Honest Review of Oracle RightNow
December 15, 2013

Honest Review of Oracle RightNow

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Reseller

Software Version

RightNow

Overall Satisfaction with RightNow

Pros

  • Customer Centric User Interface
  • Multi-Channel Capabilities
  • Knowledge Base is excellent

Cons

  • Oracle is not investing in the product
  • Increase the sales capabilities of the product
  • Create better integrations into the Oracle products
  • Increased employee efficiency
  • Better Customer Service
RightNow is a very good product. It's not technically SaaS though they claim it to be. If they change the .net framework, and Oracle invests more into the functionality moving forward, I would recommend it higher. If Oracle Legal were easier to do business with, I would recommend it higher. However, if you're only looking for a powerful, but lightweight Knowledge Base, it's a very good solution.

Using RightNow

Sales and Customer Service, Admin.
  • Customer service improvement
  • Self-service
  • Increased efficiency
RightNow was a great company and product. When they were purchased by Oracle, that all changed. Higher prices, no new functionality, and worse customer support.

Evaluating RightNow and Competitors

Yes
  • Price
  • Product Features
  • Product Usability

RightNow Support

It's an arduous process to get a support ticket created and any and all updates.
ProsCons
Knowledgeable team
Poor followup
Problems left unsolved
Not kept informed
Slow Initial Response
Yes
No.

Using RightNow

It's a very customer friendly.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None

Comments

More Reviews of Oracle Fusion Service

  1. Home
  2. Help Desk Software
  3. Oracle Fusion Service Reviews
  4. User Review of Oracle Fusion Service