Upland RightAnswers AI Knowledge Platform for Enterprise
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RA and the use of knowledge
What do you like best about the product?
the ability to add documents that are only for my company.
What do you dislike about the product?
not having the needed api's for our ITSM product
What problems is the product solving and how is that benefiting you?
the ability of tech to have the access of knowledge and the ability to FCR
Recommendations to others considering the product:
none good or bad, it does what is required.
Knowledge Management made easy
What do you like best about the product?
We've been working with Upland RightAnswers for several years and absolutely love what the tool has to offer. With seemingly endless features (some of which we have yet to even tap into), it is never been easier to create and maintain knowledge. The support team is super easy to work with and is extremely responsive. They've been able to resolve almost all of our issues/concerns and have also built in some of our company's suggestions into future releases. Whether it's training, customization requests, or problem solving, Upland RightAnswers has you covered!
What do you dislike about the product?
There is nothing that I dislike with Upland RightAnswers.
What problems is the product solving and how is that benefiting you?
Our company supports over 2,000 products and we use RA to build out an expansive knowledge base for both our customers and internal Help Desk. With regular upgrades to RA, they continue to roll out new features that we can use to ensure our customers/Help Desk are able to find and use the resources needed to resolve issues and questions. There is also a vast collection of reports that we use to identify trends and opportunities in the knowledge space.
Recommendations to others considering the product:
I would highly recommend looking into seeing if RightAnswers would be a fit for you. Look into their products, meet with them to discuss options, test their tools out. The chances are high that Upland RightAnswers would be able to meet your needs.
RightAnswers quadrupled our self-service score!
What do you like best about the product?
Besides being KCS verified, RightAnswers is easy to use and is highly customizable. After training my staff on how to use the Solution Manager and Agent Portal I rarely need to conduct further training. It's intuitive and works for both non-technical and technical staff in terms of code editing and general formatting.
What do you dislike about the product?
I've enjoyed my experience thus far. A minor nerd annoyance has been when we need to inject specific scripts for CSS or jQuery (to spruce up table sorting or the like) and finding that some HTML elements are stripped out.
What problems is the product solving and how is that benefiting you?
RightAnswers provides a robust knowledge base solution that allows for author workflow and immediate publishing. As with most companies we are seeking to implement cost-effective self-service products to delight our customers and RightAnswers meets those expectations.
Recommendations to others considering the product:
RightAnswers provides a customized platform that will most certainly meet your business needs!
Powerful Knowledge Management platform (and it's KCS verified!)
What do you like best about the product?
There are quite a few points to note after working with the Upland team for a little over a year now. Their team is very knowledgeable about their tool and at guiding and advising their clients on best practices and specifics for their unique environment. The assistance of Support, our Customer Success Manager, and Technical Advisor has been invaluable in our KCS adoption using RightAnswers. The Community portal is packed with resources for someone new to using RightAnswers and the support team promptly handles any submitted requests or ensures the appropriate person follows up QUICKLY! All elements of the tool internal and external are managed through portals fully customizable to the specific needs of the organization. The reporting and analytics console built-in are fantastic as well. If you're looking for a powerful, all-inclusive Knowledge Management technology solution with stellar support, RightAnswers is your pick.
What do you dislike about the product?
No downsides or cons with RightAnswers to state as we've celebrated our 1 year RightAnswers anniversary as a customer!
What problems is the product solving and how is that benefiting you?
Adopting the KCS methodology was a massive workflow shift for our organization in an attempt to better centralize, maintain, and reap the benefits Knowledge can have. Having one centralized system to streamline the sharing of information for internal and external users is exciting.
Top Tier Knowledge Management Tool
What do you like best about the product?
Besides the comprehensive feature pack and thoughtfully laid out UI, working with the staff at Upland is what makes the difference. When they say they aim for 100% satisfaction, they mean it and will do whatever it takes to get it right! I have used several KM systems and this one is by far the best!!
What do you dislike about the product?
In the past 3 years, I have yet to have an unpleasant experience...
What problems is the product solving and how is that benefiting you?
With the help of Upland and the RightAnswers team, we are changing our corporate culture to view KM as a core pillar that drives success. Whether in our call centers, management departments, or client care organization, RightAnswers has proven to be a powerful resource for all! The user experience is continually evolving to meet the needs of our business, and for the first time we have identified a drastic reduction in our call center's average handle times related directly to changes made to the KMS. These UI/UX changes resulted in a huge cost savings to our bottom line. The result is an annual return on investment far beyond the expense of the tool itself. What more could anyone ask for?
Recommendations to others considering the product:
Let them show you how they can improve your current situation!
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