RightNow CRM Suite
Answer Management
When you choose RightNow Service™, you’re investing in a powerful CRM software system containing a knowledge base to drive consistent, timely responses to customer inquiries across email, web, phone, and live chat. But—business changes. Constantly. Answer management makes it easy for content experts to update business information and advise customers or internal staff that new information is available. It also helps content owners review activity and easily modify or add answers or change answer navigation to optimize the customer experience. Ensure that your content experts keep information timely and maintain the vitality and relevance of your knowledge base with answer management.
Answer Management
Works with this RightNow application:
- RightNow Service
What Is The Answer Management Module?
Agents and customers rely on RightNow’s self-learning knowledge base for the most timely answers to their questions. Your knowledge base is as dynamic as your business with answer management, a powerful component of RightNow Service, our multi-channel call center solutions software. With answer management, internal content experts can easily update and modify answers, and share the updates with internal and external stakeholders. They can also periodically assess all answers relating to a given content area and make the choice to eliminate, edit, or combine answers for a fresh take on new business circumstances. In fact, with answer management, the answers in your knowledge base will stay so fresh they are stamped with a freshness date.
A lot of relevant information is in the form of “tribal knowledge”—existing only in the heads of your experienced customer service staff. For this reason, answer management provides the ability for specified users to “propose” answers. These proposed answers can then become part of the approval workflow of your content experts.
Using an intuitive HTML editor, content experts can not only quickly create or modify answers, but also attach files or embed links to external content. All links within an answer can be easily validated with a single click, ensuring accessibility and improving efficiency of content management. In addition, answers can be categorized and recategorized as business conditions warrant. If an internal review is needed before new answers should be posted, business rules within answer management make it easy to solicit input and gain approval. Tools for answer navigation and search engine details help ensure each knowledge base answer gets appropriate exposure. And because your business may be globally dispersed, RightNow’s knowledge base is available in 33 languages and dialects, more than any other CRM software vendor.
Too much information can overwhelm both agents and customers. And old information can be worse than no information at all. Answer management makes it easy to update, organize, and simplify your information ecosystem, helping you to maximize your return on investment while providing a superior customer experience.
Greg Gianforte