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We've now finished our pilot scheme with RightNow. Or should I say we've abandoned it.
Whilst we had a few gripes with the software and interfaces, the real reason is that through this pilot we have made quite a few observations...
1. most customers enquire via email, email is not handled that elegantly by ticketing systems.
2. most customers require some action on our part, so no "auto-answer" system will work.
3. integration with our own website and help system are paramount.
With that in mind no package on the planet will ever be able to meet our requirements as well as a custom one. So as part of our new website design we'll be including a support/ticket system.
If anyone has any specific questions drop me an email.
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