When it comes to providing customer support 24/7, Continuum’s Help Desk technicians rely on RightAnswers for cloud-based knowledge management and self-service solutions. As part of our commitment to the managed IT services channel, we at Continuum give our MSP partners the ability to leverage our white label IT Help Desk solution, which includes RightAnswers, so that their end users’ needs are met, without having to exhaust staff and resources.
Acting as an extension of our partners’ IT teams, our Help Desk technicians must be able to document and troubleshoot every client issue in one central platform. RightAnswers has been instrumental to the success of my staff. One member of our Help Desk team, Matt Mainhart, explains how RightAnswers has been the solution, and indeed the right answer, since Day 1 of his career trajectory:
“As a Help Desk Trainer, RightAnswers’ Enterprise Knowledge Hub is the most valuable tool in my arsenal. The unified platform allows me to create and upload documentation that techs can reference to ensure quick, yet more importantly, efficient, computer and mobile troubleshooting. With RightAnswers, Level 1 techs are able to complete Level 2 work, allowing us to potentially solve the user’s issues on the first call. This only further strengthens why Continuum’s Help Desk team is here – to push less work back to our MSP partners, and provide end users with the best service possible.”
When I was a Team Lead, I leveraged RightAnswers to empower my team to provide top tier troubleshooting. Their platform not only provided relevant technical knowledge, but also a reference point for my team to find the latest corporate policies and procedures of the various businesses Continuum’s Help Desk served. When our partners or management needed something communicated to our technicians, they knew where to find it.
Back in my days as a technician, RightAnswers was essential to my success. When I was working with our partners and their end-users, the knowledge management platform was a one-stop shop for me to quickly and efficiently work with either party. I was able to stay technically sound with this resource at my fingertips, as well as remain in adherence with partner and corporate standards.”
Back in my days as a technician, RightAnswers was essential to my success. When I was working with our partners and their end-users, the knowledge management platform was a one-stop shop for me to quickly and efficiently work with either party. I was able to stay technically sound with this resource at my fingertips, as well as remain in adherence with partner and corporate standards.”
“From Continuum Help Desk Technician to Team Lead to Trainer, RightAnswers was instrumental in my success and enabled me to best support our MSP partners’ end-users!” ~Matt Mainhart
Using RightAnswers for knowledge has made a huge impact on the support we provide to our customers and to our customers’ customers.