email response management

email response management

A set of applications for managing large amounts of email from customers and prospects. Such systems distribute the messages to appropriate users and agents and keep track of their responses to ensure requests are answered. They also provide detailed metrics of message volume and response times.
References in periodicals archive ?
Some areas of support automation should see higher adoption, with a good example being email response management.
KANA delivers the world's leading email response management system, proven in hundreds of successful companies around the world.
Vantive Corp is building out its front-office and help desk solution by partnering with third parties for email response management (Brightware); marketing automation (Annincio); real-time and one-to-one marketing (Rubric); enterprise performance management (Broadbase); and customer data analysis (E.
Under eService, for example, product and service categories include Web collaboration, proactive chat, email response management, agent knowledgebase, agent diagnostic tools, customer knowledgebase, customer self-service problem diagnostic/self-healing, forums and remote control/remote diagnostic/self-healing.
KANA solutions for email and chat are the industry's leading choice for high-volume email response management and real-time service, proven to support millions of customers and reduce response times by up to 50%.
That's not going to have the same functionality as a robust email response management system.
KANA's OnDemand email response management solution will bolster Optima's ability to interact with and service members via its rapidly growing email channel.
An email response management system is powerful tool; utilizing the data it holds allows you to enrich the customer experience and not only generate goodwill, but also increase the value of your customer base.
Based on the success of this initial launch, and significant customer adoption, KANA is now bringing to market a full OnDemand suite of integrated multi-channel customer service solutions, including KANA Response OnDemand for high-volume email response management and case management; KANA Response Live OnDemand for live chat, co-browse and Web collaboration; and KANA IQ OnDemand, a knowledgebase solution for agent-assisted and Web self-service.
Only 44% of centers handling email currently have an email response management system in place (to enhance email routing, tracking and reporting).
In keeping with this mission, Bright House has implemented KANA Response, KANA's industry-leading email response management application and KANA IQ, the company's award-winning knowledge base for self- and assisted-service.