About UseResponse
UseResponse is an all-in-one multichannel Help Desk, Community Communication Platform, Live Chat with messengers, and Customer Self-Service designed for use by any type of company and community. UseResponse can be used by any organization - whether it produces goods, provides services, or is non-profit - to hear customers opinions & feedback in order to improve.
UseResponse is designed for Support Agents & Product Managers to help companies to understand their customers and their customers' feedback on 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 actionable customer-based insights.
UseResponse enables organizations to provide support to customers in an effective way. With open code, UseResponse is fully customizable. 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.
Pricing starting from:
US$149,00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to UseResponse
Key benefits of UseResponse
Devices
Business size
Markets
Austria, Canada, Switzerland, Germany, Denmark, Spain, France, Japan, Netherlands, United States and 5 others
Supported Languages
Chinese, Dutch, English, French, German, Japanese, Portuguese, Russian, Spanish, Thai, zh-hant and 6 others
Pricing starting from:
US$149,00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to UseResponse
Images
Features
Total features of UseResponse: 105
- @mentions
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Activity/News Feed
- Alerts / Escalation
- Alerts/Notifications
- Approval Workflow
- Archiving & Retention
- Auto-Responders
- Automated Routing
- Brainstorming
- CRM
- Calendar Management
- Call Center Management
- Canned Responses
- Case Management
- Cataloging/Categorization
- Categorisation/Grouping
- Chat/Messaging
- Chatbot
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Content Library
- Content Management
- Customer Complaint Tracking
- Customer Database
- Customer History
- Customer Segmentation
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Questions
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Data Security
- Data Visualization
- Discussions / Forums
- Document Management
- Document Storage
- Email Management
- Email Templates
- Employee Management
- Event Triggered Actions
- Feedback Management
- File Management
- Forms Management
- Forum / Discussion Board
- Full Text Search
- Gamification
- Help Desk Management
- Idea Ranking
- Ideation
- Inbox Management
- Interaction Tracking
- Inventory Management
- Issue Tracking
- Knowledge Base Management
- Live Chat
- Macros/Templated Responses
- Multi-Channel Communication
- Multi-Language
- Network Monitoring
- Online Forums
- Polls/Voting
- Prioritization
- Proactive Chat
- Problem Management
- Project Management
- Project Tracking
- Queue Management
- Ratings / Reviews
- Real Time Analytics
- Real Time Notifications
- Real-Time Chat
- Real-time Updates
- Reporting & Statistics
- Reporting/Analytics
- SSL Security
- Scheduled / Automated Reports
- Search/Filter
- Self Service Portal
- Self-Learning
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Status Tracking
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Text Editing
- Third Party Integrations
- Ticket Management
- Website Integration
- Widgets
- Workflow Configuration
- Workflow Management
Alternatives
DeskPRO
Zoho Desk
Zendesk
monday.com
Reviews
Already have UseResponse?
Software buyers need your help! Product reviews help the rest of us make great decisions.
Write a Review!- Industry: Information Technology & Services
- Company size: 1 001-5 000 Employees
- Used for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best customer support I can imagine
Reviewed on 2019/05/27
Pros
It works great and is flexible for collecting feedback, ideas, and questions in real time and asynchronously.
Cons
Sometimes the admin console can be a bit difficult to navigate, but all of the features are there, somewhere.
- Industry: Government Administration
- Company size: 501-1 000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Ticket management at its peak
Reviewed on 2021/10/11
I've had a great experience with this application ever since I acquired it, although its a little...
I've had a great experience with this application ever since I acquired it, although its a little expensive but has a lovely interface and very high capacity and flexibility in the collection of questions and feedback, all in realtime interaction.
Pros
What I love most is the seasoned support which is always timely and accurate. With this app,I have the capacity to interact with multiple clients at the same time ,all in real time. Its definitely worth its cost as It integrates easily with other softwares and social media app
Cons
It is a very costly app,I believe the price should be reviewed. Aside this, its a great tool in network monitoring so I still love this app.
