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.

Featured

  • Windows Admin Center vs. Hyper-V Manager: What's Better for Managing VMs?

    Microsoft's preferred interface for Windows Server is Windows Admin Center, but can it really replace Hyper-V Manager for managing virtual machines? Brien compares the two management tools.

  • Microsoft Offers More Help on Windows Server 2008 Upgrades

    Microsoft this week published additional help resources for organizations stuck on Windows Server 2008, which fell out of support on Jan. 14.

  • Microsoft Ups Its Carbon Reduction Goals

    Microsoft on Thursday announced a corporatewide carbon reduction effort that aims to make the company "carbon negative" by 2030.

  • How To Dynamically Lock Down an Unattended Windows 10 PC

    One of the biggest security risks in any organization happens when a user walks away from their PC without logging out. Microsoft has the solution (and it's not a password-protected screensaver).

comments powered by Disqus

Office 365 Watch

Sign up for our newsletter.

Terms and Privacy Policy consent

I agree to this site's Privacy Policy.