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rightanswers is powerful

RightAnswers meets the specific customer service and support needs of
utility companies

RightAnswers handles increased activity during outages and periods of change

There are many support issues particular to utilities:

  • Planned outages that require mass onboarding of employees
  • Unplanned outages due to weather or other events
  • Large number of field crews

Utilities affect tens of thousands of customers, so when a disruption occurs, the contact center and service desk are flooded with calls.

 

Event-driven knowledge triggers real-time alerts

Get more out of RightAnswers by linking specific knowledge articles to your systems and processes. Any event can trigger an automatic alert. This empowers your agents with real-time information and enables your organization to contact customers proactively.

RightAnswers’ capabilities increase efficiency and productivity of the contact center and service desk, while lowering support costs:

  • Web Self-Service empowers customers to self-resolve their incidents with 24×7 online support
  • Mobile Self-Service provides customers with access from anywhere, even during power outages, and increases the efficiency of field technicians
  • RightAnswers significantly reduces the number of calls to the support center, reducing support costs

RightAnswers’ intuitive Agent Portal and self-service portals, with effective search, FAQs and Announcements, slash agent training time and call handle time.

Some of the utilities that use RightAnswers for customer service and support:

 

CLP logo
ConEdison logo
Cox Communications logo
Duke Energy logo