Company Description

RightAnswers is a Knowledge Service Provider (KSP) and the recognized leader in the technical support knowledge base market. The company pioneered the concept of the Knowledge-Enabled support center by introducing the first commercially available knowledge base in 1991. Since then, the RightAnswers' Knowledge-Pak® brand continues to set the standard for technical support knowledge bases.

Just as an Application Service Provider hosts Applications, RightAnswers, as a Knowledge Service Provider, hosts Knowledge, offering hundreds of thousands of solutions to more than 150 off-the-shelf applications. The company also provides customer- specific knowledge, which spans from custom-built Frequently Asked Questions hosted on a private Knowledge-Paks Online channel, to Knowledge-Paks authored for completely proprietary applications.

As a Knowledge Service Provider, RightAnswers provides its customers with access to a comprehensive support knowledge base, continuously updated through RightAnswers’ unique Knowledge Cycle. The Knowledge Cycle aggregates questions from thousands of support centers around the globe on a regular basis, providing RightAnswers' Knowledge Architects with a steady flow of information about the questions that are most frequently asked. This feedback, coupled with the active authoring of solutions to anticipated problems, delivers an unmatched depth and breadth of knowledge to RightAnswers’ customers. No other organization delivers more accurate, current and relevant content to as many support professionals worldwide as RightAnswers. Ultimately, this allows RightAnswers’ customers to reduce organizational support costs, while radically improving end-user satisfaction.

Product Description

RightAnswers’ Knowledge-Paks are technical support knowledge bases containing hundreds of thousands of technical solutions that cover more than 150 of the world's most popular desktop computing applications. Knowledge-Pak content is accessed directly from within a customer’s existing support infrastructure, so support agents can access the answers they need without ever leaving their current support or knowledge management interface. RightAnswers offers a Support Analyst library, for use by support agents and technicians, and a separate Self-Service library, for access by customers and end-users. Knowledge-Paks are continually updated using information obtained via the Knowledge Cycle, a unique process that ensures that RightAnswers is always creating both relevant and accurate solutions for its customers.