RightAnswers Powers Virgin Digital Help

Recently, Virgin announced the launch of Virgin Digital Help – a new service that promises to “fix Britain’s technology problems with a mixture of downloadable tools, call centres, online help and even home visits.”

As part of this launch, Virgin also announced that it has selected Sutherland Global Services to provide a state-of-the-art technology platform for its new Virgin Digital Help service. This technology platform enables Virgin to provide around-the-clock, around-the-world assistance and support for a variety of digital services.

This is where we come in. RightAnswers has partnered with Sutherland to assist them with this consumer service that is focused around providing support for home users. Sutherland is utilizing RightAnswers’ standard content to provide a knowledge environment for its end-users. As users come to the site to access Virgin Digital Help, RightAnswers is providing the back-end search and knowledge functionality.

At RightAnswers, we know that having the “right” solution content in your knowledge base is critical to any knowledge management strategy. That is why Sutherland is also utilizing the RightAnswers Solution Manager – an effective, easy-to-use vehicle to help manage your knowledge base by creating new “company-specific” knowledge articles.

Richard Branson, founder of Virgin Group, says: “At Virgin we’ve made it our mission to always step in when we feel like people are getting a raw deal. Virgin Digital Help will do exactly that with bells on! Digital products are fantastic but the industry, as a whole, has done very little to support consumers when they get back home and try to make it all work.”

Mr. Branson speaks more about the new Virgin Digital Help service here: http://www.youtube.com/watch?v=nQEUt1sksC4

We agree with Mr. Branson’s assessment, and we have always believed that customer support is more than a one step process. At RightAnswers, we have seen a convergence of support needs for consumers and workplace users. This is where RightAnswers technology can be leveraged effectively – we focus on the continuous improvement of knowledge and we work with clients to create, manage and support their content on an ongoing basis.

Our partnership with Sutherland is another great application of how knowledge base solutions must be the foundation to ensure productive help desk and self-service operations.