UseResponse

UseResponse

All-in-one customer support suite

4.7/5 (29 reviews)

UseResponse Overview

What is UseResponse?

UseResponse is an all-in-one social CRM, help center, communication platform, customer service tool and customer support platform designed for use by any type of company and community. UseResponse can be used by any organization - whether it produces goods, provides a service or is non-profit - to hear customers opinions & feedback in order to improve.

UseResponse is designed for support agents & customers and enables companies to understand their customers and their customers' opinions of 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 constructive criticism.

UseResponse enables organizations to provide support to customers in an effective and different way. With open code, UseResponse is fully customizable to the organization too. 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.

UseResponse Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
One Time License
Value for money

<li> Cloud-hosted: $10 per agent / month

<li> Self-Hosted: $699 One-time Fee


UseResponse Features

Devices
Business size
S M L
Markets
Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America
Supported Languages
English, German, Russian

Screenshots

UseResponse screenshot:
UseResponse screenshot: UseResponse screenshot: UseResponse screenshot: UseResponse screenshot: UseResponse screenshot: UseResponse screenshot: UseResponse screenshot:

UseResponse Reviews

UseResponse Reviews

Overall rating
4.7
/
5 29 reviews
Excellent
21

Very good
7

Average
1

Poor
0

Terrible
0

Value for Money
4.9
Features
4.7
Ease of Use
4.8
Customer Support
4.9
97% recommended this app
Verified Reviewer

Best customer support I can imagine


Michael S.

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.


Loveday A.

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.


Vishal J.

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.


Natraj K.

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


Verified Reviewer
Industry: Information Technology & Services
Company size: 1,001-5,000 Employees

Best customer support I can imagine

Used Other for 1+ year
Reviewed on 27/05/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Michael S.

Powerful, easy to use,fantastic customer support

Used Daily for 1+ year
Reviewed on 10/11/2017
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Loveday A.
Industry: Information Technology & Services
Company size: 2-10 Employees

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

Used Daily for 1-5 months
Reviewed on 24/03/2017
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Vishal J.

your article, faq formating sucks

Reviewed on 02/02/2016
Review Source: Capterra

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.

Rating breakdown

Ease of Use
Customer Support

Natraj K.
Industry: Computer Software
Company size: 2-10 Employees

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

Used Daily for 2+ years
Reviewed on 12/07/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9.4/10
Based on 29 user ratings
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UseResponse Pricing

UseResponse Pricing

Starting from
N/A
Free Trial
One Time License
Value for money

<li> Cloud-hosted: $10 per agent / month

<li> Self-Hosted: $699 One-time Fee

<li> Cloud-hosted: $10 per agent / month

<li> Self-Hosted: $699 One-time Fee

Value for Money
4.9/5
Based on 29 user ratings
Compare value for money rating with alternatives
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UseResponse Features

UseResponse Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.7/5
Based on 29 user ratings
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Categories

Additional information for UseResponse

Additional information for UseResponse

Key features of UseResponse

  • Chat
  • Customizable Functionality
  • Customizable reporting
  • Help desk management
  • Knowledge base
  • Multilingual Support
  • Self-service community
  • Social Media integration
  • Surveys & feedback
  • Widgets

Benefits

  • Provide multi-channel support with UseResponse through a self-service community, live chat, widgets, email requests & social networks.

  • Create custom automatic actions on objects & generate notifications on specific use cases with UseResponse's Scenario Automation.

  • Create your own customized interface. The UseResponse help center is implemented into the design of your website.

  • Embed widgets onto your website or as a popup to gather feedback and requests from your community.

  • Emails received are automatically converted into tickets according to custom rules.

  • UseResponse FAQs

    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:

    Pricing model: One Time License

    Free Trial: Available

    <li> Cloud-hosted: $10 per agent / month <li> Self-Hosted: $699 One-time Fee

    Q. What are the main features of UseResponse?

    UseResponse offers the following features:

    • Chat
    • Customizable Functionality
    • Customizable reporting
    • Help desk management
    • Knowledge base
    • Multilingual Support
    • Self-service community
    • Social Media integration
    • Surveys & feedback
    • Widgets

    Q. Who are the typical users of UseResponse?

    UseResponse has the following typical customers:

    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

    Q. What languages does UseResponse support?

    UseResponse supports the following languages:

    English, German, Russian

    Q. What type of pricing plans does UseResponse offer?

    UseResponse has the following pricing plans:

    One Time License

    Q. Does UseResponse support mobile devices?

    We do not have any information about what devices UseResponse supports

    Q. What other apps does UseResponse integrate with?

    UseResponse integrates with the following applications:

    Facebook, G Suite, Twitter

    Q. What level of support does UseResponse offer?

    UseResponse offers the following support options:

    FAQs, Knowledge Base, Online Support