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KM Promise Award Finalist: RightAnswers

This article appears in the issue November/December 2014, [Vol 23, Issue 10]

KM Promise Award Finalist RightAnswers

RightAnswers’ mission is to help create smooth service experiences for your customers and employees through our unique combination of technology, knowledge services, analytics and approach to knowledge that enables you to deliver SmartService™.

RightAnswers introduces several innovations in KM:

  • RightAnswers is the only KM product with a built-in video creation tool that saves videos to the knowledgebase, making them findable and trackable.
  • RightAnswers enables gamification to motivate knowledge workers to keep the knowledge up-to-date, for a more powerful knowledgebase and better search results.
  • Our Integration Framework integrates with any other system in your environment, providing a seamless, streamlined experience for agents.
  • Social collaboration tools enable feedback and comments and enhance the knowledge in real-time. Solutions crowdsourced by customers can be added to the ?knowledgebase as searchable solutions, keeping the knowledgebase current.
  • Our patented Intelligent Knowledge ?Builder™ finds gaps in the knowledgebase and automatically starts filling them by prompting the creation of new articles.
  • Enterprise Knowledge Hub improves service by providing access to share and improve knowledge throughout the organization.
  • Our Knowledge as a Service (KaaS) and Client Success program ensure knowledgebase health and provide ongoing training and mentoring.
  • We’re the only best-in-class vendor that is KCS V5 Verified.

Our 450+ clients around the globe save ?millions of dollars/year by implementing best practices in conjunction with the RightAnswers KM. They achieve:

  • 70% reduction in average call time
  • 80% increase in customer satisfaction
  • 80% more successful self-service searches
  • 37% increase in net promoter score (NPS)
  • 66% reduction in agent time to proficiency

RightAnswers
333 Thornall St.,
Edison, NJ 08837
+1 732 396 9010
sales@rightanswers.com
www.rightanswers.com

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