Agent Portal

icon of a customer support person

Your Support Agents Will Be All Over Your Customer Service Knowledgebase Software

It’s one thing to issue an edict on the knowledge management tool your agents have to use. It’s quite another to get agent buy-in on a tool they’ll love. And you won’t succeed at giving great customer service without an engaged workforce using knowledgebase software that makes their jobs easier. In fact, engaged employees are:

  • Twice as likely to help someone at work
  • Three times more likely to suggest improvements
  • Much less likely to take a sick day.

Practical, Intuitive Tools

RightAnswers’ Agent Portal provides a great experience for agents and increases adoption of RightAnswers’ advanced customer service knowledgebase. Our software is integrated with platforms like Sharepoint, ServiceNow, Remedy and Salesforce. It presents agents with everything they need on one screen, making them more productive and their jobs easier:

  • Seamless integration with your CRM, ITSM, or other enterprise systems.
  • Real-time solution feedback from your agents by providing a direct link to the authoring environment.
  • Consolidated view of the support channels with a real-time view of user or customer self-service activity.
  • Subscription to content areas and features such as My Favorites, My Top Solutions, and My Recent Searches.
  • Gamification around knowledge usage and creation in the Agent Portal keeps agents engaged and motivates them to keep the knowledge fresh.\

RightAnswers raises the bar in customer support communities by introducing several innovations:

  • Combining web/mobile self-service and the customer community
  • Democratizing knowledge creation so support agents can do their job better. Combining communities with traditional self-service not only helps customers find answers but also helps your support agents. You can crowdsource and democratize the continued evolution of your knowledge base by turning accepted community answers into knowledge articles. Your support agents can verify the articles and use them when customers call.
  • Making escalations a seamless experience. Not all customers will find what they are looking for on their own and may need to open a ticket. RightAnswers passes along, within the ticket, previous searches, viewed solutions and posted community questions. Giving the support agent the customer’s entire search history leads to faster issue resolution and is an effortless experience for the customer.
  • Subscription to content areas and features such as My Favorites, My Top Solutions, and My Recent Searches.
  • Gamification around knowledge usage and creation in the Agent Portal keeps agents engaged and motivates them to keep the knowledge fresh.
RightAnswers application screenshot of agent portal

Schedule a demo to learn more about RightAnswers