UseResponse Software

4.67 / 5 (27)

About UseResponse


UseResponse is a cloud-based customer support solution that provides users with customer service tools and a social customer relationship management(CRM) solution. It features a help desk ticketing solution, feedback system, knowledge base solution and live chat with messengers.

With UseResponse’s social CRM application, customer inquiries from social media platforms are automatically logged. When customers send in email inquiries, the solution assigns those emails ticket numbers. Users can customize the types of emails that are assigned tickets numbers.

Users are also able to set up email templates so that canned responses can be sent automatically to certain types of email inquiries. In UseResponse’s customer service and support application, customer profiles can be created to include information such as customer location, the browser they’re using and their system's operating system.

UseResponse is available on a monthly subscription basis that includes support through an online knowledge base and live chat.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

27 Reviews of UseResponse

Average User Ratings

Overall

4.67 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(19)

4 stars

(7)

3 stars

(1)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 27 reviews

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November 2017

Michael from speciallist

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2017

Powerful, easy to use,fantastic customer 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.

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.

March 2017

Loveday from Lactronics Consult

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

March 2017

UseResponse: an All-in-One Solution for your Help Desk and Support Suite.

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

December 2018

Jiří from Asamm Software, s. r. o.

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

December 2018

Multi.function support/help desk service

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.

November 2018

Richard from Computer Software

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

November 2018

UseResponse Review

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.

July 2018

Natraj from Factual Soft

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

3 Years experience was great! Quick email responses and Great Documentation

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.

July 2018

Carlos from PwC

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

Easy to configure and user love it.

Able to single out this software for one Development and User group.

Pros

The interface is very easy to navigate and understand plus the email integration with POP3 is very useful.

Cons

The only issue we had was around the time it took to set a ticket to complete however it seems since the latest upgrade to 4.9 the issue is no longer there.

November 2018

Joel from InflatableOffice

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2018

Quality product w/regular updates

Pros

They've been very helpful when problems arise.

Cons

Was a little difficult to customize the theme.

February 2016

Ahlan from Biovela

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

February 2016

Our company requests are satisfied.

Our company have been choosing among the set of proposed service programs appropriate one for a long time. As the main task we set - the ability to reduce the burden on customer support department ,to arrange a convenient system of reporting and evaluation of the support department. In recent years, increased load and fulfilling of all incoming requests was very challenging for us. Selection was carried out by voting, to were choosing from 4 varients put forward. UseResponse received the most votes, especially I want to mention an open source version of Sehf-Hosted- you can adjust the program as you wish. We did` nt need some standard blocks, so we simply removed them from the program, the convenience of withdrawal of a report on agents saved the time for their evaluation,ofcourse the knowledge base could be better (regarding registration), but overall satisfied, we want to note also the speed of the employees, we have received a very quick response to our request for setting up tickets. In general, the cost is very cheap for such a functional product ,in the future we plan to use all the facilities of UseResponse. Special thanks to manager Alex Igrevich for patience.

July 2017

Dmitry from BearDev

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2017

Great tool that helps us product ideas management

Pros

Its helps us organizing ideas collecting for number of our products and does it very well. Subscriptions for the topics are cool and generally the structure is very flexible. Extremely quick and helpful support.

Cons

It is complex system, a lot of features for different directions of use added. Sometimes it get complicated to find the required option quick.

November 2018

Brian from SSI

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

November 2018

Useresponse as a tool for our company's Wishlist

Pros

The people and support behind the company! It's a good mature feature set and was fairly straight-forward to setup. They customized our Wishlist as an enterprise solution and we were impressed with the results.

Cons

Some functionality we wanted that wasn't available, has been delayed.

February 2016

Kris from M.auto

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

February 2016

Very powerful service, a lot of useful options, very simple interface.

For a long time our company needed the service, which will facilitate customer service and make it better, frankly speaking- the price of Self-Hosted and its addons attracted us at ones. We`ve registered the trial version, but almost immediately we faced the problem - "How to get started?" "What to do first?"Then we`ve received an e-mail (delivery) where I was politely offered assistance in service development, courteous manager Alex held a master class on Skype, explaining how to set up and implement a service program .After using trial version for 2 months our team agreed to use UseResponse continuously and fell in love with this development

February 2016

Vishal from http://withjoy.com

Review Source: Capterra


Ease-of-use

5.0

Customer support

2.0

February 2016

your article, faq formating sucks

We are considering leaving your service as your base design is pretty old style look