RightAnswers Knowledgebase Solutions |
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Easy to Manage
At RightAnswers, we firmly believe
that the ultimate success of any project entails more than
simply implementing a software tool. We assume a vested interest
in the success of our clients’ initiatives and have designed our
software, content, and value-added services to enable clients to
efficiently and effectively manage their Knowledge/Support
initiatives before, during, and after installing, implementing,
and deploying their solution(s). The Client Success team
provides the necessary experience and expertise to assist your
Help Desk professionals in “jump starting” the initial
Self-Service implementation and, by providing ongoing analysis
and guidance, maintain its effectiveness through deployment.
Also, RightAnswers provides an extensive array of analytics and
reporting tools to track the effectiveness of your content to
ensure that the impact and quality of content keeps your Support
initiatives on-track.
- RightAnswers Self-Service
and Support Analyst solutions utilize existing User
Directories and do not require administrators to add users
into the system
- Search engine continually
fine-tuned and optimized by RightAnswers with no client
interaction
- Knowledge Base updates
automatically available to clients
- Administrative tools, such
as the Analytics Dashboard, built-in alerts, notifications
and cross-user views
Easy to Use
Whether new to self-service and
knowledge driven solutions or migrating from an existing
solution, our Help Desk clients are delighted how easy it is to
utilize the RightAnswers Unified Knowledge Suite interface to
leverage the inherent power of their knowledge base.
RightAnswers’ solutions, designed to improve the end-user
support experience and increase Support Analyst effectiveness
and efficiency, enable end-users quickly and easily find
solutions to problems while Help Desk staff can easily access,
manage, and edit content while building a Support environment
that meets their Support and business objectives.
- “Personalized” environment,
consistent with your existing in-house “look and feel”,
gives end-users easy access to information and provides a
smooth transition to self-ticketing
- Self-Service toolbar
enables end-users to search for content within a proven
self-service taxonomy
- Resolution and
collaboration environment enables Support Analysts to easily
find solutions and leverage workflows to add information in
“real time”
- One, common view of
activities occurring across self-service and support analyst
users
- Solution Manager, designed
and used by the RightAnswers Content Services team, utilizes
a simple interface that requires no “special” training
Easy to Implement
RightAnswers works with you to
design, configure, and deploy the RightAnswers Unified Knowledge
Suite in a timely fashion. Our approach provides a defined,
standard functionality combined with the flexibility to work
within a number of standard authentication environments and a
number of supported Help Desk ticketing systems. And, since the
RightAnswers Self-Service and RightAnswers Support Analysts
solutions quickly and seamlessly integrate with your existing
server systems, minimal technical resources are required.
- Online, hosted environment
- “Out-of-the-box” Help Desk
ticketing integration
- Optimized Search engine
- Pre-packaged content (i.e.,
RightAnswers Knowledge-Paks) available from “day one”
A Unique Approach to Self-Service
Prior to the release of the
RightAnswers Unified Knowledge Suite, Self-Service and Support
Analysts Knowledge solutions were primarily comprised of only
software tools designed to enable internal support staff to
create and establish a Knowledge Base. History has shown that
the ability to execute and maintain a successful knowledge
strategy that effectively drives self-service initiatives and
support analyst effectiveness requires much more then just
having a software tool. Achieving Support and Knowledge
solutions require software tools that are inherently “smart” and
feature-rich, but not complex to use, implement and understand.
The RightAnswers Unified Knowledge
Suite solution starts with these powerful, yet easy to use,
software tools – but there’s much more. It also includes an
industry-leading content offering that includes our
industry-standard technical support content, combined with
custom content solutions, so the knowledge base can be “jump
started” to address your specific knowledge needs. To round out
our offering we also include Client Success services that
establish an ongoing partnership with each and every client to
assist in both rolling out our solutions to your user community
and continuously working with you to drive adoption and increase
content effectiveness. The combination of these elements by an
organization that specializes in knowledge solutions yields
great results and creates an experience that clients discover to
be refreshing and "on point".
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