Bomgar & RightAnswers
Knowledge Management and Remote Support:
Service Desk Best Practices
The RightAnswers Unified Knowledge Suite enables organizations to cost-effectively improve the productivity and efficiency of their end-users and support analysts while lowering the overall cost of support by:
- Providing a 24x7, online support channel
- Reducing calls to the help desk
- Improving first call resolution rates and minimizing call escalation
- Building an enterprise-specific library of solutions
The Unified Knowledge Suite provides a "personalized", knowledge-driven Self-Service environment that creates a level of intimacy between RightAnswers' innovative software, high-impact content, and value-added client and content services. The unique, end-to-end solution enables clients to leverage a dynamic and powerful Knowledge Base to improve the end-user support experience and increase support capacity while helping enterprises of all sizes meet their help desk business objectives.
Why RightAnswer Customers Choose Bomgar
Bomgar enables customers to take the logical next step in a self-service or assisted-service environment by adding best-of-breed remote desktop control, advanced diagnostic tools, and secure chat capabilities to the support portal, analyst portal and the service desk. When a proposed knowledgebase solution suggests or requires support representative assistance, Bomgar allows the service desk representative to remotely connect and resolve customer issues, all the while keeping track of the activity for compliance and audit, as well as further growth of the knowledgebase. A proven, scalable solution across enterprises large and small, Bomgar offers:
- On-demand remote support and end-user interaction solutions
- Secure chat for service desk customers
- Remote support for any OS (Win, Vista, Win Mobile, Mac, Linux)
- Simplified diagnosis and remediation of end-user support issues
- Complete session recording and update into multiple Service Desk offerings and back into the RightAnswers portal
- Centralized reporting and management
- Configurable workflows to ITIL-based processes
- Improved efficiency, availability and quality while assuring compliance