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.
Brian from SSI
Employees number: 51-200 employees
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.
Some functionality we wanted that wasn't available, has been delayed.
Richard from Computer Software
Employees number: 501-1,000 employees
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
Easy to set up
Easy for end-users
Configurable and extendable and functionality growing all the time
Value for money compared to competitors if off the chart
On premises option was vital for us .. not sure if this is still available?
Notification features would be nice.. but sure these will be added in time.. Happy to stick with it until they don.
Joel from InflatableOffice
Employees number: 11-50 employees
They've been very helpful when problems arise.
Was a little difficult to customize the theme.
Calvin from Information Technology and Services
Employees number: 1,001-5,000 employees
Very possitive. As said flexible and easy solution, and amazing CS.
The solution is really flexible to setup for my specific purpose.
For the user it clean and manageable to do acess and discuss topics.
And the Customer support - INCREADIBLE: fast response and helpfull to set-up functions that are not basis.
If I could set-up additional functions myself, then i could leave support some peace :P
Natraj from Factual Soft
Employees number: 2-10 employees
Simple UI with great functionality, lot of documentation and support is fantastic.
Simple to implement and immediate email support.
Email functionalities and integrations like Zendesk is missing. As you improve on these, it would be great.
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.
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.
Carlos from PwC
Employees number: 5,001-10,000 employees
Able to single out this software for one Development and User group.
The interface is very easy to navigate and understand plus the email integration with POP3 is very useful.
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.
Michael from speciallist
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.
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.
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.
Dmitry from BearDev
Employees number: 2-10 employees
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.
It is complex system, a lot of features for different directions of use added. Sometimes it get complicated to find the required option quick.
Loveday from Lactronics Consult
Employees number: 2-10 employees
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.
Unique feedback system
Multi lingual knowledge bases
Unified Agents interface for all platforms
Fast customer support and problem-solving
Unique feedback system
Restful API, IOS, Android integration
Several Feedback sources: community portal, embedded widget
Ease of Installation
This System is best for any organisation that wants to know their Customers very well, understand their opinions about their Products and Services.
UseResponse is Value for money.
Remco from X-ICT
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!
Henrik from Bombardier Transportation
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.
Matt from YellowFinBI
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.
John from vleasing
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!
Kris from M.auto
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
Ahlan from Biovela
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.
Alex from OOO AVALON
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
P from Learn Something
This tool has greatly helped our business with managing enhancement requests and suggestions , as well as feedback from clients.
Vishal from http://withjoy.com
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: UseResponse, USWebStyle Inc.
Date: February 2016
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"
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.