subject: E-mail Response Management - Over Deliver On Customer Expectations [print this page] Engage Customers, Answer Questions, and Resolve Issues
In todays competitive world many organisations is flooded with emails. Customer tracking and responding can be taxing, straining resource strapped contact centres and frustrating customers. Email Management is integrated with the self-learning knowledge base and across customer interaction channels as well as optimized for todays smart phones and mobile web devices. Start transforming your disorderly email volumes into rich interaction opportunities. RightNow Email Management helps you stay ahead. Track responses, automate answers from the knowledge base, escalate highly emotional emailsyour agents and your customers will thank you for it.
Features
Scans messages and automatically suggests relevant answers
Enables email response tracking throughout your organization
Offers skills-based, business rules for agent routing of emails
Allows easy escalation to other communication channels such as chat
Facilitates inclusion of active links to communities in responses
systems enable you to efficiently organize the customer service process and provide faster and better quality answers to customer questions. It enables you to facilitate the response accurately and with quality; personalize the customer experience and reduce service and support cost and powerful email routing and workflow process. Thus enable your business to provide better customer service experience to your customers.
Business Challenges
Email is trapped in a silo preventing cross channel communications and escalation
Customers are frustrated by slow email response time
Email auto-response answers are not used or are poorly deployed
Customers are not directed to relevant web content with email responses
Email response is not optimized for the mobile web and smart phones
enhance the efficiency of individual representative as well as the entire email management and response activity. Flexible queues and routing rules assure that email gets to the right customer care representative while customer interaction history, an integrated knowledge base and pre-response templates are immediately available in a dual pane interface allowing representative to respond rapidly and in a personalized manner to all inquiries.
Improves agent efficiency and speed
Increases customer satisfaction
Proactively deflects redundant inquiries
Moves customers seamlessly across channels
Reduces contact centre costs
Today some of the leading Email response management systems like Kana, and Rightnow are assisting multiple organizations to manage and respond to customer emails more accurately.
