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.

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

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.

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 The UI for reporting is also outdated.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

- 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)

very feature rich

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.

Increased KCS adoption and self service deflection

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

Training material and videos tend to be outdated or for previous versions.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.