We Deliver Strong Starts and Long-Term Success
The unfortunate reality for many organizations is that most knowledge management programs, due to a variety of reasons, will fail. The RightAnswers Client Success Program was designed and introduced to ensure that our clients’ knowledge implementations and initiatives will be successful in both the short and long-term. Companies that experience our Client Success Program consistently say how it’s so different and unique than anything they’ve ever experienced before.
|When you choose RightAnswers as your knowledge management partner, you get much more than just our flagship Unified Knowledge Platform. While other vendors stop supporting you after the initial installation, RightAnswers starts by providing a unique, complimentary program that goes well beyond your deployment to ensure you have a successful knowledge strategy. Our Client Success Program enables you to develop, deliver and maintain an effective adoption strategy and on-going knowledge initiative.|
Let our knowledge enthusiasts help you move the needle and deliver remarkable results to your customers and agents!
As knowledge enthusiasts, the Client Success Team provides the necessary expertise to assist your service professionals with the initial implementation as well as analysis and guidance to continually drive your solution's effectiveness. Your business is our business. We want to help you identify and implement best practices in self-service adoption and assist in content development during the pre-production, pre-launch, and post-launch phases.
We Stay With You to Ensure Your Long-Term Success
The Client Success Program guarantees you the following: our team of knowledge enthusiasts will be partnered with you throughout your entire engagement with RightAnswers. What’s more? To ensure your long-term success, the RightAnswers Client Success Team will work with you to achieve the following program goals:
- Build partnership between your organization and RightAnswers
- Increase your service resolution rates and efficiencies
- Reduce escalations to your service desk or call center
- Drive agent and user/customer adoption
- Empower your users and customers to leverage self-service
- Build an on-going process for knowledge
- Create a collaborative environment for continued improvement
Client Success in Action - Before, During and After
Prior to working with RightAnswers, a leading telecommunications provider and Fortune 1000 company faced a number of challenges within its IT support department which was regularly tasked to do more with less. Facing large call volumes and low first contact resolution rates, the burden on its support operations was growing.
Working with RightAnswers Client Success Team has enabled us to design a brilliant self-service environment with adoption increasing each month.
In an effort to reduce call volume and keep up with demand, the telecommunications company looked for a knowledge management and self-service solution to support its 28,000 employees. After selecting RightAnswers as its knowledge partner, the company was quickly introduced to our Client Success Program and the dedicated team of knowledge enthusiasts who would help drive the implementation.
After a successful deployment, the Client Success Team provided the client with a number of educational sessions centered on product training, adoption strategies and tools, best practices and our Knowledge Management certification program. Crediting the RightAnswers Client Success Program, the company saw significant improvements within its IT support organization which included:
- Empowered users with self-service and established a single point of contact for employees
- Reduced call volume by 125,000 calls within 24 months
- Reduced customer education calls by 49 percent within 18 months
- Decreased call handle time from 12 to 7.5 minutes
- First call resolution rate increased from 70 to 83 percent
Have questions about our Client Success Program? Please contact us today!