RightAnswer's Knowledge Paks (does anyone subscribe)

[daurkin]

RightAnswers has been trying to sell us their product to take place as our knowledge base. The interface and integration looked nice but they didn't demo good examples of problems and solutions. More of just Help Menu style How-To's.

I'm looking for feedback of companies that implemented a self-service module for customers (level 0 support) to help them selve. Did it work as visioned? What were some of the obsticles? If you have customers that didn't use the resources provided to them before, did the buy off using Get Answers and knowledge paks?

Any feedback is great.

[rmillm1]

Our HD uses right answers to provide users with First Call resolution to how to questions. We take the Knowdge and load it into ServiceCenter IR when a user calls the person opening the ticket can search the KPAK via IR and then either talk the user through the answer or cut/paste and email the solution to the user.