UseResponse
Review of UseResponse Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
Overview
About UseResponse
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UseResponse Features
UseResponse Integrations
Customer Reviews
See why people love UseResponse
Pedro B.
Verified UserMarketing and Advertising · 2-10 employees
Your Customers Satisfied With Your Support, Service, Chat and Much More
My experience with the tool is very good, it has allied a lot of stress around here, therefore, I just complain about the amount we paid. But the tool itself is perfect and is being of good help. as I said, we can still integrate with other platforms. For example, Facebook messenger, among others. We were able to resolve things via live chat. It has been good, and the relationship with customers has improved and the personalized and more agile service has been improved.
- A great working tool this, it worked right on my system
- Perfect support agents, always accurate, we are no complaints or anything like that thanks to support
- I like this tool, but it's a shame that we only had 14 free days, but we were able to use the entire structure of the tool
- This tool allows me to have more interactions with the customer, multiple customers at the same time
- It's good because it integrates with a lot of other software we use
- Look, I don't usually complain about the tools I use, as always, I'll continue without a negative review, however, a caveat
- Just for the price, as I think the plans are a little high, and that's it
Verified Professional
Government Administration · 501-1000 employees
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.
- 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
- 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
Switched From
it had realtime chat so I had to make a switch.
Verified Professional
Information Technology and Services · 11-50 employees
Took unauthorised payment from our card on file and refused to refund it
We decided to leave partly through the lack of ability to store customer details and link tickets to them, but also through a few instances of dealing with their support team and finding them very unprofessional and almost vindictive. On one occasion we lost a lot of articles from our knowledge base because we deleted the user that wrote them. Useresponse charged us to get the articles back (which is bad enough), but then we found none of the images were brought back. We complained about this, so they said they would refund us, but on doing so also then deleted the articles they had brought back so we didn't get even half of our problem solved.When found another system to move to we then discovered Useresponse had taken an unauthorised payment from our lodged card. This was for a full years fees and was taken only 2 months after we had signed up for a years extension so still had 10 months left. The company refused to refund the payment.I would strongly warn anyone against using the system as the company doesn't work to their customers best interests.
- Integrated with other systems we use and had a realtime dashboard
No single view of customer, no agents knowledge base, extremely untrustworthy and unprofessional company
Michaela E.
Verified UserInformation Technology and Services · 201-500 employees
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.
- 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
- Nothing worth mentioning, and it seems bug free too
Switched From
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.
Why they chose it
"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)."
Lennert S.
Verified UserInformation Technology and Services · 1001-5000 employees
Easy to use, highly customizable and a customer support that is second to none
We are using the feedback software of UseResponse to create a platform for our customers to give direct feedback. We didn´t have something like this in our company before and we are very happy that we´ve found such a great tool and partner to work with.
- UseResponse takes care of integration and helps in every step
- The software contains several product-parts that can be switched on and off as needed
- This company is highly customer-centric and tries to always meet customer needs
- Their customer support is always available and has a response time that is second to none
- The software is highly customizable without leaving the standard
- UseResponse makes sure that they keep it updatable, even if they implemented many changes due to customer wishes
- We are working together for 2+ years and I can not think of a better partner
The mobile view and the responsivness of some of the product-parts works good for most cases but could be aproved in the feature
Michael S.
Verified UserPowerful, 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.
- 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
Jeremy O.
Verified UserMedia Production · 201-500 employees
A solid product for a good price
UseResponse is a real solid product. You can customize the look and feel, integration with other applications, and authenticate via SAML. We needed an easy way to track users' desires and UseResponse squarely addresses those needs.
- UseReponse comes with a lot of features out of the box
- The main reason we adopted UseResponse was to "crowd source" our development roadmap
- By using UR, our user can tell us what they was in our products, and based on the number of votes, we can determine priorities
- Additionally, there are many great add-ons and integrations available
- Sometimes navigating through the interface can be slow
Loveday A.
Verified UserInformation Technology and Services · 2-10 employees
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.
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
Andreea P.
Verified UserAccounting · Self-Employed
Use Response
Verified reviewer
- UseResponse helps in every step
- The software has several parts that can be switched on and off
- The company tries to meet customer needs
- The response time is second to none, so their customer support always works
- The software is very flexible without leaving the standard
- Even if they implemented many changes based on customer feedback, UseResponse will make sure it is updatable
- We've been working for more than a year and I cannot think of another better partner
- It is not the case for such things as
- The mobile view can be good for most cases, however it could lead to problems in the future
- There are many ways that it can be improved
Verified Professional
Computer Software · 51-200 employees
Compares to competing products at competitive price point.
Computer Software
- 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
UseResponse
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This is very useful service. The company presents itself in a very professional manner.
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