Increase the Effectiveness of Your Service Agents
Your service agents are on the front line of your support organization and the first and sometimes only representative of your organization to interact with your customers. Providing them with an experience that delivers correct and current knowledge is key in being able to quickly and accurately answer customer questions. At RightAnswers we understand how important this is to your business and have developed an agent experience that can be easily personalized to the needs of your organization and your individual agents.
The Agent Portal provides Agents with everything they need on one screen making them more productive and their job easier. Need to have RightAnswers accessible from within your ticketing system? No problem! We provide out-of-the-box, in-line, bi-directional integrations to most ticketing systems, making finding knowledge and adding solutions to tickets just one click away.
- Provides out-of-the-box, bi-directional integration with your ITSM and/or CRM system
- Enables real-time solution feedback from service agents by providing a direct link to the authoring environment
- Provides a consolidated view of the support channels with a real-time view of user self-service activity
- Allows you to post and manage real-time FAQs and Announcements targeting service agents
- Supports subscription to content areas and features such as My Favorites, My Top Solutions and My Recent Searches
- Provides analytics to optimize your support center effectiveness and productivity