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.
GO FOR GOLD AND REPRESENT YOUR NATION!
The 2018 13th annual Top Ranking Performers Global Awards are open until 31st Dec 2017
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
"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 - Don’t Let Policy Destroy Service
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...
Content Guru helps organisations to communicate better, enabling them to satisfy the increasing expectations of both customers and colleagues. Our innovative cloud-based technology reduces the cost an...
DialogTech, the combination of Ifbyphone and Mongoose Metrics, provides the only platform for end-to-end call attribution and conversion essential for data-driven marketers. DialogTech's platform solv...
Doxim is a provider of SaaS-based customer engagement solutions for credit unions, community banks and wealth management firms. Doxim’s Customer Engagement Platform helps financial institutions transf...