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.
"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.
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Published: Wednesday, July 6, 2016
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