RightAnswers Introduces SmartService™ to Transform Customer Service and IT Support Through Knowledge Management

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Tools and Services Make Your Agents, Customers, Employees and Organization Smarter – Resulting in Remarkable Experiences

This new version of RightAnswers is exactly what our clients have been clamoring for: a leading knowledge product that offers social collaboration tools, video capabilities, gamification and analytics around knowledge quality, coupled with consultancy.

RightAnswers, the #1 provider of cloud-based knowledge management products and services, today unveiled its new offering of software and services that makes service smarter and delivers better customer experiences. SmartService™ is designed for service organizations to improve their customer service, internal support and business performance through better knowledge creation, usage and maintenance.

The latest version of RightAnswers software broadens its already powerful offering. In addition to its knowledge, and knowledge authoring, management, workflow and automation tools, RightAnswers has enhanced its capabilities with:

  • expanded social capabilities
  • guided navigation and interactive knowledge that lead agents, customers and employees to the answer
  • easier knowledge federation that finds knowledge wherever it resides on the network
  • enhanced multilingual support
  • video creation
  • extensive dashboards and analytics to measure the effectiveness of the knowledgebase
  • gamification to motivate knowledge authors and agents to improve and to keep the knowledge fresh

RightAnswers' latest version creates a whole new experience for knowledge authors and agents, with intuitive interfaces to streamline their work. It’s much easier for the agent to create knowledge, and the new interface simplifies search across the knowledgebase, external sources and social knowledge, saving the agent time. Tighter integration of RightAnswers into the ticketing or case management system eases the agent’s workflow.

Rounding out the expanded RightAnswers offering is an array of knowledge services that are vital to delivering SmartService, including knowledge authoring, conversion and migration into your environment and translation into any language. RightAnswers also provides ongoing training and mentoring and help with the adoption of its clients' knowledge initiative.

“In this new digital age where everything is connected, people’s expectations around customer service and support have fundamentally changed. SmartService, with our advanced technology, services, analytics and approach to knowledge, creates better customer experiences, which is crucial for any service organization,” explained Simon Yelsky, VP Product Management and Marketing, RightAnswers.

“This new version of RightAnswers is exactly what our clients have been clamoring for: a leading knowledge product that offers social collaboration tools, video capabilities, gamification and analytics around knowledge quality, coupled with consultancy and other services. RightAnswers offers a unique and comprehensive approach to knowledge and service,” said John Ragsdale, VP of Technology and Social Research, TSIA.

To learn how RightAnswers can transform customer service and IT support to provide remarkable customer experiences through SmartService, contact RightAnswers at info(at)rightanswers(dot)com or visit rightanswers.com.

About RightAnswers
RightAnswers is the #1 provider of cloud-based knowledge management, web and mobile self-service and social knowledge solutions enabling clients to deliver SmartService™. Our 450+ clients around the globe use RightAnswers seamlessly integrated with their CRM, ITSM or other customer service software, to provide stellar support experiences while saving millions of dollars a year.

About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. TSIA’s editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at http://www.tsia.com, follow us on Twitter @TSIACommunity, or like us on Facebook and the TSIA Books Facebook page.

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Shari Ingerman
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