RightAnswers

Right Answers


4 / 5
4 reviews

Who Uses This Software?

Companies using ITSM and/or CRM solutions supporting complex processes.


Average Ratings

4 Reviews

  • 4 / 5
    Overall

  • 3 / 5
    Ease of Use

  • 3.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • RightAnswers
  • www.rightanswers.com
  • Founded 2001
  • United States

About Right Answers

RightAnswers is a unique combination of software, knowledge, automation & services designed to help organizations manage/share knowledge to provide an enhanced user experience. The platform, delivered via the Cloud or on-premise, allows you to build a more efficient service organization and deliver knowledge from throughout your enterprise to your end-users by combining powerful search, user-friendly interfaces, self-service & best practices. * KCS Verified * Pink Elephant ITIL Certified


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Right Answers Features

  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning

Right Answers Reviews Recently Reviewed!


Capterra loader

UI is out of date and reporting is limited but gets the job done. This is the best we have had yet

Dec 19, 2017
4/5
Overall

2 / 5
Ease of Use

2 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Reps and customers find what they are looking for so deflections and TTR positively impacted.

They are implementing gamification

Integrates with NetSuite!

Many customers rave about how they find the answers every year at our user conference.

Cons: Reporting is very limited as the web interface doesn't allow for access to additional fields even in the detailed usage.

The UI for reporting is also outdated. Links to links with limited filtering - you kinda have to have an idea of what you are looking for

Overall: Our deflection rate has increased over our previous solution. And our rep sharing has increased too

A KM solution that our support teams want to use!

Aug 04, 2017
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use for a KCS organization. Each of the UFFA actions (Use it, find it, flag it, add it) are all always within 2 clicks. The UI is very intuitive and promotes engagement

Cons: Training material and videos tend to be outdated or for previous versions. There is an online support portal which is useful but the community is very inactive. We end up contacting support by telephone when we have questions.

Overall: Increased KCS adoption and self service deflection

RightAnswers leaves a lot to be desired

Apr 21, 2017
2/5
Overall

1 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

2 / 5
Value for Money

Pros: very feature rich

Cons: UI and UX from the 2000's

Poor support

No community to help with implementation. Very few people are actually using this product vs other competitors.

Overall: - Super old UI with zero care for the users experience

- Does not have the ease of use of more modern wiki style solutions like confluence or quip

- Good at storing massive amounts of articles that have a very rigid format and structure

- Bad at capturing knowledge from teams and making it discoverable / collaborative

- Overall, save your money and pick a more common software platform. There is a reason when you google rightanswers virtually no info comes up (because no one uses them and those who do dont care enough to write anything good about them)

Recommendations to other buyers: Save your money, they are not worth a dime and cost us tens of thousands of dollars between the software itself and the employee time wasted trying to implement this junk.

I am Director of the End-User Computing and we are using this software for improving our support pro

Apr 30, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: One of the best Knowledge Management tools if you are looking to build a consistent knowledge hub and integrate it into the various applications and to make it available to various support teams.