Freeserve Uses Kana Response for Inbound E-Mail Queries

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Seeking to improve customer service, Freeserve, Britain's largest Internet service provider, is using Kana Response software to handle inbound e-mail inquiries and comments from its 2.4 million customers in the British Isles.

A debut rollout of Kana Response at Freeserve's Leeds contact center is handling more than 10,000 inbound e-mails a week. The software scans the e-mail and forwards it to the pertinent Freeserve executive to answer. It also claims to offer a real-time overview of the status of message lines.

Freeserve, a subsidiary of France Telecom-owned ISP Wanadoo SA, will use the Kana product later this quarter in two more contact centers comprising more than 400 customer service representatives.

Based in Menlo Park, CA, Kana serves clients like Gap Inc., Eastman Kodak Co., Williams-Sonoma, E*Trade Financial, Hewlett-Packard Co., United Airlines, General Motors Corp., Sony and Verizon.

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