Answer the Most Commonly Asked Support Questions Instantly

When your customers have a problem, your business depends on them getting the answers they need fast. With the KnowledgeWright Support you can deliver the answers on your website, or in your software product (Professional License).

Better than Searching

The Support reasoning engine mimics the conversation your support reps have with customers. It can ask the same questions from the general problem area to the very specific, like error codes and option settings. The questions it asks are based on the customer's prior answers in order to find one or more solutions.

The solutions are presented to the user in a custom generated document and can include multiple sections such as a workaround, release in which the problem was fixed, etc. You can craft the solutions to match the level of your customers. Have a high-level conversation with someone who is new to your product, or a detailed technical conversation with an expert user.

Answer the Most Commonly Asked Questions

For most companies, support reps answers the same questions over and over. And much of the support burden is getting new customers up-to-speed. If you could quickly and easily answer these questions you would save a significant percent of your support costs.

Building and maintaining a knowledgebase of your most commonly asked questions provides a clear cost savings. It doesn't take too many times to have a support rep answer the same question to equal the cost of entering it into the knowledgebase.

Easy to Build, Easy to Maintain

The KnowledgeWright Workshop is a graphical environment for entering the most commonly asked questions and their solutions. It provides a compact, easy-to-use interface to organize, maintain and explore your knowledgebase.

KnowledgeWright Support makes it easy to organize your solutions according to the product, version and operating environment the problems appear in.

Fits Right Into Your Existing Documentation

If the answers to your customer's questions are already available in the product documentation or other technical documents, you can have the solutions in your knowledgebase direct them. There's no need to duplicate the same information in multiple places.

Fits Right Into Your Product

Your knowledgebase can be made available on the web with KnowledgeWright's ready-to-run web interfaces (Servlet and CGI). You can also embed your knowledgebase into your software product using our KnowledgeWright Interface (KWI). The KWI supports virtually any programming language or tool including C/C++, Java, Visual Basic and Delphi. Full, working source-code, prototypes are included with KnowledgeWright (Professional License).

Gather Information from Other Places Too

In addition to asking customers questions, your knowledgebases can query databases, files, servers, registry settings, program options and more. KnowledgeWright includes the ability to issue SQL queries so you can look up customer information, error messages, etc. It also allows the reasoning engine to gather "external facts". These facts can be settings in your program or the user's operating system.

On the web, these external facts could be querying mail or news servers to see if they are up. So, if a common question is my e-mail isn't working, your customers can check the knowledgebase on the web and instantly learn if the problem is in the server. Used in this manner, KnowledgeWright Support can take the spike out of the support load when a server or service goes down.

Take Action Too

Part of a KnowledgeWright solution is the ability to take actions. For example, if no solution can be found, all the information your customer entered about the problem can be immediately forwarded to tech support by e-mail. This gives your support rep a good start on identifying the problem, and prevents your customer from having to provide the same information over again.

When run within your software program, your knowledgebase can use "external actions" to repair the problem by fixing an environment variable or registry setting (Professional License).

Learn from Your Customers

KnowledgeWright records each conversation in a database for later analysis. You can learn what solutions are used most often. Then you can use this information to adjust what solutions need to be added.

Keep Your Customers Satisfied

Get started today with the KnowledgeWright. The product includes tutorials and samples to get you started. And, if you'd like some help, try our Quick Start. We'll start you off with a working prototype that you can finish with our expert technical support by your side.