Email Response Management - Delivering exceptional Customer Experience with RightNow

Email Response Management certifies excellent communication and timely resolution of customer inquiries. It is integrated with the self-learning knowledge base and across customer interaction channels as well as optimized for Smartphone’s and mobile web devices. An e-mail response management system is a large part of current eCRM solutions.

Email Response Management is a powerful application that is essential for the growth of any organization. But with the many barriers and constant changes to the email landscape, it can be hard to ensure successful delivery. RightNow is committed to the success of our clients’ email marketing efforts, and thanks to our Email Deliverability Group, we will help make sure your message is received.

When customers take the time to send an email, they expect a quick and meaningful response. As a preferred interaction channel, email communication is an effective way for organisations to answer questions, resolve issues and guide your customers along the customer journey. However, care is required to ensure responses are consistent and timely to avoid causing frustration for the customer and contact centre agent. Also, ensure your email management solution enables you to track the progress of every email through escalation ensuring that no email is left unanswered.

Can you risk not providing great customer experience? According to a Harris survey, in 2009, 86 percent of consumers quit doing business with a company due to a bad customer experience, and 82 percent of consumers that had a bad experience told others about it.

Turn to the customer experience experts, RightNow CX, offers a results-driven, industry-leading customer experience management solution that brings these benefits:

• Outshine your competition
• Drive customer loyalty
• Leverage auto response and email deflection to provide quick replies and keeping customers engaged
• Improve agent productivity with features such as auto response and access to the knowledgebase
• Leverage email deflection and auto-response answers to provide fast replies, keeping customers engaged
• Increase customer satisfaction with rapid, accurate responses to their questions
• Improve agent efficiency through automatic response tools and support access to RightNow knowledgebase
• Integrate emails with touch points of communities, surveys and answer links
• Transfer customer to chat or phone whenever appropriate
• Drive revenue and reduce the cost of operations 

Rightnow Email Response Management automatically sends responses to e-mail inquiries. E-mail response packages in Rightnow ensure that it provides consistent yet personalized service to each and every customer.

Rightnow Email Response Management has the below advantages:

• Reduce service representatives’ workloads.
• Answer frequent, routine inquiries automatically.
• Show special attention to customers with personal e-mail responses.

Rightnow Email Management solution enables your business to respond to customer email inquiries rapidly and with accurate information, tracking the progress of every email through escalation and ensuring that no email is left unanswered. With attribute-based routing capabilities, consumers can be sure that their questions are answered by the agent with the right skill set to address the specific customer situation.

To enjoy superior customer experience and reduce costs choose Rightnow Email Response Management solution. For any additional information visit our site : http://www.crmdomain.com/products/kana_email_management.php

Mass Email Marketing Software- What to expect from it

Mass email marketing software is a tool  to promote and sell  products and services over the net, particularly using the medium email. A good and reliable Mass Email Marketing Software will give you access to technologically advanced tools and techniques to make your email highly enticing. It will help you customize each and every email, providing you with great reports that can be used to track the performance of your bulk email marketing campaign.

Companies are now taking the benefit of using Email marketing software in their marketing mix, making it a little easier to encourage past customers to comeback and encourage them for an another purchase. It is not only a tool for promoting a certain business or product, in-fact it can be used for a variety of purposes.

·         Sending out email newsletters

·         Notifying clients with announcements, product updates, and email alerts

·         Fund raising

Mass email marketing can either be online or offline, the process is cost effective to send the information to the targeted customers. A business can create the right email marketing program containing monthly (or bi-weekly or bi-monthly) newsletter, or send out special promotions, to the customers with no huge time sink or hidden costs. Mass Email Marketing is effective in keeping your business brand in front of the consumer at highly frequent interval.

    * Provide timely and relevant email communications

    * Fully utilising the cost-effective communication channels

    * Large volumes of personalized and mass campaigns are executed without any IT overheads

    * Right message is sent to the concerned person at the right time

    * Knowledge based communication with the targeted audience

    * Fast and flexible deployment using on demand solution

An effective bulk email marketing campaign has certain hallmark. A company’s ability to identify different interest groups within your target audience and then sending them highly customized attractive emails that speak directly to their tastes and preferences. Email marketing campaign is not over with a single bulk delivery, it needs to be sent frequently.

Companies can design a monthly newsletter with some fresh content, every time they send it to customers; can keep the business at the forefront of customer memories. Email marketing software works best for repeat purchase and brand loyalty. Including promotions and featured items into the newsletter can prompt the customers to buy more.

Sending out offers and promotions to the past and existing customers is a great way to generate sales spike. Moreover it makes them feel  more special by sending them relevant  promotions. When Email marketing campaign  is received by them with special offers can encourage them to make more purchases and doesn’t lose their trust and confidence in the company.  Strategic promotional planning and execution coupled with effective email marketing software will enable a business to get their past customers eagerly taking advantage of the promotions.

Mass Email Marketing Software is becoming a popular tool among small business to promote their business. It can help the business to stay in contact with the past customers, increasing the likelihood for repeat purchase.

