All-in-one customer support suite
4.7/5 (29 reviews)UseResponse is an all-in-one social CRM, help center, communication platform, customer service tool and customer support platform designed for use by any type of company and community. UseResponse can be used by any organization - whether it produces goods, provides a service or is non-profit - to hear customers opinions & feedback in order to improve.
UseResponse is designed for support agents & customers and enables companies to understand their customers and their customers' opinions of the products and services on offer. Using a ticketing system, ideas bank & organized online documentation, UseResponse enables users to ask questions, report problems and leave votes, which in turn allows companies to collect feedback, suggestions and constructive criticism.
UseResponse enables organizations to provide support to customers in an effective and different way. With open code, UseResponse is fully customizable to the organization too. They can organize communities, gather feedback and gain customers' loyalty with the help of different responses to ideas, problems and questions. Organizations can interact with users & customers and listen to their feedback to ultimately enhance their product or service.
Pros
Right now my favorite feature is the 'inline' FAQ whereby I can add a 'What's This?' icon anywhere on my site which then pops up the UseResponse widget with an FAQ related to the user's current asset. This is fully integrated to the support system allowing me to both inform users of features interactively and allow for extended/related answers and even customer support.
I tested a number of popular/leading competing services and found UseResponse to be the most comprehensive and easy to use of all of them and the price is decidedly right. For me the final deciding factor was that a company that creates customer support software in fact provides superior customer support too. I was able to learn about and set up all the features I needed with direct and caring support.
I don't often 'gush' about software (actually usually I gripe :) ) but UseResponse IMHO deserves it.
Cons
So far not much. The only feature I'd love to include is the ability for FAQ/Articles to link to other articles inside the widget. Right now you are limited to either the sidebar of related articles (which keeps you in the widget) or adding a hyperlink to an artcile which opens a new browser window. I"m told they are working on that too though so that would leave me with nothing to complain about.
UseResponse has proved to be one of the Best decisions we undertook. We were looking for an All-in-One Solution to enable us to manage Our Customer Support Solutions, and UseResponse turned out simply great.
We used the Trial version, and got Our Team to test every aspect of the system, and were very happy with the outcome and Information gathered were thoroughly analysed and formed part of Our decision to upgrade.
The System interface is highly customisable to Our needs, and it's easier for Our Team to use Its Self-Service Community integration to Gather ideas, Topic Voting, aggregate Problems, Questions, provide support with this great customer feedback software, help desk ticketing system packed in one simple solution.
Digging deeper, we utilised the Help Desk Analytics Tools (HDAT) to measure Support Agents Performance.
One other great feature is the Intelligent Ticket Processing (ITP) and the ease with which All requests aggregated in one inbox from different support channels.
I will highly recommend anyone whose Business is looking for a seamless Combination of Help Desk + Multilingual Knowledge Base Features and API integration and Mobile ready (IOS and Android integration).
Throughout the integration Process, the UseResponse Team were of immense support. Their Customer Support Team is great.
UseResponse is Value for money.
Pros
Unique feedback system
Social Integration
Content analysing
Multi lingual knowledge bases
Unified Agents interface for all platforms
Fast customer support and problem-solving
Unique feedback system
Ticket merge
Restful API, IOS, Android integration
Several Feedback sources: community portal, embedded widget
Ease of Installation
Only positive experience. UseResponse is on of tools that works perfectly for our use-case and I may only recommend it.
Pros
Very nice complex software that cover almost all needs our team has. Support email ticketing system and help desk software for collecting ideas and public support.
Together with self-hosting system with possible CSS customization, ideal tool.
Because of self-hosting solution, we from time to time face minor issues with functionality, fortunately support of UseResponse team is excellent and issues are almost instantly solved.
Cons
No cons at all. Pricing is average in softwares of this category.
Customer community visibility of ideas and issues is the key problem we solved. Previously these were all dealt with, but were invisible to customer, leading to dissatification
Pros
Easy to set up
Easy for end-users
Configurable and extendable and functionality growing all the time
Great support
Value for money compared to competitors if off the chart
On premises option was vital for us .. not sure if this is still available?
Cons
Notification features would be nice.. but sure these will be added in time.. Happy to stick with it until they don.
Pros
Simple UI with great functionality, lot of documentation and support is fantastic.
Simple to implement and immediate email support.
Cons
Email functionalities and integrations like Zendesk is missing. As you improve on these, it would be great.
<li> Cloud-hosted: $10 per agent / month
<li> Self-Hosted: $699 One-time Fee
Below are some frequently asked questions for UseResponse.
UseResponse offers the following pricing plans:
Pricing model: One Time License
Free Trial: Available
<li> Cloud-hosted: $10 per agent / month
<li> Self-Hosted: $699 One-time Fee
UseResponse offers the following features:
UseResponse has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business
UseResponse supports the following languages:
English, German, Russian
UseResponse has the following pricing plans:
One Time License
We do not have any information about what devices UseResponse supports
UseResponse integrates with the following applications:
Facebook, G Suite, Twitter
UseResponse offers the following support options:
FAQs, Knowledge Base, Online Support
1) I can provide managed customer/ticket support
2) I can easily integrate new custom support team members into the process
3) I can teach users about my site interactive to my support system
4) I can provide a 'Feature Request' system that I can use to not only assess user needs/desires but also keep them in the loop about status of those requests.