SmartService. Break the Service Barrier with. RightAnswers and DeliverofSmartService

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1 Break the Service Barrier with RightAnswers and Deliver SmartService 1 Break the Service Barrier with RightAnswers and DeliverofSmartService Authorized distributor RightAnswers

2 What s Fueling Your Service? RightAnswers provides a system of engagement and collaboration channels for enterprise IT and HR support, based on knowledge. It makes your whole approach to service smarter through unique ways of managing and sharing knowledge, enabling you to deliver SmartService. Using RightAnswers, you ll fulfill the needs of everyone who touches your knowledge authors, agents and employees throughout your enterprise. If you re not getting the results you want from your service desk, you should look at the tools you re using to drive your service. Creating a knowledge culture has been a huge difference-maker to our organization on so many levels. - Director / Enterprise Service Management at a leading payroll services company There are four main elements that combine to form SmartService: A Knowledge 1st mentality recognizing knowledge as the fundamental building block of any support endeavor Technology advanced software tools, algorithms and processes for creating, managing and finding knowledge Knowledge services teaching best practices, mentoring and helping with knowledge authoring and enrichment Analytics for measuring the success of your knowledge initiative and identifying areas that can use improvement Boost Your Service through Knowledge 1st Making knowledge central to your organization is the premise behind SmartService. Our clients who employ a Knowledge 1st philosophy have seen their service go from good to great. Think about it: How can you possibly provide exceptional service if your knowledgebase isn t populated with good, up-to-date knowledge? Only when your knowledge is correct, relevant to what the user is asking and easily findable can you create a positive support experience. By thinking about knowledge early, while new features or services are still in the planning stage, and keeping your knowledge fresh, you will benefit from: Higher first-call resolution rates Fewer escalations Increased productivity Reduced cost per contact Increased employee satisfaction 2

3 Increase the Effectiveness of Your Live Agents RightAnswers intuitive interface, streamlined workflow and builtin intelligence get the answers to agents faster and simplify post-call activities, saving them time and effort. We ve gamified knowledge creation for agents and knowledge workers to keep them engaged and to motivate them to keep the knowledge fresh. The Agent Portal presents everything agents need to do their job. The agent dashboard displays FAQs and Favorites, at-a-glance performance indicators and quick links to common tasks and items requiring action. It s much easier for the agent to create knowledge, and the new interface simplifies search across the knowledgebase, external sources and social knowledge, saving the agent time. Our Integration Framework links RightAnswers to your ITSM or other enterprise system, streamlining the workflow and easing the agents work. Agents search for knowledge and resolve incidents all on the same screen. RightAnswers also integrates seamlessly with other tools agents use to do their job, such as chat, IVR and password reset tools, and with dozens of systems used throughout the enterprise, such as SharePoint, Yammer, Jive and Moodle. MULTILINGUAL SUPPORT Solutions are displayed in the language of the user s open browser. Search in any language, and RightAnswers shows the relevant solutions available in that language and provides options for multiple languages, making it easier for agents to support people in different regions. Through easy access to good knowledge, RightAnswers cuts agent training time by 66% on average. Empower Your Employees to Self-Resolve Their Issues People want answers fast, and they ll search for answers themselves if they can quickly get the results they re looking for. RightAnswers increases self-service usage, deflecting calls from your service desk and improving your efficiency. Web Self-Service empowers employees to self-resolve their own issues, satisfying their needs and getting them back to productivity faster. Mobile Self-Service lets your employees, including field technicians, find the information they need, wherever they need it, even in places without Internet connectivity. Mobile self-service is especially useful for remote agents and for support technicians who provide service in the field. Knowledge Response automates the response process by interpreting the query and sending back the best answer providing instantaneous results and eliminating the need to open a ticket. Guided navigation interacts with the employee or new agent to lead them to the most relevant answer. 3

4 Unify Your Knowledge and Keep It Going Strong Having access to a body of knowledge that s accurate, complete and up-to-date is the core of SmartService. Solution Manager Our easy-to-use yet powerful authoring tool provides templates for different audiences to ensure consistency, and supports multimedia solutions such as video. Knowledge Federation You don t need to be concerned where your knowledge resides. In a single search, RightAnswers presents results consolidated from all your sources traditional knowledgebases, social knowledgebases such as forums, federated search across your drives and network, and third-party products such as SharePoint, Confluence, Jive, OpenSearch, Yammer, Lithium, Moodle and so on. Our knowledge management tools simplify knowledge creation and maintenance. Intelligent Knowledge Builder This patented technology keeps your knowledgebase complete and up-to-date by detecting gaps in your knowledgebase, based on unsuccessful searches, and prompting you to create knowledge to fill the gaps. Interactive Knowledge Decision trees, checkpoint solutions and online forms with drop-down fields lead you to the knowledge you are looking for. Video Support Our video creation tool enables agents to record themselves, a product or their on-screen activity, to solve problems better and provide more personalized interactions. In addition, any video file can be uploaded into the knowledgebase and shared by agents or delivered to end-users through web and mobile self-service. Knowledge-Paks Our library of extensive knowledge for IT support, covering 500 of the most widely used software applications and BYOD. 4

5 Enrich Your Knowledge Using Our Collaboration Tools Harvest the collective knowledge of your employees by turning crowdsourced knowledge into solutions, and deliver knowledge through your social channels. Social Communities We provide forums where agents and employees can collaborate and find answers. Knowledge communicated through social channels can be added to the knowledgebase as searchable solutions. Social Feedback Comments on solutions and indications of what s useful enhance the knowledge and help find the best answer faster. Gamification By giving scores for the most viewed solutions, highest forum participation, self-service usage or any other area you want to promote, keeps your authors, agents and employees engaged and motivates them to keep the knowledge fresh. Gamification keeps your authors and agents engaged and spurs them to keep the knowledge fresh. Increase Your Insight through Advanced Analytics Across all industries, businesses are focusing more and more on data and quantifiable results. As knowledge experts, we understand which data is important in giving you insight into your knowledge and making your knowledgebase more effective. A wide range of reports available in RightAnswers enables you to measure the cost and success of your service and to pinpoint areas that need addressing. Executive Dashboard and Analytics Indicators on the effectiveness of your knowledge and how well it s being used. Standard Reports More than 40 different built-in reports fulfill most of your reporting needs. Report Builder Build and schedule custom reports on any parameters. Surveys Built-in survey management to gauge knowledge usefulness and agent and user satisfaction. 5

6 Get the Knowledge Services that Ensure Your Long-Term Success To do knowledge management right, you need more than just a good tool. You need good processes, recurring training, mentoring, analytics and more. The people and services side is just as important as software in ensuring your knowledge success. RightAnswers provides ongoing services to drive your results long-term. Knowledge Conversion and Maintenance We convert and migrate your knowledge from any database into your ITSM environment, including knowledge validation. We can also maintain your knowledgebase on an ongoing basis, based on usage and success analytics. Custom Knowledge Creation and Translation Our knowledge developers use their expertise to author custom knowledge for your proprietary products, customized applications and departments outside of IT. We will also translate Knowledge-Paks solutions or your custom knowledge into any language. Client Success Program Our Client Success Program guarantees that our team of knowledge enthusiasts will partner with you throughout your relationship with RightAnswers to provide help with adoption and ongoing training and mentoring. Unlock the power of SmartService to improve the performance of your service desk. For more information visit rightanswers.com or contact sales@rightanswers.com 6