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Email Management

Email Management
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Email Management

As email becomes the most important means of communication, customers expect a quick response as the email is sent. RightNow CX Email Management Software is one of the most effective means to engage customers, answer questions and resolve issues.

Business Challenges

  • Email gets trapped in a web, preventing communication across channels and escalation
  • Delay in response leads to customer frustration
  • Auto response and email deflection mechanisms are absent
  • Email response are not supported by the links of relevant web content

Solution

RightNow CX Email Management Software solution provides capabilities to respond to emails in time and at the same time ensure optimum quality. Customers have the option of searching for right answers on the web, route mails to the apt agent; escalate emotional emails, track status and seamless transfer to other channels including chat or phone.

 

No More Unmanageable Queue With Email Management Software

Email Management Software from RightNow helps the organization to make email communication productive and keep customers satisfied. The system provides tool to deflect mails to web or seamlessly transfer to other means of communication such as phone or chat.

  • Integrate via customer portal with RightNow Web Experience
  • Use tools such as Smart Assistant to scan messages and auto suggest answers
  • Integrate with RightNow Knowledge foundation
  • Track email responses throughout the company
  • Offer skill based or business rule based email routing
  • Integrate with RightNow Contact Center via Dynamic Agent Desktop
  • Provide for escalations to other channels of phone and chat
  • Link to website articles and communities can be included
  • Allows to capture customer feedback

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