The Lost Weekend: The British Spend Two "Bank Horrordays" per Annum Waiting in
Queues or Waiting on the Phone for Service
Every Year, British Adults Waste an Astonishing Combined 403,000
Years (or 5,000 Lifetimes) in Queues; New Queue-Busting Software Sets
Out to Slash Waiting Times, Improve Service and Cut Administration
GLASGOW, SCOTLAND -- (Marketwired) -- 04/30/13 -- The British,
famous for their disciplined approach to queuing, waste a combined
403,000 years every year waiting for things according to Populus
research for KANA, developers of new queue-busting software. The
research finds every British adult wastes more than 10 hours a year
waiting for phone service as part of a combined three days per year
wasted waiting in queues.
Kenny Bain, senior vice president and general manager for KANA, said:
"The British are famously stoical about queuing, but the question we
need to ask in an age of sophisticated technology is 'why wait?'."
KANA software is in use by more than 900 organisations in the private
and public sectors worldwide and a new version launched this week
sets out to reduce waiting times, cut administration and avoid
duplication at call centres, on the Internet, on mobile devices and
across social media.
For the first time ever, the new software, KANA Enterprise, enables
customer details to be passed across several communications channels
rather than being restricted to one.
The growing antipathy to queuing in the real world -- and the
increasing importance of telephone-based and Web-based service -- is
confirmed by the research. Queues at banks, post offices, etc, waste
an average of seven hours of our lives every year. Telephone waiting
accounts for 10 hours.
James Norwood, chief marketing officer for KANA, said: "In a way, all
of us can think of waiting for service at banks and utilities as a
lost weekend every year -- or to put it another way, two public
horrordays. KANA's mission is to solve this for our customers and our
Forrester Research has found that 66 percent of customers say valuing
their time is the most important thing a company can do to provide
good service. Forrester calculates that a 10-percentage-point
improvement in a company's customer experience score can translate
into more than GBP 500 millio
n in revenue. (1)
KANA Enterprise software unifies what is described by IT
professionals as customer experience management, meaning that
customers are assisted in getting the fastest possible service from
their service provider by finding, suggesting and offering easy
KANA Enterprise offers the widest variety of service channels,
including phone, Web, email, mobile device, social media and more. It
can work with existing software, organizing service delivery and
ensuring that customers receive consistent service levels. Tweet a
problem to an organisation using KANA Enterprise and it will tweet a
The software also acts as the eyes and ears of the organisation,
identifying problems on mobile chat, monitoring social networks,
providing real-time analysis and managing proactive communications to
audiences as big or as small as the provider wishes to target.
The software further ensures that customer service agents know
everything they can possibly know when a customer calls by
aggregating all information. This can be a huge asset when dealing
with issues and complaints, allowing the person on the customer
service side to see the whole picture, reducing time being wasted and
unnecessary call transfers to other departments. By continually
monitoring activity across various channels, KANA Enterprise allows
businesses to rapidly re-model customer support processes, making
decisions in time to deliver a better than expected service.
"In an industry that has traditionally approached customer service
channels separately, KANA has for the first time taken a completely
holistic approach," Norwood said. "Until the introduction of KANA
Enterprise, customer service had suffered from a lack of integration
and misunderstanding across service channels, often leading to
overwhelmed agents, lost productivity and sometimes poor experiences
Forrester data, for example, shows that "75% of consumers move to
another channel when online service fails, which can incur a cost of
many millions of dollars."(1)
About KANA Software
KANA understands the value of great Customer
Service experiences. We know every channel through which a customer
communicates with -- and about -- your brand. We provide on-premises
and cloud solutions for large enterprises and mid-market
organizations, and by unifying and maintaining context for customer
journeys across agent, Web, social and mobile experiences, KANA
solutions have reduced handling time, increased resolution rates and
improved net promoter scores (NPS) at more than 900 enterprises --
including many of the Fortune 500 and more than 250 government
agencies. At KANA, we help create differentiated and personalized
customer experiences that count.
KANA is based in Silicon Valley, California and has offices
worldwide. For more information visit www.kana.com, phone +1
800-737-8738, and follow KANA on Twitter @KANAsoftware.
KANA is a registered trademark of KANA Software, Inc. All other
company and product names may be trademarks of their respective
(1) Forrester Research, Inc. blog, "Four Steps for Optimizing
Customer Service Operations," February 28, 2013. Calculation into
pounds was made by KANA.
Twelve Thirty Eight PR for KANA Software, Inc.
KANA Software, Inc.
+1 626 275 7625
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