provide facilities to improve customer experience promptly and also monitor the status in real- time. If businesses want effective and better results in brand promotion they have to understand the segment they are catering to and study their dominant patterns to plan the right marketing strategy. Once they are able to identify the objectives of the chosen segment they need to measure the customer satisfaction levels and rates of loyalty. A service experience management solution has the capabilities to fulfill the mentioned requirements. It executes a streamlined service process and efficiently handles simple as well as complicated tasks with ease. The processes are programmed to respond automatically to emails, manage information across various sources, track cases and follow effective knowledge management processes. The service experience management solutions helps in brand promotion as it provides the facility to harmonize the processes, technology and knowledge to make each interaction with the customers worthy and memorable. The solutions increase the capabilities of a business with regards to cost management, compliance and other factors that affect performance. A gratifying customer service experience can make the customers besotted with a particular brand, and convert them into loyal fans. Learn more about :- Agent desktop & customer service consulting & customer service chat

Brand Supporting Services with Customer Service Solutions.pdf

About kanasoftware

KANA, the leader in Service Experience Management, provides solutions that deliver a customer service experience that successfully balances customer interests with business goals. KANA's clients report double-digit increases in customer satisfaction, increased revenue growth while reducing contact center costs by an average of 20 percent. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information, visit


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