03.26.07
MENLO PARK, Calif. – March 26, 2007 – KANA Software Inc. (OTCBB: KANA.OB), a world leader in multi-channel customer service, today announced that it will participate in a live destinationCRM webcast on Wednesday, March 28, 2007 at 11:00 a.m. PDT. Lead by KANA and featuring John Ragsdale, VP of Research at the Service & Support Professionals Association (SSPA), the largest and most influential industry trade group for technology service and support professionals, the webinar will explore new standards for superior customer service that can drive improvements to bottom-line results.

Who: Chris Hall, VP Product Strategy, KANA, and John Ragsdale, VP Research, SSPA

What: Mr. Hall and Mr. Ragsdale will present a live webinar entitled, “Setting New Standards for Simply Smart Customer Service.” Exploring the concept of “service done right”, the two industry experts will outline strategies and best practices for defining service priorities and ultimately delivering service and support that bolsters customer satisfaction and loyalty. Additional points of discussion will include:

· Successful customer service priorities — including providing the right answer the first time, every time

· Ensuring a seamless experience across all service channels

· The new service standard: Anticipate consumer problems and turn service into sales through proactive service

· Enterprise best practices for increasing first contact resolution via email, chat, or phone

· Better utilization of resources through intelligent Web self-service

· One-on-one service channel improvements — tailoring advice, recommendations, and offers to the individual customer

When: Wednesday, March 28 at 11:00 a.m. PDT/ 2:00 p.m. EDT

Where: Register at: www.destinationcrm.com/webevents/kana/28mar2007