KANA Webinar to Discuss the Secrets of Great Customer Service

Business Wire, March 19, 2008

KANA and Leading CRM Publication to Address Customer Service and Loyalty Best Practices

MENLO PARK, Calif. -- KANA Software Inc. (OTCBB: KANA.OB), a world leader in multi-channel customer service, today announced that it will host an hour-long webcast with CRM magazine titled, "Uncovering the Secrets of Great Customer Service: How Do the Best Companies Achieve Award-Winning Status?" on Wednesday, March 19th, 2008 at 11:00 AM PDT/ 2:00 PM EDT.

Bob Fernekees, publisher of CRM magazine, and Esteban Kolsky and Stephen Kraus of KANA will explore the means and best practices by which leading service providers have begun to design and master the service experience for maximum customer satisfaction and loyalty. The session will also feature case studies of enterprises that have been recognized by J.D. Power and Associates for achieving the highest levels of customer satisfaction in their industries.

During this webcast, attendees will learn:

* Best practices for designing consistent service experiences across multiple channels

* Which strategies, tools and processes are most effective in raising resolution rates and boosting agent satisfaction

* Real-world examples of technologies that truly "move the needle" in exceeding customer expectations

Who:    <
Mr. Bob Fernekees, Publisher, CRM magazine
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Mr. Esteban Kolsky, Vice President and Practice Leader, KANA
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Software
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Mr. Stephen Kraus, Director, Product Strategy, KANA Software
What:   <
"The Secrets of Great Customer Service: How Do the Best
        <
Companies Achieve Award-Winning Status?"
        <

When:   <
Wednesday, March 19, 2008
        <
11:00 AM PDT/2:00 PM EDT
        <

Where:  <
Register for this informative one-hour web-seminar at:
        <
http://www.destinationcrm.com/webevents/details.asp?eventid=285

About KANA

KANA is a world leader in multi-channel customer service. KANA's integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it. KANA's clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information visit www.kana.com

NOTE: KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.