UseResponse Software
About UseResponse
UseResponse is a Cloud-based and Slef-Hosted customer support solution that provides users with customer service tools and customer feedback solution. It features a Help Desk Ticketing Solution, Feedback Community System, Knowledge Base, and Live chat with messengers and chatbot.
With UseResponse’s support software, 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 cre...
UseResponse Pricing
<li> Enterprise Plan Cloud: from $149 per 2 agents / month <li> Self-Hosted Enterprise: $4800 for the 1st year
Starting price:
$149.00 per month
Free trial:
Available
Free version:
Not Available
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Support center dashboard
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UseResponse User Reviews
OVERALL RATING
Showing 1 - 5 of 35 reviews
Anonymous
Company size: 1,001-5,000 employees
Time used: Less than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
May 2019
Best customer support I can imagine
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.
Anonymous
Company size: 501-1,000 employees
Time used: More than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
October 2021
Ticket management at its peak
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.
Reasons for switching to UseResponse
it had realtime chat so I had to make a switch.
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.
Replied October 2021
Vishal
Time used: Free Trial
Review Source: Capterra
February 2016
your article, faq formating sucks
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.
Replied February 2016
Michaela
Company size: 201-500 employees
Industry: Information Technology and Services
Time used: More than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
March 2021
Great product, Great support & consulting
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.
Reasons for choosing UseResponse
Use Response achieved by far the best cost-benefit ratio for us in our own evaluation process, and was immediately chosen as the favorite by the users directly affected (because of the intuitive and simple user interface and the good search function).
Reasons for switching to UseResponse
Before that, we used different tools for knowledge documentation for different user groups and could not manage languages with them. Consolidation now allows us to be more efficient and manage information better. And users are more satisfied as a result.
Michael
Time used: Less than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
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.
