Pre-written, professional knowledge content for your support center
Having a comprehensive support knowledgebase can quickly cut costs for any support center. RightAnswers is the world's leading source of professionally authored knowledge for the support industry. RightAnswers' award-winning Knowledge-Paks are used in more than 7,000 support centers and they have over 1 million users. There are more than 150 knowledge bases on the world's most popular desktop computing packages. And now, they are available HEAT and GoldMine customers that require a knowledge base of information.

The RightAnswers knowledge bases will save you time and money by:

• Enabling true end-user self-service by allowing access to support knowledge that will quickly and easily solve their support problems, resulting in a reduction in the number of calls to the Help Desk.
• Reducing call duration by empowering analysts to quickly and efficiently guide their customers.
• Reducing escalation rates by giving first-level analysts the knowledge they need to solve more problems.
• Eliminating duplication of effort by providing a central repository of knowledge.
• Decreasing training time by providing knowledge for the latest releases of technology products.
• Increasing the quality of customer support.

The Knowledge-Paks
RightAnswers' Foundation Knowledge-Paks are the world's first and largest IT support knowledge base. When deployed within your support management infrastructure, your help desk has access to over 77,000 problem-resolutions for both your support analysts and end-users. The Knowledge-Paks cover titles from virtually every popular business application vendor, including Microsoft, Netscape, Novell, Corel, Lotus, Adobe and Symantec.

End User and Help Desk Technician Knowledge-Paks

• The Self-Service Library: Knowledge-Pak titles most applicable to end-user issues — containing problems that can typically be resolved by the user without outside help.
• The Support Analyst Library: Knowledge-Pak titles that empower support help desk analysts, engineers, power-users and end-users with the full range of technical problems/resolutions - from simple (desktop apps) to difficult (networking and operating systems).

What the Knowledge-Paks do for you

• Reduce Call Volume and Duration: Easy to understand solutions empower your end-users and support analysts to quickly and efficiently find solutions.
• Reduce Escalation Rates: Comprehensive knowledge available in a user-friendly format allows first level analysts to solve more problems.
• Reduce Training Time: We regularly update Knowledge-Paks with the latest product knowledge, reducing the time it takes analysts to get up to speed on new releases of popular business applications.
• Increase Support Quality: With Knowledge-Paks, you can quickly and consistently provide your customers with accurate solutions.