Helping Each Other Get More Done
RightAnswers Community combines the feel-good aspect of social collaboration with a way to find answers fast. It increases customer satisfaction by empowering customers to quickly find answers themselves in a tool they want to use. You reduce your support costs by deflecting calls to the Community, and you can handle more volume with the same number of support agents.
Customers Helping Customers
Your customers have a wealth of information about your product. Why not augment your workforce by enabling them to resolve each others’ issues?
Deployed stand-alone or as part of a larger enterprise knowledge strategy, the RightAnswers Community improves the customer experience by giving customers a place to discuss and answer their own questions, with “Up” and “Down” votes to promote great answers to all customers. In effect, customers become an extension of your customer service team.
Built-in gamification encourages customer interaction. As customers participate, they generate fresh content that you can add to your knowledge base for reuse and to improve your product offering.
Agents Helping Agents
Customer communities integrate with the RightAnswers Agent Portal so customer service agents can jump into discussions when necessary and promote the right answers to the company knowledge base. Automated alerts and a seamless escalation to agents improve the customer experience.
Employee communities provide a central place for everyone to collaborate and offer a communication platform for many purposes: team discussions, private project groups, and more, to heighten collaboration and create a more effective enterprise.
Integration with your CRM, ITSM or other ticketing system enables support agents to easily link answers in the RightAnswers Community to open tickets, simplifying the workflow. Discussions in RightAnswers Community are searchable and can be updated anytime with new and better answers.
Empowering Employees to Connect
RightAnswers Community provides a central place for large and small employee teams to learn and collaborate. Discussions form a “social intranet” that gives context to each piece of content and helps people connect, ask questions, attach documents, images and links, and share knowledge.
A community is a great way for support agents to learn and collaborate on resolving customer services issues. Peer-to-peer support helps agents provide faster answers to your customers. Newer agents benefit from the knowledge of more senior agents. A vibrant agent community:
- Reduces the learning curve and training time for new agents
- Increases agent retention
- Reduces time-to-resolution
- Improves first call resolution (FCR) rates