Knowledge Management

Get the Right Answers to the Right People at the Right Time

RightAnswers increases IT help desk and customer service agent productivity, and improves employee and customer experience with a centralized knowledge hub to create, maintain, and find relevant information quickly.

Why RightAnswers
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We enable leading organizations to deliver amazing IT support and customer service experiences, because with RightAnswers:

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Agents
are Awesome

A centralized, searchable knowledge base turns your IT support and customer service agents into subject matter experts by putting knowledge of all products and services at their fingertips. This cuts the time agents spend searching for answers, and reduces training time and support costs.

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Customers Keep Coming Back

Our cloud-based knowledge management and self-service platform drives customer loyalty by instantly providing relevant information across support channels including web, mobile, and chat.

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Employees are Empowered

Our Enterprise Knowledge Hub improves organization productivity and lowers internal support costs by enabling your employees to find, create, and share company knowledge more intelligently.

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Easy Knowledge Creation & Management

RightAnswers allows authors to create and modify knowledge articles, and personalize solutions for agents, customers, and employees. Pre-built templates address multiple problem types and enable the creation of many solution formats including:

  • Interactive solutions (decision trees, step-by-step checklists, multi-step solutions)
  • Multimedia solutions (video, webinars)
  • Multi-lingual solutions, for supporting customers across the globe
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“RightAnswers knowledge is better written and more consistent than what we tried to write ourselves, and the time-savings is huge. The detail is sufficient to avoid opening an incident, which is our main goal.”

– Rob Pickering, VP Information Services, AAA Allied Group

“RightAnswers Customer Success team did a great job of guiding us through the onboarding process, and within about 45 days, we had a strong foundation of understanding.”

– Leading Healthcare company

“There are many more opportunities for us in regards to KM. I am happy to see that Customer Success did not stop once we went live. We continue to have a strong relationship with our Customer Success team and take comfort they are there for the long-term partnership with us.”

– Priscilla Peralta, Knowledge Management Specialist, Dignity Health

“RightAnswers expands the boundaries of what clients can accomplish while leveraging their ServiceNow platform.”

– Patrick DeMartine, Director Business Development, ServiceNow

“RightAnswers differs from other technology companies because they put together a program based on your needs.”

– Peter McGarahan, First American

RightAnswers Resources

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EBOOK

Basic Principles of KCS

Are you just getting started on Knowledge-Centered Service (KCS)? Read our eBook...
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EBOOK

Customer Service Playbook

We asked our clients and prospects to tell us the biggest challenges...
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INFOGRAPHIC

Do You Need a Better Way of Providing Customer Care?

RightAnswers improves your customer service by providing an intuitive agent experience...


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WEBINAR

Creating a High Quality Knowledge Base

Watch the 30-minute webinar to get the tips on creating high-quality knowledge.


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WHITE PAPER

Return on Knowledge for Customer Service

Knowledge management delivers substantial measurable business benefits by providing a single window...
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WHITE PAPER

Building the Business Case for Knowledge Management Success

Aligning the KM program with your Service strategy will make it easier...
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