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Increase Support Capacity |
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| RightAnswers Support Analyst provides a “personalized” portal environment that promotes Analyst collaboration and provides the resources necessary to maximize analyst efficiency and effectiveness. It provides both simple and advanced browse/search capabilities and is specifically designed for First-Level analysts to quickly and easily access a robust Knowledge Base, thereby increasing First Call Resolution rates and reducing call escalations. This, in turn, enables Second Level analysts to concentrate on resolving more “level appropriate” incidents. |
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| For example, one current RightAnswers client deployed RightAnswers Support Analyst to their 20 First- and Second-Level Analysts that support over 20,000 end-users. And, for the first time in nine years, they have not needed to add resources to continue providing the high-level of support that their end-users have come to expect! |
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Also, by utilizing RightAnswers Support Analyst, analysts can access up-to-date statistics on the most helpful solutions, navigate to other support site links, access key RSS feeds and have the ability to monitor current statistics of the self-service portal. |
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