RightNow Focuses on Customers
RightNow's eService Center enables solid self-help, but administration isn't easy.If your main concern is providing a customer self-service application, it stands to reason that you would want very good usability on the customer side. And this is the area where eWeek Labs found the main strength of RightNow Technologies Inc.s eService Center, which provides a customer self-service interface that not only makes it easy to find answers but also to manage responses and updates to information. Using eService Centers intuitive browser-based interface, users can ask questions, search for answers, provide feedback on the quality of the answers, receive updates and even build a personalized support page (
However, although users benefit from a great interface, the support people who will be using eService Center are not so fortunate. The browser-based management interface for eService Center is needlessly complex, especially in comparison with the management interface of competing products, such as KnowledgeBase Solutions Inc.s KnowledgeBase.net (see Labs Case Study). Many tasks require multiple steps that arent always intuitive, and when it comes to top-level administration tasks, the interface gets even more complex.