The Knowledge Quality tool monitors knowledge quality in real time, giving management as well as customer service agents increased confidence that the knowledgebase is filled with useful knowledge.
Edison, NJ (PRWEB) May 27, 2015
RightAnswers, Inc., the #1 provider of cloud-based knowledge management software and services for delivering SmartService™, has unveiled in its latest release an automated Knowledge Quality tool to ensure the knowledgebase is populated with useful knowledge for customer service and support.
RightAnswers’ Knowledge Quality tool automatically calculates article quality based on more than a dozen criteria, such as duplicates, spelling, article length, use of multimedia and use of certain fields. In addition, service organizations can create their own custom quality checks for parameters that are meaningful to them.
For organizations that follow the Knowledge-Centered Support (KCS) methodology, the tool includes built-in KCS Article Quality Index (AQI) checks. You can select the most meaningful criteria to count toward article quality.
“Prior to our Knowledge Quality tool, customer service organizations could only do spot checks on around 10–20% of their knowledgebase and conduct periodic knowledge audits. Our Knowledge Quality tool monitors knowledge quality in real time, giving management as well as customer service agents increased confidence that the knowledgebase is filled with useful knowledge,” explains Simon Yelsky, Vice President Product Management and Marketing, RightAnswers.
Improved knowledge quality will increase support agent adoption of the knowledge management initiative, which results in better customer service and satisfaction.
Gamification is built into the Knowledge Quality tool, providing knowledge authors with a quality score for the knowledge they create. In addition, the tool assigns the knowledgebase an overall quality score and flags knowledge requiring improvement.
RightAnswers is the #1 provider of cloud-based knowledge management, web and mobile self-service and social knowledge solutions to enhance customer service and IT support. Our 450+ clients around the globe use RightAnswers seamlessly integrated with their CRM, ITSM or other customer service software to deliver stellar support experiences while saving millions of dollars a year. For more information visit rightanswers.com.