Sharing Corporate Knowledge Transforms Productivity
Why the focus on knowledge sharing? Because providing the right answers to the right person at the right time dramatically improves customer and employee satisfaction. RightAnswers knowledge software is a vehicle for your knowledge journey, empowering you to scale cost-effectively and provide the best customer service every time, over all your channels. RightAnswers puts all your company’s knowledge — the most current, accurate and useful knowledge, gathered collectively — at every employee’s fingertips, increasing productivity and performance across the organization.
Employees Empowered with RightAnswers Knowledge Management Software:
- 80% more successful self-service searches
- 37% fewer end-user education calls to the service desk
- 89% end-user satisfaction
Knowledge Base Software with KCS Methodology: A Customer Contact Sport?
With RightAnswers software, knowledge centered service methodology (KCS) is built in, so your management, employees and customers create and manage a centralized, federated knowledge base. This is accomplished by an iterative process of knowledge creation and refinement. KCS is a methodology that integrates knowledge creation and maintenance into your operational processes.
The best-practices KCS processes are built into the technology platform and RightAnswers workflows. Knowledge centered service methodology is a collaborative process optimal for creativity and knowledge efficacy, but RightAnswers can go further with customer service gamification. This sets up a competitive environment where agents work hard to provide the best answer quickly. You can set up a reward system that makes the workday fun because peers and managers recognize agent performance on a daily, weekly and/or monthly basis.
For Self-Service IT Support
Increasingly, both companies and customers prefer a self service platform to answer service requests. Web and mobile self-service can be loaded with our Knowledge-Paks® library of technical support knowledge, targeted to self-service. Knowledge-Paks provide more than 90,000 accurate knowledge solutions to the most common issues your users have on more than 500 of the most widely used off-the-shelf software applications.
For Empowering Contact Centers
RightAnswers knowledge management software supports clients with tens of thousands of customer service representatives, facilitating hundreds of millions of searches per year. Through our platform for knowledge sharing, we empower agents and knowledge authors to set up a scalable knowledge base specific to audience needs. Powerful search lets agents find exactly what they need, wherever it is stored.
For Enterprise-Grade Support
RightAnswers implements the collaborative, proven KCS methodology. With Enterprise Knowledge Hub, all departments can contribute to the centralized knowledge base, accessible by all channels. Our user-friendly Solution Manager guides article creation, including interactive knowledge and videos. Enterprise Search improves productivity by ranking relevant answers from all sources, indexed and displayed in a single view.
RightAnswers Knowledge Management Software is KCS® Verified V6
The Knowledge-Centered Service (KCS®) methodology offers proven practices for managing and creating knowledge in a customer service or support environment. RightAnswers is KCS Verified V6, the highest level of KCS implementation, and we train our clients on KCS best practices, getting them up and running in as little as 90 days.
KCS® is a service mark of the Consortium for Service Innovation™