News : RightAnswers Extends Reach of Contact Centers with Peer-to-Peer Support Communities
Companies that want to provide their customers a better brand experience and resolve customer service issues faster can now leverage their own customers’ knowledge using RightAnswers Community, a social customer service channel and social intranet tool for peer-to-peer support.
In RightAnswers Community, customers help customers and agents help agents find answers faster – reducing the time agents spend on calls and increasing customer satisfaction.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
"We leveraged our expertise in Knowledge Management to design a social product that combines existing knowledge with community discussions, delivering a great self-service experience to customers," said Simon Yelsky, Vice President, Product Management and Presales.
"Customers post questions and other customers contribute by answering them, with the answers vetted by the community," added Yelsky. "In this way, a company’s pool of knowledge is extended beyond the contact center, leveraging the social customer network to solve problems. These answers are then added to the knowledge base for the benefit of all."
RightAnswers Community integrates with a company's CRM or ITSM system to provide continuity across all support channels, streamlining the work of the customer service organization. Dashboards and analytics regarding membership and usage demonstrate the effectiveness of RightAnswers Community.
Today's Tip of the Day - Speech Recognition
More Editorial From Upland Software, Inc.
Published: Wednesday, July 6, 2016
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati...
Semafone provides secure voice transactions for contact centres and retailers taking Cardholder Not Present (CNP) payments. The solution allows a call - and the call recording - to continue as normal ...
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interact...