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Project: Online Answers Knowledge Base
SSA Relies on the Cloud to Run SOASK Online FAQ Service
The Challenge
SSA receives millions of inquiries each year and needed to streamline their response plan by adding online self-service access to information.
The Solution
Developed an Online Answers Knowledge base (SOASK) using RightNow technology. SOASK provides an FAQ option for online inquiries.
Projected Results
- Nearly 99% of 25M web self-service sessions handled without agent intervention.
- Largest work year savings over any other eService.
- Highly scalable to meet peak traffic loads without needing additional infrastructure.
- Knowledge base is easily kept up-to-date.