Response from UseResponse
Hi! Thank you very much for your time to leave a review of our UseResponse Software! We really appreciate it and always try to be customer-centric in providing customer support. We also try to base our product development decisions on customer insights. We totally understand your concerns regarding the price, but considering the features offered, the flexibility, the ability to create multiple portals with no extra cost, and comparing to the competitors with similar functionality set, we consider the price being reasonable at the moment. If looking into a complete suite, you can consider it's UserVoice, Zendesk and Intercom all in one. And again, thank you very much for being with us, we are very happy that our tool can be a helper in improving your customers communications.
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Review Source
Overall rating
- Ease of Use
- Customer Support
your article, faq formating sucks
Reviewed on 2016/02/02
We are considering leaving your service as your base design is pretty old style looking.
You...
We are considering leaving your service as your base design is pretty old style looking.
You should consider modernizing it. Check out how Square space Knowledge base looks, we would like something which looks as mdoern as that https://support.squarespace.com/hc/en-us/categories/200352188-Knowledge-Base
And the FAQ page should be modern like https://www.qapital.com/faq
you can check how old looking http://withjoy.useresponse.com looks which is why we are likely to leave the service even though we have paid for it.
Response from UseResponse
Hello Vishal,
In order to supply with good service, we are ready to assist you in integration of the system with website + customizing the look and feel of articles and knowledge base to your requirements.
As system is very flexible, we try to utilize the common way of providing support in package, but not everyone would be amazed with features we have and UI we provide.
Let us know if you can consider using our service, if we are to provide better UI for your needs in order for you to change your mind in regards to this review.
Hope you would give us a chance to make product better and change your opinion here.
- Industry: Information Technology & Services
- Company size: 201-500 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great product, Great support & consulting
Reviewed on 2021/03/05
On the whole, the software convinces with an incredibly great and simple usability, it is well...
On the whole, the software convinces with an incredibly great and simple usability, it is well thought-out and logically structured, and the team behind it is extremely competent and fast in support and small individual development projects. Larger individual requirements can be solved professionally through support or and cost-effectively consulting.
Pros
We first used Idea Management in the beginning, and later built up our Knowledge Base.
We use the knowledge base for both internal and external user groups. The structure of the rights management is simple and flexible, as well as the possibility to form different communities, to distribute knowledge base articles to specific target groups and to manage information.
In addition, we use the ticket system as internal workload management and can thus transparently share and manage all tasks.
Cons
Nothing worth mentioning, and it seems bug free too.
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Powerful, easy to use,fantastic customer support
Reviewed on 2017/11/10
1) I can provide managed customer/ticket support
2) I can easily integrate new custom support team...
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.
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 FAQs
Below are some frequently asked questions for UseResponse.Q. What type of pricing plans does UseResponse offer?
UseResponse offers the following pricing plans:
- Starting from: US$149,00/month
- Pricing model: Subscription
- Free Trial: Available
<li> Enterprise Plan Cloud: from $149 per 2 agents / month <li> Self-Hosted Enterprise: $4800 for the 1st year
Q. Who are the typical users of UseResponse?
UseResponse has the following typical customers:
11-50, 51-200, 201-500, 501-1 000, 1 001+
Q. What languages does UseResponse support?
UseResponse supports the following languages:
Chinese, Dutch, English, French, German, Japanese, Portuguese, Russian, Spanish, Thai, zh-hant
Q. Does UseResponse support mobile devices?
UseResponse supports the following devices:
Q. What other apps does UseResponse integrate with?
UseResponse integrates with the following applications:
Confluence, Facebook for Business, Google Workspace, HubSpot CRM, Jira, Salesforce Platform, Slack, Twitter, WhatsApp, WordPress, Zapier, Zoho Projects
Q. What level of support does UseResponse offer?
UseResponse offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Chat
Related categories
See all software categories found for UseResponse.
