TrustRadius
Oracle Service Cloud Review 32 of 33
Oracle Service Cloud: "Honest Review of Oracle RightNow"
https://www.trustradius.com/help-deskOracle Service CloudUnspecified8.2149101
No photo available
December 15, 2013

Oracle Service Cloud: "Honest Review of Oracle RightNow"

Score 6 out of 101
Vetted Review
Reseller
Review Source

Software Version
RightNow

Overall Satisfaction with RightNow

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

  • 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

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