UseResponse Pricing, Features, Reviews & Alternatives

UseResponse

All-in-one Customer Support and Feedback Suite

4.71/5 (31 reviews)

UseResponse overview

What is UseResponse?

UseResponse is an all-in-one multichannel Help Desk, Community Communication Platform, Live Chat with messengers, and Customer Self-Service designed for use by any type of company and community. UseResponse can be used by any organization - whether it produces goods, provides services, or is non-profit - to hear customers opinions & feedback in order to improve.

UseResponse is designed for Support Agents & Product Managers to help companies to understand their customers and their customers' feedback on 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 actionable customer-based insights.

UseResponse enables organizations to provide support to customers in an effective way. With open code, UseResponse is fully customizable. 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.
www.useresponse.com

Pricing

Starting from
$149/month
Pricing options
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, Germany, Japan

Supported languages

English, German, Russian, Chinese (Simplified), Chinese (Traditional) and 6 other languages, Dutch, French, Japanese, Portuguese, Spanish, Thai
UseResponse screenshot: Support center dashboardUseResponse PromoUseResponse screenshot: Admin dashboardUseResponse screenshot: Idea full pageUseResponse screenshot: Product development roadmapUseResponse screenshot: Ticket pageUseResponse screenshot: Live chat full pageUseResponse screenshot: Knowledge baseUseResponse screenshot: Live Chat widget

UseResponse user reviews

Value for money
Features
Ease of use
Customer support
  4.9
  4.8
  4.8
  4.9
Anonymous

Best customer support I can imagine

Used occasionally for 1-2 years
Reviewed 2019-05-27
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
Features
Customer support

Likelihood to recommend: 10/10

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Michaela E.

Great product, Great support & consulting

Used daily for 2+ years
Reviewed 2021-03-05
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Vishal J.

your article, faq formating sucks

Reviewed 2016-02-02
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

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Michael S.

Powerful, easy to use,fantastic customer support

Used daily for 1-2 years
Reviewed 2017-11-10
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
Features
Customer support

Likelihood to recommend: 10/10

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Lennert S.

Easy to use, highly customizable and a customer support that is second to none

Used daily for 2+ years
Reviewed 2021-03-03
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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UseResponse pricing

Starting from
$149/month
Pricing options
Free trial
Subscription
View Pricing Plans


Enterprise Plan Cloud: from $149 per 2 agents / month

Self-Hosted Enterprise: $4800 for the 1st year

UseResponse features

API
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Call Center Management
Chat/Messaging
Customizable Branding
Email Management
Knowledge Base Management
Live Chat
Multi-Channel Communication
Queue Management
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Support Ticket Management
Surveys & Feedback
Third Party Integrations

Mobile Access (135 other apps)

Videos and tutorials

Additional information for UseResponse

Key features of UseResponse

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

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.