UseResponse Features

UseResponse

All-in-one customer support suite

4.69/5 (29 reviews)

UseResponse Feature Summary

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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (186 other apps)
Activity Dashboard (93 other apps)
Automatic Notifications (91 other apps)
CRM Integration (78 other apps)
Chat (171 other apps)
Contact History (73 other apps)
Customizable Branding (92 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Knowledge Base Management (90 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (63 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Support Ticket Management (66 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (113 other apps)
Workflow Management (74 other apps)

Competitor Feature Comparison

UseResponse Feature Reviews

25 reviewers had the following to say about UseResponse's features:

Loveday Anyim

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

2017-03-24

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).

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
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering UseResponse

This System is best for any organisation that wants to know their Customers very well, understand their opinions about their Products and Services. UseResponse is Value for money.

Source: Capterra
Helpful?   Yes   No
Read more
Natraj Kana

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

2018-07-12

Pros

Simple UI with great functionality, lot of documentation and support is fantastic.

Cons

Email functionalities and integrations like Zendesk is missing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Carlos Salas

Easy to configure and user love it.

2018-07-12

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Kapil Marwaha

An exceptional feedback / ticketing solution

2015-08-17

(6) Integrate your Knowledge base & FAQ with the Ticketing solution In 2 words -"Simply Exceptional' Check it out on www.truedata.in/feedback

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Michael Schertz

Powerful, easy to use,fantastic customer support

2017-11-10

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?'

Cons

The only feature I'd love to include is the ability for FAQ/Articles to link to other articles inside the widget.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Remco van der Vegt

UseResponse - A masterpiece

2017-02-01

We have been using UseResponse for about 6 months now, to act as a support portal for our own monitoring software.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 1001-5000 employees)

Best customer support I can imagine

2019-05-27

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

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jessica Jefferies

Great Product

2019-04-26

Pros

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

Rather, I am finding new things each time that work so much better than what we used previously.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Vishal Joshi

your article, faq formating sucks

2016-02-02

We are considering leaving your service as your base design is pretty old style looking.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No

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.

Read more
Jiří Mlavec

Multi.function support/help desk service

2018-12-12

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

Pros

Support email ticketing system and help desk software for collecting ideas and public support.

Cons

No cons at all. Pricing is average in softwares of this category.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Richard Sankey

UseResponse Review

2018-11-27

Customer community visibility of ideas and issues is the key problem we solved. Previously these were all dealt with, but were invisible to customer, leading to dissatification

Pros

Easy to set up Easy for end-users Configurable and extendable and functionality growing all the time Great support Value for money compared to competitors if off the chart On premises option was vital for us .. not sure if this is still available?

Cons

Notification features would be nice.. but sure these will be added in time..

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 51-200 employees)

Compares to competing products at competitive price point.

2018-07-12

Pros

We switched to their feedback forum tools from another product.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Ahlan Onha

Our company requests are satisfied.

2016-02-08

We did` nt need some standard blocks, so we simply removed them from the program, the convenience of withdrawal of a report on agents saved the time for their evaluation,ofcourse the knowledge base could be better (regarding registration), but overall satisfied, we want to note also the speed of the employees, we have received a very quick response to our request for setting up tickets.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Henrik Jönsson

Amazing support

2016-06-10

But what really stands out is the support. Fast and very customer oriented.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Nicolas Charette-naud

Expert software

2015-09-04

Very complete, easy to use and feature complete.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
John Litavor

Very helpful for my business

2016-02-19

I'm using this solution only as a ticketing system, but I'm thinking to use more of it.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Calvin Why

THUMBS UP - Flexible and easy solution

2018-11-27

As said flexible and easy solution, and amazing CS.

Pros

And the Customer support - INCREADIBLE: fast response and helpfull to set-up functions that are not basis.

Cons

If I could set-up additional functions myself, then i could leave support some peace :P

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
P Gilbert

Product is as advertised and is a great utility for product innovation.

2016-02-02

This tool has greatly helped our business with managing enhancement requests and suggestions , as well as feedback from clients.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Brian Spahn

Useresponse as a tool for our company's Wishlist

2018-11-28

Pros

It's a good mature feature set and was fairly straight-forward to setup.

Cons

Some functionality we wanted that wasn't available, has been delayed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Marco Giuliani

Fantastic service, excellent customer support

2015-11-19

They replied to me basically 24/7, no matter whether I was based in Europe or in the U.S., they always replied in less than a hour.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Jens Havelberg

Excellent Software and very good Support!

2015-07-27

Useresponse was then the brilliant solution! Good design, scalable, perfect!

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
rolo laria

Best HelpDesk app...(and I have tried many!)

2015-08-28

And very happy with their support too...they solve all my problems the same day!

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Dmitry Martinkevich

Great tool that helps us product ideas management

2017-07-18

Pros

Extremely quick and helpful support.

Cons

It is complex system, a lot of features for different directions of use added. Sometimes it get complicated to find the required option quick.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Geo Lubaton

Excellent Product & excellent service

2015-07-30

UseResponse has been the selected product for our self serve support forum concept.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Alex Karol

5* helpdesk, 5*support service, 5+ community

2016-02-05

Thanks to the team UseResponse, our company uses the service as a community that would serve our customers and bring them together in one system, it is very convenient, we purchased a self hosted version, because we have a large (more than 20 people) support department

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more