Freeserve Uses Kana Response for Inbound E-Mail Queries

Share this article:
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.


Share this article:

Sign up to our newsletters

Follow us on Twitter @dmnews

Latest Jobs:

More in News

Target Names Retail Veteran Brian Cornell as CEO

Target Names Retail Veteran Brian Cornell as CEO

He leaves the top job at PepsiCo Foods to take the spot vacated by Greg Steinhafel in the aftermath of the data breach.

NBA Names Insurance Exec as its CMO

NBA Names Insurance Exec as its CMO

Nationwide and State Farm veteran Pamela El takes the league's marketing helm next month.

Bloomberg Names Bigley CMO

Bloomberg Names Bigley CMO

Communications chief Deirdre Bigley is appointed head of global marketing for the business and financial news company.