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RightAnswers Community extends the reach of your customer service organization

Increase your customer satisfaction through an active community

KCS videoRightAnswers Community combines the feel-good aspect of social collaboration with a way to find answers fast. It increases customer satisfaction by empowering customers to quickly find answers themselves in a tool they want to use. Built-in gamification encourages customer interaction.

  • You reduce your support costs by deflecting calls to the Community, and you can handle more volume with the same number of support agents
  • Customers answer each others’ questions and “Up” or “Down” vote on answers
  • As customers participate, they generate fresh content that you can add to your knowledge base for reuse
  • RightAnswers Community increases customer engagement
  • Customer ideas can improve your product offering

 

RightAnswers Community is specifically designed for finding answers fast.

Deliver a seamless support experience

When you choose to roll out RightAnswers Community integrated with Web Self-Service, you provide your customers with a single place to find knowledge. Customers will see all related knowledge articles and community discussions when they search, browse and post questions in the social forum.

Integration with the Agent Portal alerts support agents of any unanswered questions, ensuring that all questions are answered in a timely manner.

Create multiple communities and measure their effectiveness

In RightAnswers Community you can provide multiple social communities – for agents, for customers and targeted to specialized groups of people.

RightAnswers provides extensive analytics to measure the effectiveness of your support communities, including your return on investment, membership rates and participation, and average response time per question.

Want to see how RightAnswers Community fits into your contact center? Request a demo!