News
RightNow Releases Knowledge-Based E-Mail System
- By Scott Bekker
- December 13, 1999
A user-driven, knowledge-based e-mail management and support system will be
released to customers of RightNow Web, RightNow Technologies' Internet customer
care system, in January.
RightNow E-Mail is integrated as a feature in RightNow Web 3.1 e-service
suite, and provides companies with a closed loop system that leverages a
user-driven, self-help knowledge base. When users visit the Web site for
support, they are presented with a dynamic knowledge base of frequently asked
questions. If they still cannot find the answer they seek, users can then send
a support e-mail.
The system's SmartAssistant feature captures the e-mail message and performs
a query on its content to find the answer. The system then replies with a
suggested list of solutions or routes the e-mail to the appropriate customer
service representative. Once the solution is published in the public knowledge
base, users can access it via the Web site or via RightNow E-Mail's
auto-response mechanism.
RightNow E-Mail ships in January as part of RightNow Web 3.1.
Contact RightNow Technologies, (406) 522-4200, www.rightnowtech.com.
About the Author
Scott Bekker is editor in chief of Redmond Channel Partner magazine.