Email response management

More and more customers are using email to ask questions, lodge complaints, and make suggestions. They're also coming to expect faster, more helpful responses to their messages.

RightNow's email response management tools are ideal for addressing both rising volume and rising customer expectations.

Practical and effective features include:

Real-time tracking and monitoring

RightNow ensures that every customer email is handled in a timely manner by tracking its progress through your contact center and alerting you if a message is not handled within a specified time-frame.

Web form submission

By having customers submit their emails via customized web forms, RightNow helps you make sure they provide all the information you need in order to appropriately address their question—thereby improving first contact resolution rates.

Automatic attribute-based routing

RightNow lets you route customer emails to specific contact center staff based on agent skill-sets, customer history, agent availability, or other attributes.

One-click response

RightNow empowers your contact center staff to respond to customers' most common questions with a single click by inserting answers directly from your knowledge base.

SmartSense™

RightNow automatically detects strong emotional content in email text—allowing you to give priority attention to your most aggravated customers.

SmartAssistant®

RightNow allows you to incorporate self-service into your email by scanning message content and automatically suggesting useful knowledge base content to the customer—thereby providing immediate answers and eliminating a potentially significant percentage of your contact center's total email workload.