ProFlowers.com and Kana Team Up to Develop Virtual Sales Agents

Business Wire,  May 30, 2000  

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Business Editors/High-Tech Writers

Redwood City, Calif.--(BUSINESS WIRE)--May 30, 2000

Online Flower Retailer Implements Kana Advisor to Create

Trust-Based Customer Service With Virtual Sales Assistants

Kana Communications, Inc. (Nasdaq:KANA) today announced that ProFlowers.com, the premier Internet-based flower company, is using Kana Advisor to develop a virtual sales assistant based on Kana's Trusted Advisor(TM) technology.

ProFlowers.com is one of Kana's top-tier customers, integrating the advisor technology with its use of Kana Response, Kana's market-leading email management application. This advisor improves the customer experience at ProFlowers.com, building a relationship with each user based on trust and personalization.

Using Kana Advisor, ProFlowers.com has created a proprietary Virtual Shopping Assistant that interacts with users in a confidential manner to enhance their buying experience while building a more personal relationship. Their virtual sales assistant, Emily, guides customers through the various products and then matches recommendations with the customer's needs. The process is as intimate and personal as a local flower shop, and available for every customer, with no waiting, regardless of how many simultaneous visitors shop at ProFlowers.com.

"As the leading online flower merchant, ProFlowers.com is committed to providing customers with the very best online shopping experience possible," said Kin Lo, Strategy and Product Development manager for ProFlowers.com. "Kana enabled us to develop a unique Virtual Shopping Assistant for our site. When you arrive on our site you can discuss with the sales assistant what your needs are, such as the nature of the occasion and or genre of flowers you are looking for. Our sales assistant can then recommend products that fit your needs."

"Everyone remembers the feeling of walking into the local flower shop and being able to have the sales person create that perfect bouquet for that special occasion," said David Fowler, vice president of Marketing for Kana Communications. "With Kana Advisor, ProFlowers.com gives users that same feeling and personal care through their web site. This personalized experience not only lead you to the right flowers, but you do it in a in a quick, easy and fun manner."

About ProFlowers.com

ProFlowers.com is headquartered in San Diego. Through its network of quality flower growers, the company offers consumers an ever-changing variety of fresh, affordable flowers. Since merging with Flowerfarm.com in December 1999, Proflowers.com has expanded its global presence, offering fresh-from-the-grower flowers delivered in 19 countries including the United States, Australia, Austria, Belgium, Brazil, Denmark, Finland, France, Germany, Ireland, Japan, Luxembourg, Netherlands, New Zealand, Norway, South Africa, Sweden, Switzerland and the United Kingdom. Proflowers.com was launched by Jared Schutz in 1998.

About Kana Communications, Inc.

Kana Communications, Inc. (Nasdaq:KANA) is a leading provider of integrated e-business solutions, delivering a broad range of world-class, web-architected e-business and interaction applications with a modular, flexible, and scalable platform for both Internet and Global 2000 companies. Kana develops both customer facing and enterprise facing solutions across multiple communications channels enabling e-businesses to compete and succeed in today's customer-driven economy. For more information about the company, please visit Kana's Web site at http://www.kana.com.

Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Kana's expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Kana's strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Kana as of the date of the release, and we assume no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. Factors that could cause or contribute to such differences include, but are not limited to, the completion of the Silknet merger, and if completed, the successful integration of Silknet, competition, increased competition due to Kana's expanded product offering, risks associated with the evolving and varying demand for customer communication software, our ability to expand our operations, the successful integration BEI and NetDialog, acceptance of email and the Internet as a communications medium, litigation over property rights, and general economic factors. These and other factors are risks associated with our business that may affect our operating results are discussed in the Company's filings with the the Securities and Exchange Commission ("SEC") including our registration statement on Form S-1 declared effective on Sept. 21, 1999, and our registration statement on Form S-4 declared effective on March 22, 2000.