Overview
Email Management ensures quality communication and timely responses. We start by helping you leverage the web as a relationship-building tool; configurable webforms help customers provide all you need to appropriately address their concerns, ensuring accurate responses and better first-contact resolution.
RightNow email management tracks the progress of every email through your support organization and alerts you if the message is not responded to within your specified timeframe. Automatic attribute-based routing ensures emails get to the right agent and can be configured to consider agent skill sets, customer history, or other parameters. Your contact center staff will feel less overwhelmed when they can insert commonly utilized answers from your knowledge base directly into email responses with a single click—saving your agents time and providing your customers with consistent, relevant answers.
Our email incident management system increases efficiencies by automatically sends and receives email messages, processes bounced messages, intelligently routes incoming inquiries based on business rules, and automatically suggests answers to inquiries.
Greg Gianforte