RightAnswers Introduces Knowledge Gamification to Improve Customer Service

PRESS RELEASE: RightAnswers, Inc., the #1 provider of cloud-based knowledge management software and services for delivering SmartService™, offers in its latest release out-of-the-box gamification to enhance enterprise knowledge and improve customer service by driving the right behaviours.

Companies with disengaged employees provide poor customer service experiences, while those with an engaged workforce improve business performance by 240% (Gallup, 2014). Gamification is growing in business applications as a way to engage and motivate. Gartner predicts that 40% of Global 1000 organizations will use gamification as the primary mechanism to transform business operations, and by 2017, gamification will be one of three key feature sets that dominate all new user-facing applications (Gartner, 2013).

“Gamification is an effective way to change behavior. It challenges employees to raise their game and perform better,” explained Simon Yelsky, Vice President Product Management and Marketing, RightAnswers. “Personal achievement and peer recognition are strong motivators. People want to be perceived as proficient at their jobs.”

RightAnswers gamification propels customer service agents to contribute to the knowledge and improve the quality of the knowledge, resulting in an up-to-date knowledgebase that can better resolve customer issues. Companies using gamification assign points to behaviors they want to promote, such as creating or updating a knowledge article, sharing knowledge with peers, authoring an article that was found helpful by others, using social forums, and so on. Each agent’s dashboard shows that agent’s score as well as the highest score among all agents, for an element of competition.

Gamification is used in customer service and support to:

  • Accelerate adoption of the knowledge initiative
  • Motivate agents to create new knowledge and update existing knowledge
  • Drive agents to use social channels for peer-to-peer support

RightAnswers provides “games” out-of-the-box for three different audiences – agents, authors and self-service users – with the ability to assign users and teams, define goals, set points and track progress. RightAnswers tracks 12 different knowledge related activities that can be selected for any new games clients create. RightAnswers Client Success team guides you on gamification best practices and game setup.