Knowledge Management

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

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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.

There are four main elements that combine to form SmartService:

  1.  A “Knowledge 1st” mentality – recognizing knowledge as the fundamental building block of any support endeavor
  2.  Technology – advanced software tools, algorithms and processes for creating, managing and finding knowledge
  3.  Knowledge services – teaching best practices, mentoring and helping with knowledge authoring and enrichment
  4.  Analytics – for measuring the success of your knowledge initiative and identifying areas that can use improvement

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 knowledge base 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
  • Something You Know – password or PIN
  • Something You Have – token or smart card (two-factor authentication)
  • Something You Are – biometrics, such as a fingerprint (three-factor authentication)