CopyPastehas never been so tasty!

E-mail Response Management -

by crmdomain

  • 0
  • 0
  • 0

Email response management service handles email message and attachments according to defined business rules.  Email communication is the primary communication channel between the customer and the company.  Every customer expects the email communication to be fast, accurate and it has to solve their problems in the first response. A comprehensive ERMS product includes reporting and history components to ensure that messages are not forgotten or misplaced. In addition, messages and attachments are backed up and archived. ERMS products are routinely used by small, medium and large enterprises, as well as educational institutions and government agencies.  Email Management ensures efficient, quick, quality and timely communication of customer inquiries emails.


Engage Customers, Answer Questions, and Resolve Issues

In today’s 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 today’s 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 emails—your agents and your customers will thank you for it.


  • 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

Email response management 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

Simple and well-organized Email Management

 Email Response management 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.  

Add A Comment: