Self-service that actually resolves
Self-service that actually resolves
Your customers want answers. Not a maze of outdated FAQs, chatbot dead ends, or a hold queue. RightAnswers is built for VP-level CX leaders, Knowledge Managers, and digital experience teams who need their customer self-service software to actually work at enterprise scale, across every channel, in any language.
If your portal is deflecting calls but not resolving issues, or your chatbot is answering confidently with the wrong information, the problem isn’t the channel. It’s the knowledge behind it.
When self-service fails, the cost shows up everywhere
Most customer self-service failures don’t trace back to technology. They trace back to knowledge — stale, siloed, or inconsistently maintained knowledge that no channel can reliably surface. Every unresolved self-service interaction is a missed deflection. And at enterprise scale, missed deflections multiply fast.
Here’s what that looks like in practice:
Your agents are buried in cases
Routine, repetitive questions flood your queue every day, pulling agents away from complex, high-value work and stretching your team’s capacity to its limit.
Self-service adoption is stuck low
Customers who hit confusing search results or irrelevant articles don’t try again — they call your agents, eroding the very efficiency gains self-service was supposed to deliver.
Your current self-service options don't actually resolve cases
When customers search and find outdated, inaccurate, or irrelevant content, trust erodes fast and every failed self-service attempt adds another ticket to your agents’ already overloaded queues.
Operational costs keep climbing
Every ticket your agents handle manually carries a cost, and as support volume grows, so does the pressure to hire more people, train them, and keep them productive just to maintain current service levels.
You want to launch virtual agents, the right way
Without accurate, up-to-date knowledge at their core, virtual agents quickly become a liability by confidently delivering wrong answers, eroding customer trust, and driving frustrated users straight back to your human support team.
Built for enterprises ready to resolve, not just respond.
Your customers want answers now. More than ever, they’d rather solve a problem on their own than wait in a queue or pick up the phone. So why make them?
How RightAnswers makes customer self-service software work:
- Free your agents for what matters. Self-service deflects routine, repetitive questions, so your support and IT help desk teams can focus on higher-priority, complex cases.
- Meet customers where they are. Today’s customers prefer to resolve issues themselves. A strong self-service experience gives them the independence they’re looking for.
- A true win-win. Customers get instant resolutions. Your organization lowers costs and scales support without growing the team.
- Always on, always available. Self-service runs around the clock, delivering trusted answers at 2 a.m. just as reliably as 2 p.m.
Customer self-service success stories
Numbers tell part of the story. But seeing how enterprises like yours have put AI-powered knowledge to work makes it real. The organizations below faced the same pressure you're navigating — rising support volumes, low self-service adoption, and the constant drain of preventable escalations. Here's how they turned knowledge into a competitive advantage with RightAnswers.
Protective Life transformed agent workflows and customer experience by implementing AI-powered knowledge management that delivers instant, reliable answers when they matter most.
- Accelerated resolution times: Reduced average handle time by surfacing trusted answers instantly within the agent workflow.
- Decreased escalations: Enabled agents to resolve more complex questions without escalating to Tier 2.
- Boosted customer satisfaction: Improved CSAT and First Contact Resolution by delivering fast, accurate responses.
Paychex empowered agents to deliver fast, accurate support and achieved major efficiency gains by adopting AI-powered knowledge management.
- Reduced resolution times: Agents resolved cases faster with instant access to verified answers.
- Increased first contact resolution: More complex issues were solved on the first attempt, boosting customer satisfaction.
- Scaled support operations: The team efficiently handled higher volumes without adding staff.
Lely transformed support operations for 4,000 employees by delivering instant, AI-powered access to knowledge, driving measurable gains in efficiency and CX.
- Scaled global support: Enabled 4,000 employees to access verified knowledge instantly and effortlessly.
- Elevated customer experience: Improved CSAT by giving agents consistent, accurate answers.
- Accelerated resolution times: Reduced search time for agents, driving greater operational efficiency.
"The RightAnswers platform and partnership from the Upland team has been critical to our success with knowledge and self-service, and the support of our dedicated Customer Success Manager is helping us drive continuous improvement."
RightAnswers provides KM solutions that self-service teams rely on
RightAnswers G2 Reviews
"RightAnswers quadrupled our self-service score!"
Besides being KCS verified, RightAnswers is easy to use and is highly customizable. After training my staff on how to use the Solution Manager and Agent Portal I rarely need to conduct further training. It's intuitive and works for both non-technical and technical staff in terms of code editing and general formatting.
Micah V., Self-Service Sr. Manager
Digital Customer Experience Enterprise (> 1000 emp.)
"We have achieved great self service scores and first call resolution."
Kim D., Sr Knowledge Architect
Mid-Market (51-1000 emp.)
"The Gold standard of KM applications"
There are so many great things to mention about this product. I love working with the Upland staff, who always deliver as promised. I really like how RightAnswers positions itself as an enterprise search solution at scale. Organizations who value knowledge management and leverage RightAnswers as their technology will also transform rapidly in the AI world to come.
Verified User
"Perfect Solution for Company-Wide Knowledge Sharing"
The application fits our need to provide knowledge content to several thousand employees across various states and even outside of the U.S. We can also segment this content for users to easily identify knowledge applicable to their service area and/or jurisdictional area. The user interface is easy to navigate.
Verified User
"Mature, feature rich, continuously improving, KCS v6 Verified"
Not only do they offer a great KCS verified Knowledge Management tool, customizable dashboards via the Upland Analytics tool, but the Upland RightAnswers team truly cares about your success! We feel like we have a true partner helping us to accomplish our goals!
Cheryl W.
Enterprise (> 1000 emp.)
Ready to get started?
Ready to get started?
See what a knowledge-powered self-service strategy looks like with a RightAnswers demo today.
