UseResponse

UseResponse

12 Reviews

What is UseResponse?

Integrated Customer Support and Feedback Tool for omnichannel communication and better customer communication. UseResponse is customer service suite that combines support ticketing center, feedback community forum, live chat and knowledge base. Companies from start-ups to large enterprise companies use this support software to organize their support and improve customer satisfaction & product development.

The system can be used as a SaaS and Self-hosted solution.

Trusted by 1000+ customers including Cpanel, P&G, IBM, CISCO, Huawei, Century21.

Serchen Index

67.78
5
Employees
12
Reviews
166
Followers
405
Likes

UseResponse Key Features

All-in-one Support Suite

Self-Hosted Solution

Feedback System

Idea Bank

Feedback Community Portal

Canned Responses

Help Desk

Ticketing System

Knowledge Base

Live Chat

What is UseResponse?


UseResponse Product Details

Community Support Software can be installed on your server as a PHP script or used in Cloud as SaaS.
Main Products Include:
-Feedback Software
Enables you to create Idea Bank, Bug Tracking System and FAQ section on your site to gather user requests from multiple channels. The system allows you to keep track of all the incoming requests from email, widget, chat, social media in one place. Smart voting and commenting system helps in creating product development roadmaps. Increase client satisfaction by using polls and CSAT feature. Insightful Reports and Analytics system will help you estimate the efficiency of your support team and analyze your customers experience.

-Help Desk with Ticketing
Feature rich ticketing help desk system allows you to manage tickets with the help of customizable statuses, tasks,private notes, comments, reports and Kanban Boards. Smart system automation and notification rules allow to facilitate the work load on your support team and cut the expenses.

-Knowledge Base
Allow self-service with the help of creating extensive Knowledge Base. Place Knowledge Base widget to any place on your website. Use Articles and FQAs sections, add announcements, manage version control, create multilingual knowledge bases.

-Live Chat
Works as addition to the Help Desk software, and allows you to make the customer service more efficient by using Chat flow automation triggers, canned responses for the most frequent requests, conduct multiple chats simultaneously, auto lock messages not to allow several agents send replies to one request. Provides an option to chat via the most popular messengers (Facebook, Skype, WhatsApp, Viber, Telegram)


UseResponse Free Trial Information

Free no-obligation 14-day trial available. Includes all features. No credit card required


UseResponse Support & Customer Service

We provide customer support using all types of services:

  • Live Chat
  • Support Community Center
  • Phone
  • Social Media Support is offered in English and Russian languages

What our customers say about our support: "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." Michael S.


Countries UseResponse Services Available In

Service available worldwide


UseResponse Pricing

SaaS solution:

  • prices starting from $49 per 2 agents/month

Sel-Hosted Enterprise (On-Premise solution):

  • from $4800 per year
  • Installed on Your Server
  • Custom Addons
  • 100% Open Code
  • Premium Support
  • Hassle-Free Updates

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UseResponse Reviews

4.9

Excellent!

12 Reviews

Last reviewed on
04 May 2021

What do you think?

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Friday, March 5, 2021

Overall: 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.

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Wednesday, March 3, 2021

“Easy to use, highly customizable and a customer support that is second to none”
Overall: 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.
Pros: 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.
Cons: The mobile view and the responsivness of some of the product-parts works good for most cases but could be aproved in the feature.

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Thursday, May 9, 2019

"It allows companies to understand their customers and the opinions of their customers."
What do you like best?
I like the simple user interface with great functionality, a lot of documentation and support is fantastic. Easy to implement and immediate support by email.

What do you dislike?
I have no cons in the use of the software in my company at all.

Recommendations to others considering the product:
UseResponse is a tool that works perfectly for our use case and I can only recommend it.

What problems are you solving with the product? What benefits have you realized?
The system interface is highly customizable for our needs, and it is easier for our team to use its integration into the self-service community to collect ideas, vote on issues, added problems, questions, provide support with this excellent customer feedback software, Help desk ticket system packaged in a simple solution.

1 of 1 people found this review helpful.
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Friday, April 26, 2019

"Great Product"
What do you like best?
This software is very easy to use and the price is very affordable. You can customize it to meet your needs. The support team is always there to help you through every step of the process and they are quick to respond. We needed some customization's that they didn't have and they quickly created integrations and the necessary changes on the back end to help us meet our product goals.

What do you dislike?
Honestly, I have not found anything that I do not like about this software. Rather, I am finding new things each time that work so much better than what we used previously.

Recommendations to others considering the product:
This software is very easy to use and the price is very affordable. You can customize it to meet your needs. The support team is always there to help you through every step of the process and they are quick to respond. We needed some customization's that they didn't have and they quickly created integrations and the necessary

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Friday, April 26, 2019

“Great Product”
Pros: This software is very easy to use and the price is very affordable. You can customize it to meet your needs. The support team is always there to help you through every step of the process and they are quick to respond. We needed some customization's that they didn't have and they quickly created integrations and the necessary changes on the back end to help us meet our product goals.
Cons: Honestly, I have not found anything that I do not like about this software. Rather, I am finding new things each time that work so much better than what we used previously.

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Wednesday, December 12, 2018

Multi.function support/help desk service
Very nice complex software that cover almost all needs our team has. Support email ticketing system and help desk software for collecting ideas and public support.

Together with self-hosting system with possible CSS customization, ideal tool.

Because of self-hosting solution, we from time to time face minor issues with functionality, fortunately support of UseResponse team is excellent and issues are almost instantly solved.
Cons: No cons at all. Pricing is average in softwares of this category.

Overall: Only positive experience. UseResponse is on of tools that works perfectly for our use-case and I may only recommend it.

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Tuesday, November 27, 2018

“Useresponse as a tool for our company's Wishlist”
Pros: 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.
Cons: Some functionality we wanted that wasn't available, has been delayed.

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Tuesday, November 27, 2018

Quality product w/regular updates
Pros: They've been very helpful when problems arise.

Cons: Was a little difficult to customize the theme.

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Thursday, July 12, 2018

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

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Thursday, July 12, 2018

Easy to configure and user love it.
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.

Overall: Able to single out this software for one Development and User group.

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