The RightAnswers platform offered us the most flexibility to design a system that would best meet our customers’ needs, while their implementation team remained dedicated to getting us up and running as quickly as possible.
Edison, New Jersey (PRWEB) August 28, 2014
RightAnswers, the #1 provider of cloud-based knowledge management products and services for delivering SmartService™, today announced that ExpenseWatch has implemented its cloud-based knowledge management system to power its Customer Satisfaction Help and Support Portal.
ExpenseWatch provides a web-based spend management subscription service with modules for expense reports, purchasing and payable invoices that empowers its customers to efficiently and effectively spend with confidence.
ExpenseWatch expects the new system will present information in a way that enables customers to easily find answers to common questions, allowing the customer satisfaction team to support its growing client base without adding staff. It also expects the system to enhance customer retention rates because information is accessible right inside the ExpenseWatch application.
“Our customers are our strongest partners and we strive to exceed their expectations daily,” said Bill Vergantino, president and CEO of ExpenseWatch. “The RightAnswers platform offered us the most flexibility to design a system that would best meet our customers’ needs, while their implementation team remained dedicated to getting us up and running as quickly as possible.”
One of the key benefits of RightAnswers knowledge management is the reporting and analytics. “Our customer satisfaction team can now see how customers interact with the new Help and Support Portal prior to submitting a support request, as well as what information customers are searching for and how easy it is to find answers. If content is under-tagged or missing, the team can quickly and easily modify and publish new content,” states Vergantino.
Other key factors driving the decision to select RightAnswers include:
- Seamless integration with Salesforce CRM, which allows ExpenseWatch customer satisfaction engineers to search for knowledge while remaining in the Salesforce interface, and to track and manage support requests
- Support for video solutions and the ability to search videos
- Tools that help the team find answers to support questions more quickly and to drive customers to the system to find answers
- A customizable home page that enables ExpenseWatch to easily add and change content as needed, and the ability to serve content to customers, based on whether they are an administrator of the service or an end-user
“As a company that understands the importance of managing company spending, ExpenseWatch’s investment in a best-of-breed knowledge solution demonstrates its commitment to superior customer service,” said RightAnswers EVP Sales, Bill Pollie. “It is a technologically savvy company and a great partner to work with, which helped to expedite the rollout of the self-service and agent portals.”
ExpenseWatch (http://www.ExpenseWatch.com) automates manual, time consuming paper-based processes, for visibility and control over organizational spending, empowering customers to spend with confidence. The company was founded in 2000, released the first version of its spend management service in 2003 and currently manages almost $3 Billion in annual spend transactions on behalf of its customers. ExpenseWatch is privately held with headquarters in Plymouth Meeting, PA, a suburb of Philadelphia.
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. For more information, visit http://www.rightanswers.com.