UseResponse software


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.

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

22 Reviews of UseResponse

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  • Natraj from Factual Soft

    Number of employees: 2-10 employees

    July 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    Compares to competing products at competitive price point.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    We switched to their feedback forum tools from another product. UseRepsonse offers similar features for a much better price. Migration, setup, and customization are simple and straightforward. Staff is extremely responsive with support.

    Cons

    While we have largely been please with the feedback forum capabilities, more granularity in things like feedback type and individual forum access would be great.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Carlos from PwC

    Number of employees: 5,001-10,000 employees

    July 2018

    Easy to configure and user love it.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Michael from speciallist

    November 2017

    Powerful, easy to use,fantastic customer support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Dmitry from BearDev

    Number of employees: 2-10 employees

    July 2017

    Great tool that helps us product ideas management

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    Review Source: Capterra
  • Loveday from Lactronics Consult

    Number of employees: 2-10 employees

    March 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra
  • Remco from X-ICT

    February 2017

    UseResponse - A masterpiece

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We have been using UseResponse for about 6 months now, to act as a support portal for our own monitoring software. We have only been getting positive feedback from our customers about the documentation and live chat features. Their support is also a big plus, they usually reply within 5 minutes and are always there to help! 10/10 Software, I highly recommend it!

    Review Source: Capterra
  • Henrik from Bombardier Transportation

    June 2016

    Amazing support

    Ease-of-use
    Quality
    Support

    We choose UseResponse as it could be deployed in our internal network. The installation is smooth and the product is easy to use. But what really stands out is the support. Fast and very customer oriented. This is one of the best support channels I have ever used.

    Review Source: Capterra
  • Matt from YellowFinBI

    March 2016

    UseResponse Community a great option

    Ease-of-use
    Quality
    Support

    UseResponse is great to work with. Support is provided quickly and succinctly. The product is so flexible that nearly anything you want to do can be done. Either in house with the proper resources or for a very reasonable price by UseResponse themselves. Timely and important improvements on a nearly monthly basis with more and more improvements always being added and considered.

    Review Source: Capterra
  • John from vleasing

    February 2016

    Very helpful for my business

    Ease-of-use
    Quality
    Support

    I'm using this solution only as a ticketing system, but I'm thinking to use more of it. I have a lot of e-mails and requests coming from my customers and it was very difficult for me to organize all of them. UseResponse helps me to organize tickets effectively and with a small amount of time. Moreover, service usability is decently easy. Keep on going that way guys!

    Review Source: Capterra
  • Kris from M.auto

    February 2016

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

    Ease-of-use
    Quality
    Support

    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

    Review Source: Capterra
  • Ahlan from Biovela

    February 2016

    Our company requests are satisfied.

    Ease-of-use
    Quality
    Support

    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.

    Review Source: Capterra
  • Alex from OOO AVALON

    February 2016

    5* helpdesk, 5*support service, 5+ community

    Ease-of-use
    Quality
    Support

    Thanks to the team UseResponse, our company uses the service as a community that would serve our customers and bring them together in one system, it is very convenient, we purchased a self hosted version, because we have a large (more than 20 people) support department

    Review Source: Capterra
  • P from Learn Something

    February 2016

    Product is as advertised and is a great utility for product innovation.

    Ease-of-use
    Quality
    Support

    This tool has greatly helped our business with managing enhancement requests and suggestions , as well as feedback from clients.

    Review Source: Capterra
  • Vishal from http://withjoy.com

    February 2016

    your article, faq formating sucks

    Ease-of-use
    Quality
    Support

    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.

    Review Source: Capterra

    Response: UseResponse, USWebStyle Inc.

    February 2016

    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.

  • Danila from Automotive service "EffectLeague"

    January 2016

    Very good product with a good functionality and a nice view

    Ease-of-use
    Quality
    Support

    I've been using this product for about 2 month and so far i'm very satisfited with it. It fullfils my needs and costs only 10 bucks a month. Really helps to communicate with my visitors to create a better car repair service.

    Review Source: Capterra
  • Marco from Saferbytes

    November 2015

    Fantastic service, excellent customer support

    Ease-of-use
    Quality
    Support

    UseResponse is simply awesome. I set it up literally in ten minutes and their customer support immediately helped me in tuning up the configuration as soon as I got in touch with them. They replied to me basically 24/7, no matter whether I was based in Europe or in the U.S., they always replied in less than a hour. Totally satisfied!

    Review Source: Capterra
  • Nicolas from Datahex

    September 2015

    Expert software

    Ease-of-use
    Quality
    Support

    We try the software 5 minutes and we knew that we should buy it right away ! Very complete, easy to use and feature complete. I recommand this software to every support department.

    Review Source: Capterra
  • rolo from todoexcel

    August 2015

    Best HelpDesk app...(and I have tried many!)

    Ease-of-use
    Quality
    Support

    And very happy with their support too...they solve all my problems the same day!

    Review Source: Capterra
  • Kapil from TrueData Financial Information Pvt Ltd

    August 2015

    An exceptional feedback / ticketing solution

    Ease-of-use
    Quality
    Support

    (1) Host the solution on your server or use the cloud option (2) Easily configurable to suit your needs (3) Exceptional support and service by the UseResponse Team using their own tool (4) Continuously improving the product with the feedback gained (5) Easy to build a community, get ideas from this community, along with problems faced & accolades. (6) Integrate your Knowledge base & FAQ with the Ticketing solution In 2 words -"Simply Exceptional' Check it out on www.truedata.in/feedback

    Review Source: Capterra
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