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UserVoice vs UseResponse Comparison

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Overview

UserVoice collects and organizes feedback from multiple sources to provide a clear, actionable view of user feedback.

Organize online documentation, customer self-service and provide customer support with UseResponse's customer feedback software...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

149

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.2

5

4

3

2

1

35

18

8

1

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
88%
would recommend this app

4.7

5

4

3

2

1

23

8

1

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

I like the constant updates, a great knowledge base. The most amazing part for me that guys are using their own tool for their product management.
When I was testing all customer service software, I needed one that was the best at its core product which is a ticketing and knowledgebase system. This in my opinion is the best at what it does.
Add on top of that an incredibly innovative feedback system that truly helps you prioritize what customers want what.

Pros

We have been looking for a solution, but wanted the application to host locally themselves. Useresponse was then the brilliant solution.
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.
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

We were constantly struggling to get it to work properly in the beginning. I thought the set up was horribly confusing and time consuming.
The lack of the feature where a user can select his or her language, and automatically have the Knowledge Base switch to that language, is anathema to an SaaS business looking to scale globally.
When you cc someone on a ticket, the cc-ed recipient cannot see the customer's email address. Quite hard to navigate through the interface.

Cons

Some functionality we wanted that wasn't available, has been delayed.
Was a little difficult to customize the theme.
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.
  • Vendor responds to reviews
  • Last review2 years ago
  • Vendor responds to reviews
  • Last review20 days ago

Key features

  • Total features46
  • @mentions
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Activity/News Feed
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Workflow
  • Archiving & Retention
  • Auto-Responders
  • Automated Routing
  • Brainstorming
  • CRM
  • Calendar Management
  • Call Center Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Management
  • Complaint Monitoring
  • Content Library
  • Content Management
  • Customer Accounts
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Categories
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Security
  • Data Visualization
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • Forms Management
  • Forum / Discussion Board
  • Full Text Search
  • Gamification
  • Gantt/Timeline View
  • Help Desk Management
  • Idea Management
  • Idea Ranking
  • Ideation / Crowdsourcing
  • Inbox Management
  • Interaction Tracking
  • Inventory Management
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Mind Maps
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Negative Feedback Management
  • Network Monitoring
  • Online Forums
  • Planning Tools
  • Polls/Voting
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Product Data Management
  • Product Roadmapping
  • Project Management
  • Project Tracking
  • Purchasing & Receiving
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Requirements Management
  • SSL Security
  • Scheduled / Automated Reports
  • Search/Filter
  • Self Service Portal
  • Self-Learning
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Text Editing
  • Third Party Integrations
  • Visual Analytics
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features107
  • @mentions
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Activity/News Feed
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Workflow
  • Archiving & Retention
  • Auto-Responders
  • Automated Routing
  • Brainstorming
  • CRM
  • Calendar Management
  • Call Center Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Management
  • Complaint Monitoring
  • Content Library
  • Content Management
  • Customer Accounts
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Categories
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Security
  • Data Visualization
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • Forms Management
  • Forum / Discussion Board
  • Full Text Search
  • Gamification
  • Gantt/Timeline View
  • Help Desk Management
  • Idea Management
  • Idea Ranking
  • Ideation / Crowdsourcing
  • Inbox Management
  • Interaction Tracking
  • Inventory Management
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Mind Maps
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Negative Feedback Management
  • Network Monitoring
  • Online Forums
  • Planning Tools
  • Polls/Voting
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Product Data Management
  • Product Roadmapping
  • Project Management
  • Project Tracking
  • Purchasing & Receiving
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Requirements Management
  • SSL Security
  • Scheduled / Automated Reports
  • Search/Filter
  • Self Service Portal
  • Self-Learning
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Text Editing
  • Third Party Integrations
  • Visual Analytics
  • Website Integration
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations51
  • Box
  • Dropbox Business
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Workspace
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft OneDrive
  • Microsoft Outlook
  • Microsoft Teams
  • Salesforce Sales Cloud
  • SharePoint
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations12
  • Box
  • Dropbox Business
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Workspace
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft OneDrive
  • Microsoft Outlook
  • Microsoft Teams
  • Salesforce Sales Cloud
  • SharePoint
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

UserVoice vs. UseResponse

See how UserVoice and UseResponse stack up against each other by comparing features, pricing, ratings, integrations, security & more.