Call Recording Featured Article

There is a massive amount of data being generated every second of every day by consumers and organizations alike. For businesses this information provides great opportunities to learn how it affects their operations to understand their customers, the marketplace and their competitors. The launch of the new RightAnswers Community, a social customer service channel and social intranet tool for peer-to-peer support, will deliver customer service by leveraging their own knowledge within their community.

This social product takes advantage of resources that is readily available and continues to grow as more consumers interact with each other. The creator of this product, RightAnswers (News - Alert), provides knowledge management, web and mobile self-service and social knowledge software, which gives it a better understanding of customer engagement of today's digital consumer.

RightAnswers Community can be deployed as a standalone product or be integrated into the company's Web Self-Service. This allows it to make related knowledge base articles along with community discussions readily available when they are looking, browsing and posting questions for a particular product or service.

"Customers post questions and other customers contribute by answering them, with the answers vetted by the community. 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," said Simon Yelsky (News - Alert), VP Product Management & Presales, RightAnswers.

When a company chooses to deploy RightAnswers Community, it integrates with its Customer relationship management (CRM) or IT Service Management (ITSM) system to bring together all the channels of the organization and provide continuity to streamline the work of the customer service.

This platform empowers customers to quickly find the answers they need to a particular problem from their peers, knowing it has worked for similar issues. This means not having to call a contact center, which benefits both the customer and the company. The result is businesses can direct callers to the community, so they can handle more volume with the same number of support agents.

The RightAnswers Community solution lets members of the community answer each other's questions and up or down votes on answers, which will ensure the most accurate and up-to-date information is posted. If a particular question is not answered, integration with the Agent Portal can alert support agents so they can answer all questions as soon as possible.

Businesses can also use this information to increase customer engagement, as well as getting ideas on improving product and services directly from the people they serve.