RightAnswers’ unique, end-to-end solution is designed to enable enterprises of all sizes to align the cost and value of Support while meeting their Support and business objectives, improve time-to-value, reduce overall Total Cost of Ownership (TCO) and increase Return on Investment (ROI).

As users become more familiar with the features and capabilities of RightAnswers Self-Service, they can leverage the power of the tool to find the solutions they require without contacting the Help Desk. And, since RightAnswers Self-Service provides a 24x7, online channel for support, end-users will utilize the solution’s Search capabilities as their First-Level Support, thereby reducing the overall number of calls to the help desk, especially with regards to the “redundant” incidents such as open ticket status checks.

For example, according to the HDI® 2006 Practices and Salary Survey, the average fully-burdened cost per incident for phone support is approximately $25. Assuming a minimal call deflection rate of 10 calls per day that could be handled using RightAnswers Self-Service, a Help Desk can experience savings of $250 per day or $60,000 per year!