RightAnswers Online Contextual Help Improves the Customer Experience by Bringing Answers Straight to the User

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New Knowledge Spotlight Offers Immediate, Context-Sensitive Help Inside Applications

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People get answers faster and they’re always in context, providing a great customer experience.

RightAnswers Inc., the #1 provider of cloud-based knowledge management software and services for delivering SmartService™, today introduced Knowledge Spotlight to provide customers with the answers they need in the context of what they are doing while working in an application or website.

Delivers Knowledge Directly to the Customer:

Users simply click on the Knowledge Spotlight online help avatar, and solutions from the central knowledgebase pop up, relevant to the screen on which they are working. The floating avatar is customizable and always visible, giving users a clear indication that help is always a click away.

“Giving users instant access to solutions as they are interacting with your online applications or site brings self-service straight to the user,” said Simon Yelsky, Vice President Product Management and Marketing, RightAnswers. “People get answers faster and they’re always in context, providing a great customer experience.”

Improves the Customer Experience:

Knowledge Spotlight online contextual help improves the customer experience by providing immediate access to the organization's knowledge, resolving customer issues the moment they appear. It pulls solutions from the central knowledgebase, so you are assured of providing accurate, consistent answers. Knowledge Spotlight saves users the time and effort of calling an agent or navigating to a separate self-service portal to look for answers. It reduces calls to the contact center or service desk, lowering the organization’s support costs.

Improves Enterprise Knowledge:

Knowledge Spotlight elicits feedback from users on the helpfulness of the solutions, leading to the continuous improvement of the organization's knowledge. Reporting available on Knowledge Spotlight indicates the areas where people are having difficulty, enabling the organization to address those issues in Support and Product Development. Knowledge Spotlight online contextual help can be used by additional departments; for example, Sales and Marketing can use the tool to provide detailed product information in the context of the customer journey on your website.

About RightAnswers
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. To learn more visit rightanswers.com.

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Shari Ingerman
+1 732 396 9010 Ext: 185
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Veronica Mathieson
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