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For many Help Desk organizations, adopting a
Self-Service solution that effectively incorporates
a Knowledge Base consisting of both “industry
standard” and company-unique Content is the key to
reducing the number of calls to the Help Desk,
lowering Support costs, and improving overall
end-user satisfaction.
RightAnswers has developed an innovative
Self-Service portal that provides an end-to-end,
total solution in a “user friendly” manner to help
end-users resolve incidents for which they
previously would have called the Help Desk. As a
component of the RightAnswers Unified Knowledge
suite, RightAnswers Self-Service provides the
software, high-impact content, and value-added
content and client services to help you meet your
Help Desk business objectives, improve your
time-to-value, reduce overall Total Cost of
Ownership (TCO) and increase your Return on
Investment (ROI). It consists of an intuitive user
interface that improves the accessibility and
effectiveness of your Content by enabling end-users
to search for solutions contained within your
Knowledge Base and, if needed, open incident tickets
directly within your existing Help Desk management
system.
RightAnswers Self-Service:
- Reduces the number of calls to the Help Desk
- Lowers the overall cost for Desktop Software
support
- Provides 24x7 Help Desk support and
availability
- Empowers end-users to self-resolve their
incidents
- Provides personalized, enhanced support for
delivering related, useful and self-educating
solutions (via FAQs, Did You Knows, New and
Noteworthy, and My Favorites features)
- Allows you to post and manage “real-time”
FAQs and Announcements
- Utilizes a comprehensive Knowledge Base
combining RightAnswers-provided and
company-unique Content
- Provides an intuitive user interface that
improves the accessibility and effectiveness of
your Knowledge Base
- Provides Analytics to optimize your Help
Desk support effectiveness and productivity
- Provides out-of-box integration with your
Service Desk application for self-ticketing and
Incident Ticket status checks
- Enables you to create and manage custom
solutions and merge them with RightAnswers
Knowledge-Paks®
- Provides a self-service browser toolbar to
improve end-user adoption
- Improves the effectiveness of incident and
problem management processes in accordance with
ITIL adoption.
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