RightAnswers Review

PROS: Kudos to the person in charge of the learning session. She explained patiently how Right Answer works and how it can benefit our company, employees, and clients. The program's UI is easy to understand, so I don't see any problem like employees not adapting to the program quickly. The training program made me understand how to implement the platform across all departments. The learning session took a long time to finish, but the knowledge that I gained it worth the time.

CONS: I prefer the typical classroom setting because I could absorb the topics faster. However, I still learned a lot during the online session, so it's worth it.

PROS: I am glad that I decided to attend the workshop to see how Real Answers work. I was able to understand all the features and functionality up to the slightest detail. The facilitator was also very accommodating in answering my questions and clarifying stuff that I don't understand. We were given activities to help us realize the root cause and possible resolution to our team's issues daily.

CONS: None that I can think of right now. I want to focus more on the positive benefits that we are getting from using Right Answers. Also, it helps our team learn more things even though most of them are now working from home due to the pandemic. It's a good thing that we have a tool that keeps us updated with our workflows, policies, and processes.

PROS: I willingly joined the online classes that Michelle facilitated, and I gained a lot of information for three days. Honestly, it was a bit of information overload, so I have to give my 101% focus on the class. The teacher went out of her way to break the monotony by giving us some ice breakers in between.

CONS: Learning over the computer is very challenging for me because it lacks interaction. I sometimes get distracted, and I tend to fall asleep. Maybe because it’s not my cup of tea, so I guess I have to try harder.

PROS: This tool applies to many industries, especially for companies who are struggling to build and put their process altogether. Using RA as our knowledge platform is a brilliant business decision because it caters to all departments' needs from marketing, accounting, and customer service.

CONS: There are times that I try to explore the program in my spare time and find ways on how to add more information to make it more useful for our reps and SME’s out there. Unfortunately, there are some features that I could not customize, which makes me feel frustrated.

PROS: Our company is glad that we could find a partner that would support us in our needs to provide our people (employees) with the knowledge that they need to perform better and excellently serve their clients. There are moments wherein employees need instant answers, and we feel bad that we could not provide it for them. With the help of Right Answers, all the things they need would instantly appear right in front of their computer screens. We use it to gather feedback or suggestions from employees and other users. We do our best to cater to all the things that they need. Whether it's a process guide, a troubleshooting module, or an FAQ portion, we do our best to update them with all this information to have a better experience with our company.

CONS: Unfortunately, some people do not realize how lucky they are to be having access to Right Answers. I've noticed that a lot of people, especially general employees, take the tool for granted. Some even say that it's challenging to use; that is why they don't even bother to open it. I believe that Right Answers has more to offer because it's helped boost our CSAT scores.

PROS: Being a long-time user of this product has its perks; that is why we decided to stick with RA because of our department's benefits for the past few years. The features are so amazing and user friendly. It allows everyone to share and upload knowledge in the software for the benefit of all. Also, whenever we are having issues with the app, the support team is only one phone call away to assist you with anything. I also appreciate that they listen to our suggestions on how to improve the product.

CONS: I love everything about the product. I would not trade it for something else.

PROS: I am lucky to be working with a team of dedicated individuals who continually works hard to deliver excellent service to our clients. Whenever we need answers for complex issues, we don’t have to search for answers elsewhere. Right Answers can provide us with detailed explanations and even references, which makes us more confident in solving even the most complex issues we encounter from time to time.

CONS: Our company is not fond of shelling out money for software licensing fees which need to be renewed at a particular time. But the people behind Right Answers were so supportive and helpful that we decided to keep renewing our subscription because it's worth paying for.

PROS: It gives different departments the capability to upload their learning content.

CONS: Some features are we won’t be able to use at all. I guess that we have to ignore it.

PROS: I love that I have a smart design and content team that works together to make Right Answers a fruitful platform that employees across all departments can take advantage of. They are committed to working hard to make sure that the platform is filled continuously with updates and new learning tools for our people's benefit.

CONS: The complexity of the program configuration can be challenging for non-tech users. There is an available solution for every problem through training sessions and familiarity with the system.

PROS: I work in the BPO industry, and my role is critical to the success of each campaign. I take charge of all the learning materials that CSR’s, trainers, supervisors, and managers utilize to serve our clients better. Using Right Answers is advantageous to us because it allows us to conduct online learning that employees can take advantage of after their shifts. It also helps us find out the answers to the most challenging questions that are being asked by our front liners. The team behind Right Answers is very supportive. They never ceased to help me whenever I’m having issues with the platform. It's good to know that I feel valued at all times.

CONS: Handling the platform can be quite overwhelming at some times because I'm in charge of managing multiple campaigns. These people working on operations have endless questions, and it's my job to give them the right answers. I can compare RA to search engines, but it's still a work in progress in providing us with all the things we need to become the best in the industry.

PROS: Right Answers is so versatile that it is being used across all departments in the office. I love that we don't need to search for answers elsewhere anymore because you can find it in the portal. This tool's admin finds it easier to update the database with all the essential content needed to run smoothly.

CONS: I guess that RA admins should find a better way to manage its list of active users. We found out that the user access of employees that are no longer with us is still working. This can post as a security threat to our company, so it needs to be addressed right away.

PROS: For me, Right Answers is an all on one support platform that every organization needs to keep its employees empowered to solve problems on their own. I love how easy it is to customize the UI and the reports that help us analyze what areas need more improvement moving forward.

CONS: Requesting some upgrades or feature enhancements don’t come easy. It takes some time for the vendor to respond regarding these types of concerns. But support wise I can say that they’re really good and consistent.

PROS: Having a platform where we can store learning materials and guidelines has been a big help to all of our employees because they know where to find all the things that they need at work. Right Answers works like Google, where it has a search bar, and you can find the articles you're looking for by typing specific keywords. Since we started using Right Answers, I've noticed a significant improvement in FCR and QA.

CONS: We appreciate all the support and update that we are regularly getting from the management of Right Answers. However, I wish that they could find a better way to optimize uploading new information on the knowledge bank, which can be a cumbersome process not just for me but also for our SME’s and compliance officers. Many employees would like to share their knowledge with the team, but what hinders them from doing this is the step-by-step process they have to follow.

PROS: Getting in touch with Right Answers is the best solution to bridge the knowledge gap between our reps and clients. Several project managers attended the session and are more than happy to participate in the Platform rollout process. We are also thankful for Michelle for always being so accommodating and kind enough to answer all our questions.

CONS: We are on our way to implementing the system in the next few weeks, and I think it will work out smoothly.

PROS: Using RA helps build our knowledge and confidence. It allows employees to share their expertise via the platform.

CONS: The SD team needs to be more proactive in reaching out to us to solve issues faster.

PROS: One glance at the dashboards, and you know that things are well laid out for better accessibility for all users. I’m loving all the built-in features and the support that we are getting from the RA team.

CONS: They are not the best for customization, but I understand because there is no perfect program. New users would need to allot a little more learning time to familiarize themselves with how RA works and how it can benefit their day to day work.