To know more  on how personal email campaign applications  can benefit you  at minimal cost suiting your business requirement please visit: http://www.crmdomain.com/products/rightnow_marketing.php

                                                       

E-mail Response Management - Over Deliver on Customer Expectations

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.

Features

• 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.  

CRM domain enables your business to have the right CRM solutions for your business. It helps you to provide efficient, effective services that let you recruit retain and reward your best customers anywhere in the world. Choose from the variety of CRM software solutions for generating revenue to multichannel customer retention centre. 

For more information visit CRM Domain Site: http://www.crmdomain.com

                                        

RightNow Email Response Management - Deflect calls and emails and Increase agent productivity

A rich, online customer experience solution for customers to research, purchase products, or resolve issues from any device from smartphones to the desktop is the key to customer satisfaction. Customer service excellence can increase conversation, lower service cost and enabling a business to retain and attract more customers.

Rightnow Email Response Management automatically sends responses to e-mail inquiries. Nowadays, email communication is a major means of communication between business and customers. A quick response to customer mails can help the business to retain and attract customers. If communicated in the right way, it is one of the most effective means to engage customers, answer questions and resolve issues. E-mail response packages in Rightnow ensure that it provides consistent yet personalized service to each and every customer.

Business Challenges

• Email gets trapped in a web, preventing communication across channels and escalation
• Delay in response leads to customer frustration
• Auto response and email deflection mechanisms are absent
• Email response are not supported by the links of relevant web content

 E-mail Response Management  solution will help your business to overcome all the above issues. Rightnow SmartAssistant scans email content and suggests possible answers, allowing customers to find answers without ever having to submit an email. With email response management software, your agents can easily answer common questions with just one click by leveraging answers in the knowledge base ‘giving customers’ consistent, relevant answers.

Rightnow Email response management incident management software is all about efficiency enabling you to track every email in the system, and receive alerts if responses don’t happen within your specified timeframes. Plus, with automatic attribute-based routing you can set email follow-up based on agent skill sets, customer history, and other parameters.

Rightnow Email Response Management has the below advantages:

• ‘Reduce service representatives’ workloads.
• Answer frequent, routine inquiries automatically.
• Show special attention to customers with personal e-mail responses.

Rightnow Email Response Management assists agents in responding to new or unique issues by automatically suggesting possible answers based on the content of each customer inquiry. Agent productivity is increased with access to standard response templates and access to the knowledge base.

Email Response Management is a powerful application that is essential for the growth of any organization. Rightnow is committed to success of our client email marketing effort and our Email Deliverability group; make sure your message is received. RightNow CX Email Response Management solution provides capabilities to respond to emails in time and at the same time ensure optimum quality. Customers have the option of searching for right answers on the web, route mails to the apt agent; escalate emotional emails, track status and seamless transfer to other channels including chat or phone. Moreover, it helps your business to respond to customer quickly and accurately lets you to streamline support and breathe easier enabling your business to capture everything customers need to tell you. Increase customer satisfaction and save processing time by providing agent with complete customer interaction history will give a superior customer experiences by your business

SOCIAL CRM - PROSPECTING THE WEB FOR SALES OPPORTUNITIES

Social CRM enable a company to keep in touch with its customers and increase sales opportunities by promoting brand loyalty. The ease of connectivity with customers enables a business to build faith and trust among its customers in the long run. It helps a company to monitor, respond and keep an eye on customer activities, in-fact it can also reply quickly to the conversation on social web like Twitter, Facebook , Google plus, LinkedIn, You Tube and in all social networking platform.

Moreover, a company can integrate its brand and business strategy with social media, which in result will build genuine conversations with customers, build loyalty and increased customer satisfaction. This will enable the company to achieve business goals and combine the social media monitoring tools, support communities and innovation communities in providing a better social experience to its customers.

A company spend large amount of money every year in marketing and in building good reputation. If the company fails to achieve its goal it may be difficult for some company to bear the huge losses for the same. Social CRM is a rescue tool for the company in addressing customer concerns promptly, driving innovation through customer support, building knowledge base for user generated content and to harness the word of mouth using Social Media Monitoring tools. Hence, making it easier for customers to find relevant answers and build loyalty & trust towards the company.

Social CRM for sales can be broadly distinguished into two categories:

Social sales prospecting and research: This category focuses on tools that help salespeople better qualify leads, conduct prospecting activities efficiently, and become better informed of both accounts and prospects. Functions include lead qualification, call planning, competitive intelligence, maintaining up-to-date contact information for prospecting, profiling prospects and frontline research, real-time feeds on contacts and accounts from the Web, external social communities, proprietary contact data communities, and sales information services providers.

Sales social collaboration: This category exploits social software to and methods for internal and external collaboration. Internal collaboration could involve interactions within a sales force and between salespeople and marketing, sales operations, or peer support organizations. External collaboration encompasses partner activities support and direct interactions between frontline sales and customers for collaboration in virtual workrooms responding to RFPs, tailoring solutions and delivery schedules, working on proposals or contracts, etc.

