What is most valuable?
Basically, it is a suite built for providing services; the ability to connect to the customers is a highlight here by making use of all communication modes. A meaningful interaction with the customer in order to gather the utmost possible information to provide better solution makes the difference here.
Features including Chat, Co-Browse, SLA, Social Monitor, Knowledge Base, Smart Assistant, etc., are found most valuable.
How has it helped my organization?
67% of consumers turn to a company's social media site for customer service. Social Monitoring does a perfect job here (by social media integration with Oracle RightNow).
What needs improvement?
- Customization of the client's branding establishment instead of the default Oracle brand signs (example: logo in the login Screen)
For how long have I used the solution?
I have used it for six months.
What was my experience with deployment of the solution?
We have had no issues with the deployment.
What do I think about the stability of the solution?
It is an absolutely stable product with no issues.
What do I think about the scalability of the solution?
It is definitely a scalable product.
How is customer service and technical support?
Customer service is 9/10. Technical Support
Technical support is 9/10.
Which solutions did we use previously?
This is my first experience working with a cloud CRM tool like Oracle RightNow.
How was the initial setup?
Initial setup was completely straightforward. Required interface- and site-level modifications can be done easily in the cloud portal with the help of Configuration Assistant.
What was our ROI?
Customers who enjoy a great customer experience actually pay 30% more on average for that experience. Great knowledge gathering and continuous requests to provide prolonged service are the ROI.
What other advice do I have?
The customer journey surrounds three experiences: "The Web Experience", "The Contact Centre Experience" and "The Social Experience". Oracle RightNow has given equal importance to these three, which overwhelmingly satisfies the customer.
Disclosure: My company has a business relationship with this vendor other than being a customer: We're CX Admins. Oracle Partners.
Mar 13 2017