For many Help Desk organizations, adopting a Self-Service solution that effectively incorporates a Knowledge Base consisting of both “industry standard” and company-unique Content is the key to reducing the number of calls to the Help Desk, lowering Support costs, and improving overall end-user satisfaction.
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RightAnswers has developed an innovative Self-Service portal that provides an end-to-end, total solution in a “user friendly” manner to help end-users resolve incidents for which they previously would have called the Help Desk. As a component of the RightAnswers Unified Knowledge suite, RightAnswers Self-Service provides the software, high-impact content, and value-added content and client services to help you meet your Help Desk business objectives, improve your time-to-value, reduce overall Total Cost of Ownership (TCO) and increase your Return on Investment (ROI). It consists of an intuitive user interface that improves the accessibility and effectiveness of your Content by enabling end-users to search for solutions contained within your Knowledge Base and if needed, open incident tickets directly within your existing Help Desk management system.
RightAnswers Self-Service Benefits:
- Reduces the number of calls to the Help Desk
- Lowers the overall cost for Desktop Software support
- Provides 24x7 Help Desk support and availability
- Empowers end-users to self-resolve their incidents
- Provides personalized, enhanced support for delivering related, useful and self-educating solutions (via FAQs, Did You Knows, New and Noteworthy, and My Favorites features)
- Allows you to post and manage “real-time” FAQs and Announcements
- Utilizes a comprehensive Knowledge Base combining RightAnswers-provided and company-unique Content
- Provides an intuitive user interface that improves the accessibility and effectiveness of your Knowledge Base
- Provides Analytics to optimize your Help Desk support effectiveness and productivity
- Provides out-of-box integration with your Service Desk application for self-ticketing and Incident Ticket status checks
- Enables you to create and manage custom solutions and merge them with RightAnswers Knowledge-Paks®
- Provides a self-service browser toolbar to improve end-user adoption
- Improves the effectiveness of incident and problem management processes in accordance with ITIL adoption.
