Upland RightAnswers AI Knowledge Platform for Enterprise
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Excellent Service at Uplands RigthAnswers
What do you like best about the product?
Ease of Use, Integrates with other sofrware products, excellent Customer Relations, excellent Support services,
What do you dislike about the product?
I honestly can't say anything negative. Always a positive experience
What problems is the product solving and how is that benefiting you?
We needed a Knowledge base for our Help Desks to use and RightAnswers was a good fit. Smooth Implementation. Ease of use.
Helps drive continuous improvement and present flexible, proactive, timely content to our customers
What do you like best about the product?
RightAnswers' product is fast, responsive and flexible to our needs. We use it to provide service across thousands of customers 24/7. In practice it's been robust, effective and easy to use - vastly reducing support demand coming through traditional channels, and enabling us to provide value-add for our customers. Support from RightAnswers has been proactive and timely throughout our relationship, and always professional yet friendly. Highly recommended.
What do you dislike about the product?
Ideally I'd like even more flexibility in the product, although in fairness it is continually evolving and improving through regular updates.
What problems is the product solving and how is that benefiting you?
Significant reduction / elimination of traditional ticket-based support demand ("shift left")
Improved customer experience
Attractive, proactive content presentation to the business
24/7 availability across multiple devices
Improved customer experience
Attractive, proactive content presentation to the business
24/7 availability across multiple devices
Great Customer Support and Ease of Use
What do you like best about the product?
RightAnswers is great to use, once it is implimented. The admin console is intuative, easy to learn, and easy to use overall. Customer support is excellent, CSMs are quick to respond to any issues.
What do you dislike about the product?
Sometimes development requests take a considerable amount of time to impliment.
What problems is the product solving and how is that benefiting you?
The ability to silo different knowledge bases, in one program is a huge benefit for the work that I do. I work with technicians that are servicing multiple clients, and it is of the utomost importance that the KB for 1 client, be seperated from another client. This is also true for our technicians, being able to silo documentation for individual clients, helps our technicians find the best solutions, taylored specifically for that client quickly.
We love partnering with Upland RightAnswers!
What do you like best about the product?
- Outstanding customer and product support teams.
- APIs for modern "headless" web application support needs.
- The RightAnswers team is very open to building product enhancements and bug fixes with our teams.
- Modern content management solutions.
- APIs for modern "headless" web application support needs.
- The RightAnswers team is very open to building product enhancements and bug fixes with our teams.
- Modern content management solutions.
What do you dislike about the product?
- The User Interface (UI) of the RightAnswers portal (frontend) could be updated, which I know they are already working to modernize.
What problems is the product solving and how is that benefiting you?
RightAnswers powers our internal knowledge base as well as Help Center for our customers. This allows our employees to consistently and confidently resolve our customer's questions. It also allows our customers to self-service via our Help Center.
The Gold standard of KM applications
What do you like best about the product?
There are so many great things to mention about this product. I love working with the Upland staff, who always deliver as promised. I really like how RightAnswers positions itself as an enterprise search solution at scale. Organizations who value knowledge management and leverage RightAnswers as their technology will also transform rapidly in the AI world to come.
What do you dislike about the product?
While support for RightAnswers has improved over time, additional staff may be needed to keep up with the rate at which the customer base it growing.
What problems is the product solving and how is that benefiting you?
RightAnswers helps to solve several enterprise problems. For example, RA helps to keep documentation compliant when using the built in or custom workflows. The application benefits our user base by providing accurate information at the right time. RA is easy to configure and navigate. This removes the dependancy on the vendor for us to execute plans as needed.
Great tool for creating and maintaining our knowledge content
What do you like best about the product?
Features that allow us to easily maintain our knowledge base content so that it is relevant, accurate and searchable.
What do you dislike about the product?
Not easy to integrate with some of our other applications.
What problems is the product solving and how is that benefiting you?
We have achieved great self service scores and first call resolution.
Mature, feature rich, continuously improving, KCS v6 Verified
What do you like best about the product?
Great support for Knowledge-Centered Service methodology, superior/tunable search, excellent features like decision trees, 3 major feature releases a year which have included our RFEs, great vendor to work with.
What do you dislike about the product?
We have encountered several bugs, some of which have taken considerable effort in working with support to resolve.
What problems is the product solving and how is that benefiting you?
Effective knowledge management capabilities, including customer self-service.
Worst
What do you like best about the product?
Content is the worst thing no proper information to enhance the knowledge around subject
What do you dislike about the product?
I do have any complaints about it. It is not as per expected
What problems is the product solving and how is that benefiting you?
Gaining knowledge around subject
Exceptional
What do you like best about the product?
International service and how great the company assit with getting what is needed.
What do you dislike about the product?
Would love responses in a more ti ely manner.
What problems is the product solving and how is that benefiting you?
The accurate information that is gain and there is no need to second guess information provided.
Recommendations to others considering the product:
Cumputer games information.
Michelle was a delightful teacher!
What do you like best about the product?
The (online) course was jam-packed with information over the course of the 3 days. And while it felt at times like it was wayyy too much, each day I came away with a huge understanding. The stories and anecdotes that Michelle shared made the whole thing very real and easy to process.
What do you dislike about the product?
It's hard to sit in a webinar where you can't see faces for 3 days. Learning online is not my ideal way to learn and I found myself zoning out every now and again and having to refocus myself.
What problems is the product solving and how is that benefiting you?
We're learning how to use KCS at our company. We've been practicing the basics of KCS for a year now but we've learned so much more than we ever thought possible and we're so excited to see how it transforms our customer service!
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