News

RightNow Releases Knowledge-Based E-Mail System

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.

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