CIOREVIEW >> Customer Experience Management >>

RightAnswers Improves Customer Experience with Online Knowledge Assistance

By CIOReview | Tuesday, August 18, 2015

FREMONT, CA: RightAnswers, a provider of cloud-based knowledge management solutions, launches Knowledge Spotlight to improve customer experience by providing immediate access to knowledge customers need, in the context of what they are doing in an application or website.

Knowledge Spotlight saves customers time and effort by eliminating the need to call an agent or navigate to a separate self-service portal to look for answers to their queries. By providing an online help, it reduces organizations’ expenses involved in managing a contact center.

The software addresses difficulties faced by customers to the Support and Product Development team to help them work accordingly for resolving the issue. All Knowledge Spotlight activity is included in RightAnswers reports to provide insight on user behavior and the metrics that enterprises need to manage their knowledge strategy. For further improvement of the knowledge, the software will take customer feedbacks on how helpful the service was to them.

“Giving users instant access to solutions as they are interacting with your online applications or site brings self-service straight to the user. People get answers faster and they’re always in context, providing a great customer experience,” says Simon Yelsky, Vice President Product Management and Marketing, RightAnswers.