Oracle Service Cloudの評判・口コミ 全4件

What do you dislike?

The social aspects of the platform are difficult to sell into many valuable verticals, i.e. Pharma, Life Science, etc.

What do you like best?

The internal help platform allows company employees to answer one another's questions in a timely manner.

What do you dislike?

The lack of focus on the 'contact', my customer. They just couldn't understand why I needed a "contact merge" tool. (really?) The contact was like a bastard child. I never understood that. The whole multi-language piece is cluster truck. Again, they just didn't understand how the end-user was going to use this, especially if I didn't have CRM managers in each language.

What do you like best?

The early funny ones...seriously, the early days. Greg Gianforte actually came to Polaroid back in 2000 to assist us in writing 'business rules' which were new to the product at that time. It was a smaller team and the CRM worked like it was created by one company. As they grew, the software worked as if different departments were writing code and never speaking to each other.

Recommendations to others considering the product

It's a powerful tool, but it has many issues that will probably never get resolved. I would say to look around. I am extremely happy using Parature CRM at ZINK Imaging. An amazing easy-to-use solution. I choose it after reviewing RNT and SalesForce. (Don't even get me started on SalesForce and their sales team...)

What do you like best?

The RightNow Cloud Service offer a wide range of tools for all possible service approaches.

You can implement features from live-chat to hosted self-service pages in all possible languages.

Recommendations to others considering the product

This system only makes sense if you ar going all-in.

You need a detailed and clear plan of what you want to achieve. Make sure you have the money to hire an dedicated admin for this entire system, in addition to the support Oracle offers.

What do you like best?

We liked what we were sold窶ｦ the vision of a top-of-the line community platform. Social monitoring. Gamification. Customer interaction. Input on product development / innovation. It all sounded great. The product management team in Boulder was great. Account management started off great.

Recommendations to others considering the product

It might be the ideal solution for you, it just didn窶冲 work for me. I窶囘 recommend that the features you窶决e sold on are worked into the SLA. Also, make sure to include an acceptable page load time into your agreement as well.

What do you like best?

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it later is a bonus. There is plenty in the way of analytics to get you started. The depth of reporting can be quite crazy, so you will need someone with a good SQL understanding to get the most out of it. But it can far exceed any cloud based offering. If you have a good web team, then the customer portal can be configured in just about any way you prefer.

Recommendations to others considering the product

Not sure I would agree this is a cloud service since the main client is installed on the agents PC. But the data can be hosted with RightNow and that is a plus. They have made great strides in the software since i started using it long ago. It looks better, is easier to use, and hopefully Oracle does not take over to heavily and push it in the wrong direction.

We evaluate other packages when we can and I have seen quite a few options. Most cloud based services are for small to medium businesses. The analytics is limited and the configuration is minimal. I have also seen that most of what you can find on the internet for CRM packages are geared towards sales and marketing. Many have either lost or ignored the service part. This is not the case with Rightnow. They are mainly the service part. The marketing side is much improved, and you can use RightNow for sales if want to devote the time for setup and configuration. It's strong at service and if you want to keep customers then you need good service. Rightnow can be as strong as your willing to make it.

What do you like best?

As a workflow management & tracking tool, RightNow CX exceeds our expectations. We have begun utilizing Chat & Customer Portal functionality a little over a year ago and plan to expand this. This product fits well into our user environment & allows customization to meet the needs of our various user groups. Reporting is excellent and allows us to be as granular or as high level as we need to be.

Recommendations to others considering the product

I would absolutely recommend this product to others considering it. There are some parts of this product that other organizations could take better adavantage of than we do too!

What do you like best?

We implemented RightNow prior to Salesforce, so from a cusomter service perspective, it worked great. Our PIC agents were abot to take calls and track them and assign to proper business units with ease. No real headaches.

Recommendations to others considering the product

If you are using Salesforce, then stay away and go with something that integrates a lot easier. if you are using Oracle CRM, then this is the right decision for cusomter service.

What do you like best?

Very quick to set up and very user friendly. Very very rich 'out of the box' Customer Service functionality - incident creation, queues, agent allocation etc. Probably the most feature-rich customer service app I have worked with. Also quite impressive email marketing functionality included. Powerful knowledge-base functionality.

Recommendations to others considering the product

If you have Customer Service specific requirements then RightNow is well worth looking at.