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“Companies are not set up today for the way that we as customers expect to be able to interact with them and get answers,” says Kana's chief marketing officer James Norwood. Businesses, for example, often have separate entities for talking with customers over social media and the phone. But when customers follow up on a phone complaint with an email, they expect the customer service representative to be familiar with their earlier conversation. That kind of organization shows customers that the company values their time, which customers say is the most important thing a company can do when it comes to providing good service. |
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