Email Management
Using Email To Deliver Customer Service
When customers send an email, they expect a quick and meaningful response. As long as it’s done right, email communication is an effective way for organizations to engage with their customers, answer questions, and resolve issues.
Business Challenges
- Email is trapped in a silo preventing cross-channel communications and escalation
- Customers are frustrated by email responses that take too long
- Email deflection and auto-response answers are not used or poorly deployed
- Customers are not directed to relevant web content with email responses
Solution
RightNow’s Email Management solution ensures quality communication and timely responses. It helps customers find the right answers on the web, route email to the right agent, track status, escalate highly emotional emails, and allows seamless transitions to other communications channels such as chat, or to a phone agent.
“Rather than outsourcing, we sought an intelligent email system to deal effectively with these routine enquiries so our operators could dedicate more time to end-users' technical queries via all mediums, such as fax, phone and letter in addition to email. If our customers could find the answer they needed straight away on our website, it would reduce the number of enquiries warranting intervention from us."
-Colin Bartlett, General Manager, Service, Pioneer
No More Unmanageable Queue With Email Management Software
RightNow Email management software helps you make email a productive communication channel that engages your customers and keeps them satisfied. It provides the tools to deflect, engage, track, respond, escalate, and transfer to other communications channels.
- Integrated with RightNow Web Experience through Customer Portal
- Takes advantage of RightNow SmartAssistant to scan messages, automatically suggesting relevant answers
- Powered by RightNow Knowledge Foundation
- Enables email Response tracking throughout your organization
- Offers skills based, business rules agent routing of emails
- Integrates into the RightNow Contact Center Experience through Dynamic Agent Desktop
- Allows easy escalation to other communication channels such as chat
- Facilitates inclusion of active links to communities in responses
- Enables customer feedback surveys with RightNow Engage
Email Management Software Should Reduce Costs And Help Speed Up Responses
RightNow’s Email Management solution helps you deflect relevant emails and reduce email turnaround time from weeks to hours. Our Email Management solution enables you to respond to customer email inquiries rapidly and with accurate information, tracking the progress of every email through escalation and ensuring that no email is left unanswered.
- Leverage email deflection and auto-response answers to provide fast replies, keeping customers engaged
- Increase customer satisfaction with rapid, accurate responses to their questions
- Improve agent efficiency through automatic response tools and support access to RightNow Knowledge Base
- Reduce costs through fewer contacts on the same issue
- Leverage additional touchpoints in emails such as answers, links to communities, and surveys
- Move a customer seamlessly to chat and phone conversations where appropriate
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Slideshow: Email Management Slideshow
Our email management system is ideal for addressing both rising email volume and rising customer expectations.
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Article: Dynamic Agent Desktop
Provide a single unified view into all customer interactions with RightNow’s Dynamic Agent Desktop.
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Product Demo: Contact Center Demo
View this Contact Center Demo to learn how our on demand contact center solution provides powerful capabilities to help you engage proactively and efficiently with your customers.
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