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Email Response Management
Email Response Management
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Kana, RightNow
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When customers send an email, they expect a quick and meaningful response. As long as it’s done right, email communication is an effective way for organizations to engage with their customers, answer questions, and resolve issues.

Business Challenges

  • Email is trapped in a silo preventing cross-channel communications and escalation
  • Customers are frustrated by email responses that take too long
  • Email deflection and auto-response answers are not used or poorly deployed
  • Customers are not directed to relevant web content with email responses


Virtuos suite of Email Management solutions ensure quality communication and timely responses. It helps customers find the right answers on the web & social, route email to the right agent, track status, escalate highly emotional emails, and allows seamless transitions to other communications channels such as chat, or to a phone agent.

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