Sometimes customer service reps need a little help. Whether it’s a product line that is complex, diverse, just plain large or all three, answering customer concerns can at times be an overwhelming task, particularly for new reps. That’s where knowledge management comes in handy.
RightAnswers, a cloud-based knowledge management provider, has built an integration between RightAnswers Unified Knowledge Platform and NetSuite. It provides a powerful combination of CRM and knowledge management to NetSuite customers, which improves customer service by allowing customers to get correct answers to their questions more quickly and easily through web-based self-service. It also allows customer service organizations to provide greater consistency in support responses, reduces support costs by providing self-service and mobile access to customers, better equips agents to handle repeat occurrences of known issues, and prepares organizations to better handle company-wide business.
Tying RightAnswers knowledge management to NetSuite CRM+� is a natural step. Bringing customers and the teams that service them together with the accumulated knowledge of an organization makes things easier on everyone, boosting customer satisfaction and loyalty. Add NetSuite’s ERP to the mix, and customer service reps have access not only to the full RightAnswers Knowledge Management system from within the NetSuite customer record screen, but NetSuite’s comprehensive suite, bringing together financial, customer and commerce data can help them meet almost any customer request.