The Airship Experience Platform provides an end-to-end solution for unifying experiences across channels and capturing value across the entire customer lifecycle.
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KANA Express, discontinued
Score 3.3 out of 10
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Verint Express (formerly KANA Express) was a cloud-based multi-channel customer engagement / experience platform that was owned and supported by Verint since that company's 2014 acquisition of KANA Software. The product has since been discontinued.
Well-Suited for: 1. Mobile App Notifications: Ideal for targeted push notifications in apps. 2. Customer Segmentation: Effective for personalized marketing campaigns based on user data. 3. Event-Triggered Automation: Great for automated messaging based on user actions. 4. A/B Testing: Useful for optimizing campaign messages and strategies. Less Appropriate for: 1. Non-Mobile Channels: Less effective if the primary focus is on non-mobile communications like email or direct mail. 2. Basic Email Marketing: Other platforms might be better suited for simple, broad email campaigns without complex segmentation or personalization needs.
If your business has more than 50 users, don't use KANA Express. User management and setup is not intuitive, and back-end email management takes a large amount of time. If your business emails more than one recipient and expects replies from more than one recipient, don't use KANA Express. The system is built for one-question-in, one-answer-out. Anything more than that requires extra customization or is impossible, according to their development team. If managing your inbound email either internally or externally is critical to your operations, don't use KANA Express. Downtime is more frequent than is acceptable, and their Netherlands advanced support team's hours make down-time in the western hemisphere a lot longer than it needs to be.
The marketing push notifications are very effective, and it gives us free hand to define different business criteria to target user groups
The user experience or the message content could differ from Android and iOS, and this is a huge benefit for us
As an Architect, troubleshooting an issue is very detailed and the time it takes to troubleshoot an issue is considerably less from our previous product
KANA Express is NOT set up for business models where email is conversational and involves multiple recipients and responses. If your business model is one-question-in, one-answer-out, then KANA Express will probably work for you.
Since signing on with them, KANA Express' support team has been severely lacking in expertise and acceptable turnaround times, especially when the platform encounters a system-wide issue to leads to downtime. Our assigned sales contacts jumped ship with the company almost immediately after we went live, which is never a good sign.
Admin panel and functions are very antiquated and not user-friendly at all. Email management through the admin tool lacks crucial insight that prevents admin users from being able to easily route and manage emails. Our organization had to write our own KANA user guides that KANA Express then took and started using themselves and for other clients.
The KANA Express platform does not have proper spam or auto-reply management tools. Admin users must manually turn off the KANA Express auto-response emails in order to prevent email loops with other parties' auto-responses.
Analytics options are lacking. Admin users must run at least three separate reports in order to gather appropriate insight as to user activities and metrics.
Email queue/user set up is not intuitive. If adding a new queue or user, all users must be manually adjusted to include that new queue. There is no mass-edit tool for KANA Express users.
The interface takes a bit getting used to in order to know how to take advantage of everything. Some of the analytics that are available are particularly hard to find, so it's important to pay attention when customer support reviews everything, but everything I'd want and need in terms of Push and In-App messaging is all there.
I have not had to interact much with customer support as I have been able to find the vast majority of the answers I'm looking for within their documentation, which I very much appreciate because it saves me a lot of time. Customer support has been responsive and helpful for the most part during the couple of interactions I've had.
We've tested a bunch of different CRM tools over the years and Airship has been a winner for its functionality, features, cost, and ability to integrate with other softwares that we use. It has been great for SMS and mobile in particular. It could certainly be a one stop shop for CRM.
The ROI has increased more than approx. 50% (exact details to be confirmed) based on cross-channel orchestration
Using push notifications alone, we have seen a huge increase in app engagement which was a challenge before to nudge users to get back to the App after initial download
KANA Express was originally presented as an excellent alternative to Fastraq, an email management system that was in EOL during the time we were shopping for alternatives. Unfortunately, our originally planned ROI was not achieved due to lost functionality and broken sales promises, leaving us with an email management system that's built more on workarounds than out-of-the-box solutions, requiring considerable time for admin activities that could be avoided by a better-designed system.
