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RightAnswers

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RightAnswers is a powerful cloud-based knowledge management solution, specifically designed so support organizations can easily manage and share knowledge, with the ultimate goal of transforming the way they provide service.

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Description

Improve the Customer Experience Through Knowledge

RightAnswers provides a powerful, cloud-based knowledge management and self-service platform that improves your customer service by resolving customer issues faster. RightAnswers tools for creating and managing knowledge make the knowledge more useful and easier to find and share.

RightAnswers is a “Built for NetSuite” certified SuiteApp. Seamless integration with NetSuite CRM+ means customer service reps (CSRs) find knowledge without having to leave their NetSuite screen and can link knowledge to cases in a single click, easing their work and reducing training time.

Key Benefits

RightAnswers is Knowledge-Centered Support (KCS) verified V5. Built-in KCS processes simplify conformance to industry best practices.
Customers that use RightAnswers in conjunction with NetSuite experience measurable customer improvements:

  • Increase in NPS
  • Improvement in CSAT
  • More successful self-service searches
  • Reduction in CSR training time
  • Increase in CSR retention

Knowledge Across the Enterprise Value Chain

RightAnswers is designed to share knowledge across the organization. Any department can use RightAnswers to create and distribute knowledge specific for their user audience, including users of NetSuite CRM+, NetSuite ERP and NetSuite eCommerce.

  • Reduce duplicate content
  • Promote knowledge sharing
  • Reuse content
  • Establish company-wide standardization
FEATURES

Find Knowledge Everywhere

RightAnswers federated search crawls all your knowledge sources, systems and repositories, and returns all the relevant answers in the NetSuite interface through our certified integration.  CSR's can attach a solution to a case in one click.

Web & Mobile Self-Service Experience

Empower your customers to resolve their own issues, deflecting cases from your call center and improving the user experience with better search, UI, personalization and content.  Additionally, RightAnswers Knowledge Spotlight brings the answers directly to the customers in the context of what they are doing within your applications or on your website.

Interactive Knowledge & Gamification

Interactive knowledge such as decision trees, checkpoint solutions and online forms with deop-down fields lead you to the knowledge you are looking for. A built-in video creation tool allows agents to create videos on the fly while working with end-users and deliver them as solutions.
Gamification incentivizes CSR's to create useful knowledge and update existing knowledge articles, increasing adoption of your knowledge initiative.

Fill Knowledge Gaps & Improve Article Quality

Intelligent Knowledge Builder™ keeps your knowledgebase complete and up-to-date by detecting gaps in your knowledge, based on unsuccessful searches, and by prompting you to create knowledge to fill these gaps.
RightAnswers’ automated Knowledge Quality tool ensures article quality every time, eliminating manual quality reviews.

Knowledge Reports & Dashboards

Analyze your knowledge usage, ensure you have the most relevant content based on your users' needs, and get valuable insights into usage, knowledge gaps and effectiveness.