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RightAnswers Extends Reach of Contact Centers

RightAnswers, a provider of cloud-based knowledge management, web and mobile self-service, and social knowledge software used for improving customer service, IT support, and collaboration, has rolled out RightAnswers Community, a new social customer service channel and social intranet tool for peer-to-peer support.

According to the company, with RightAnswers Community, customers can help customers, and agents can help agents find answers, reducing the time agents spend on calls and also increasing customer satisfaction.
With the new offering, RightAnswers has leveraged its experience in knowledge management to design a social product that combines existing knowledge, according to Simon Yelsky, vice president, product management and presales. It enables customers to post questions so that other customers can contribute by answering them, with the answers vetted by the community, and in this way, a company’s pool of knowledge is extended beyond the contact center, leveraging the social customer network to solve problems, he explained.

Deployed as a standalone product or integrated with RightAnswers Web Self-Service, RightAnswers Community provides customers with related knowledge base articles as well as community discussions when they search, browse, and post questions.
The tool integrates with a company’s CRM or ITSM system to provide continuity across support channels, streamlining the work of the customer service organization.  According to the vendor, it also provides an easy way for support agents to help each other resolve customer issues, and for employees across the enterprise to share knowledge and collaborate on projects.

For more information, go to www.rightanswers.com.

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