Do you struggle to keep your knowledge fresh? Do you want to deflect calls from your contact center or service desk? Giving your customers, employees and agents points and recognition for using web self-service and support forums and for creating popular knowledge articles can drive the behaviors you want.
RightAnswers provides out-of-the-box gamification to increase agent and end-user engagement with your knowledge. Set up games to promote behaviors that align with your business goals.
Successful gamification adds an element of competition and the opportunity to help others. Our Client Success team can work with you to set up games that reward the correct behaviors.
Use RightAnswers gamification to:
For your authors and agents: Gamification motivates knowledge authors, including your agents, to write better knowledge and to keep the knowledge fresh.
Scores on the dashboard in the Solution Manager knowledge authoring tool and the Agent Portal show the number, quality and popularity of the solutions created by the knowledge author. The dashboards also display the highest ranking authors and solutions.
RightAnswers’ out-of-the-box gamification awards points to customer and end-users who interact with your self-service portal and your forums in the RightAnswers Community. You determine the point values based on the behaviors you want to promote.