"KANA Response has become an integral part of our Web-based tool set, giving us rapid and consistent responses to customer inquiries," said Keith Bereskin, Senior Manager, Information Services at Allergan.
"When we expanded our Web sites, we wanted a solution that could quickly and consistently respond to our customer base.KANA Response has met these requirements, by automatically directing the inquiry to the most knowledgeable resource."
In noting that Allergan
is now able to respond rapidly to about 90% of the approximately 2,000 monthly e-mails received, Bereskin
helps make the e-mail inquiry process a relatively seamless one; e-mails received via our websites are no longer something that I lose sleep over."