Knowledge-Pak Help Desk Self-Service 
Bringing self-service to the internal IT help desk is perhaps
the single most cost-effective extension of support services that
an organization can undertake. No other investment can expand the
scope of support services while at the same time decrease the
number of help desk contacts. Successful deployment of a self-service
portal requires a combination of managerial foresight and a planned
approach. A complete vision should include eventual deployment
of a suite of services that features one or more of the following:
a Knowledge Base, Remote Control, Self-Ticketing, Password Reset,
and, Live Chat and others. Companies that successfully deploy
a self-service capability will enjoy a significant improvement in
both end-user and support analyst satisfaction as well as a dramatic
overall cost savings.
The Economics of Self-Service
The financial benefits of self-service are compelling. Without some
form of unassisted service, all support is performed with phone
conversations or, perhaps, an email exchange. The costs of phone
support are well documented. In North America, for the median support
center, the cost averages about $25.00 for a First Level support
incident.
Without a self-service alternative, every call cost at least that
same $25.00; with RightAnswers' Knowledge-Paks deployed on the frontline,
the cost can drop to as little as $1.50 or less! Now, of course,
not every call can be resolved though self-service with a knowledgebase,
but when you can reduce the per incident cost by 95%, it does not
take long for a Knowledge-Pak investment to pay for itself.
 Getting Started
Getting the content right is what drives RightAnswers
to produce the best-known and most respected self-service
content in the industry. With over 100,000 solutions
covering more than 150 applications, we take the most
expensive part of self-service and turn it into an
automated service. We continually update our solutions
based upon the questions asked by customers in the
real world; we manage the content so you don't have
to.
RightAnswers' Knowledge-Paks for Self-Service
The key to self-service is thinking big and starting small. This
insures you have the vision of where self-service is going in your
organization but allows you to get started with controlled costs
and incremental benefits. Deploying a self-service portal for end-user
support is frequently no more expensive than a subscription to
Knowledge-Paks itself. Many organizations have an existing employee
portal with self-service capacity and most of RightAnswers partners
offer a no or low-cost self-service module as well.
Features & Benefits
 Over
100,000 "battle tested" solutions
Largest
independent source of technical support knowledge
Continually
updated by RightAnswers
RightAnswers monitors support questions and
automatically adds new solutions based upon the questions asked
"Right Size" your
Support Model
Match
the value of the questions to the cost of the solutions. No More "$25
answers to $0.50 questions"
Expand
the Scope of Support Services
24/7
support, access from home or while traveling; all for no additional
investment in support resources
Reduce
Call Volume
Save
as much as $25 per call every time an end-user finds a solution via
self-help and does not require a call to the help desk
Reduce
Help Desk Staff workload
Hardly anyone is adding staff these days
yet workloads always increase; self-service sheds load and creates
more capacity from existing staff
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