Social CRM has the following benefits:

·         Social software improves turnaround time with proposals, providing sales content and encouraging cross-selling and up-selling within sales cycles.

·         Strongest connection to social marketing for lead-management capabilities

·         KPIs are being crafted to track aspects of RFP response times, bid or proposal cycle times, accepted proposal and quotes, instances of up-selling, attach rates, deal size and reductions in sales cycle duration.

·         Combining all the customer touch points with the social experience

Social CRM has great potential to put CRM directly and effectively in the hands of sales people. However, there are certainly some essential challenges to be worked through to really hit a home run with this evolution of CRM.

                                                          

To find out which is an appropriate Social CRM for your business, please visit http://www.crmdomain.com/products/rightnow_social_web_experience.php

                                                          

Virtuos Solutions Announces the availability of KANA Response 10r5

A new version of KANA’s market leading Email Management System available in India through Virtuos Solutions- Kana Partner in India

New Delhi, November 29, 2011

Virtuos Solutions today announced the general availability of KANA Response 10r5 from KANA, the Service Experience Management leader; the new offering updates the market leading email management system.   Response is employed by several hundred enterprises, including almost half of the Global 100, to deliver customer service by email. Response 10r5 delivers complete control over email-based service experiences.  The new version extends Response’s support for leading operating systems and databases, adds new reporting capabilities, and further improves HTML handling. The solution is now available on an immediate basis

  Product Highlights:

·         Support for Latest Technology  

10r5 brings certification to many of the latest operating systems and databases.  Newly certified technologies include Oracle 11G, AIX 6.1, Windows 7, IE 8, DB2 9.5, and Linux 5.5.

·         Performance Optimization–

Response is used by some of the world’s largest e-businesses to process billions of emails annually.   Response scales to these needs, and the new release drives the application to new performance levels.   Work has been done to insure management of email spikes, to optimize report execution and to increase the efficiency of machine synchronization.

·         New Features 

10.5 adds an enhanced HTML editor, and improves HTML handling.  Rules processing has been extended and enhanced.  Integration with Response Live has been deepened.

"KANA continues to support our channel products such as Response & IQ, even as we make significant investment in next-generation Service Experience Management technology" said Mark Duffell, CEO of KANA Software.  "10r5 demonstrates our on-going commitment to KANA’s extensive installed base."

“Response certifications have now been extended to the latest releases from major I.T. vendors, and the release includes scores of features and fixes requested by our clients”, said John Kihn, Director of Customer Support

About KANA Software

KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers.  By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide.

About Virtuos Solutions

Virtuos is a high performance business solutions, interactive marketing and technology consultancy that deliver superior customer experiences and information-driven business solutions through its unique "Customer OnDemand! Innovation TM (CODI)".  

For more information please visit www.crmdomain.com

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CRM Solution – Helps in better customer management

CRM Solution provides all the valuable information and support required by customer care executive for effective client service and in meeting the customer   needs. It provides streamlined processes in managing every aspect of customer relation.  it can save time and money giving excellent return on investment and an improvement in services.  good customer service will build long lasting relation with customers, thus giving enriched customer experience and satisfaction. When a business improves customer experiences, it means the business is maximising its profits. A good CRM solution enables a business to identify most profitable customers provide them better customer service experience, retain them and build loyalty.

It can help a company to monitor operations, analyze performance and subsequently adopt effective business strategies in converting opportunities into money making events. As mentioned, CRM Solution can point out the issues that customers are facing with your business allowing them to work on the weak points and improve the relationship. Marketing efforts become more accurate   by using a good CRM and targeting a specific group of customers. Suppose, a business need to target a specific group of customers that buys a certain product or buy similar product; a CRM will provide easy support to the executives in doing the same.

The focus of all companies should be on their clients; better client management will help the company to achieve its goals. It facilitates the executives to know about customer preferences enabling them to analyse the information and target on them. By knowing the likings and disliking of your customers a company can build strong bonds with existing clients and also to attract new customers. The company can sort and categorize their customers based upon specific wants and needs to conduct targeted sales or marketing efforts.

CRM solutions offer automated features that can ensure your customers are consistently reached out to in pre-determined intervals. If your customers feel as though their experience with your company is consistently positive and valuable, the likelihood of building a strong customer base and brand is boundless.  It can provide the below following benefits:

• Helps to targeting prospects
• Allow a business to acquire new customers
• Long-term relationship value
• Lead distribution
• Effective selling processes
• Helps in forecasting
• Better campaign management
• Better service
• Support issues with call centre

Thus, CRM Solution is being able to satisfy and retain customers in a short time. Automated yet personalized communication with your customers can be produced quickly and coordinated on a timely basis. By interacting with customers more frequently, business can better understand them and therefore anticipate their needs. Having a CRM in place also helps to avoid duplicating communication efforts and instead focus on offering value. The end result is happier, more satisfied customers.

To learn more about how CRM Solution will provide your employees with valuable information and how you can use it to give better customers experience please visit http://www.crmdomain.com/products/maximizer.php