UseResponse Features

UseResponse

All-in-one Customer Support and Feedback Suite

4.68/5 (34 reviews)

Competitor Feature Comparison

@mentions
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Activity/News Feed
Alerts / Escalation
Alerts/Notifications
Appointment Management
Approval Workflow
Archiving & Retention
Assignment Management
Auto-Responders
Automated Routing
Brainstorming
CRM
Calendar Management
Call Center Management
Call Monitoring
Call Recording
Call Routing
Canned Responses
Case Management
Cataloging/Categorization
Categorization/Grouping
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Complaint Management
Complaint Monitoring
Content Creation
Content Library
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Questions
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Security
Data Visualization
Decision Support
Discussions / Forums
Document Management
Document Storage
Drag & Drop
Email Management
Email Templates
Email Tracking
Employee Management
Event Triggered Actions
Feedback Management
File Management
File Sharing
Forms Management
Forum / Discussion Board
Full Text Search
Gamification
Help Desk Management
IVR / Voice Recognition
Idea Ranking
Ideation
Inbox Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Online Forums
Performance Metrics
Planning Tools
Polls/Voting
Predictive Analytics
Prioritization
Proactive Chat
Problem Management
Project Management
Project Tracking
Purchasing & Receiving
Queue Management
Ratings / Reviews
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Scheduled / Automated Reports
Screen Sharing
Search/Filter
Self Service Portal
Self-Learning
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Task Progress Tracking
Text Editing
Third Party Integrations
Virtual Assistant
Website Integration
Widgets
Workflow Configuration
Workflow Management
Learn moreCompare App
@mentions
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Activity/News Feed
Alerts / Escalation
Alerts/Notifications
Appointment Management
Approval Workflow
Archiving & Retention
Assignment Management
Auto-Responders
Automated Routing
Brainstorming
CRM
Calendar Management
Call Center Management
Call Monitoring
Call Recording
Call Routing
Canned Responses
Case Management
Cataloging/Categorization
Categorization/Grouping
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Complaint Management
Complaint Monitoring
Content Creation
Content Library
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Questions
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Security
Data Visualization
Decision Support
Discussions / Forums
Document Management
Document Storage
Drag & Drop
Email Management
Email Templates
Email Tracking
Employee Management
Event Triggered Actions
Feedback Management
File Management
File Sharing
Forms Management
Forum / Discussion Board
Full Text Search
Gamification
Help Desk Management
IVR / Voice Recognition
Idea Ranking
Ideation
Inbox Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Online Forums
Performance Metrics
Planning Tools
Polls/Voting
Predictive Analytics
Prioritization
Proactive Chat
Problem Management
Project Management
Project Tracking
Purchasing & Receiving
Queue Management
Ratings / Reviews
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Scheduled / Automated Reports
Screen Sharing
Search/Filter
Self Service Portal
Self-Learning
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Task Progress Tracking
Text Editing
Third Party Integrations
Virtual Assistant
Website Integration
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
@mentions
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Activity/News Feed
Alerts / Escalation
Alerts/Notifications
Appointment Management
Approval Workflow
Archiving & Retention
Assignment Management
Auto-Responders
Automated Routing
Brainstorming
CRM
Calendar Management
Call Center Management
Call Monitoring
Call Recording
Call Routing
Canned Responses
Case Management
Cataloging/Categorization
Categorization/Grouping
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Complaint Management
Complaint Monitoring
Content Creation
Content Library
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Questions
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Security
Data Visualization
Decision Support
Discussions / Forums
Document Management
Document Storage
Drag & Drop
Email Management
Email Templates
Email Tracking
Employee Management
Event Triggered Actions
Feedback Management
File Management
File Sharing
Forms Management
Forum / Discussion Board
Full Text Search
Gamification
Help Desk Management
IVR / Voice Recognition
Idea Ranking
Ideation
Inbox Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Online Forums
Performance Metrics
Planning Tools
Polls/Voting
Predictive Analytics
Prioritization
Proactive Chat
Problem Management
Project Management
Project Tracking
Purchasing & Receiving
Queue Management
Ratings / Reviews
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Scheduled / Automated Reports
Screen Sharing
Search/Filter
Self Service Portal
Self-Learning
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Task Progress Tracking
Text Editing
Third Party Integrations
Virtual Assistant
Website Integration
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App

UseResponse Feature Reviews

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

Loveday A.

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

2017-03-24

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.

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
Remco v.

UseResponse - A masterpiece

2017-02-01

We have only been getting positive feedback from our customers about the documentation and live chat features.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Michaela E.

Great product, Great support & consulting

2021-03-05

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.

Pros

We first used Idea Management in the beginning, and later built up our Knowledge Base.

Cons

Nothing worth mentioning, and it seems bug free too.

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
Lennert S.

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

2021-03-03

We are using the feedback software of UseResponse to create a platform for our customers to give direct feedback.

Pros

The software is highly customizable without leaving the standard.

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

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
Carlos S.

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
Pedro B.

Your Customers Satisfied With Your Support, Service, Chat and Much More

2021-08-13

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.

Pros

It's good because it integrates with a lot of other software we use.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from UseResponse


Dear Pedro,
Thank you very much for taking your time to leave the review, we really appreciate and value every piece of customer feedback! Yes, you are right, we offer 14-day free trial including all the features to evaluate the system. However, if anyone needs some more time for testing the system, we extend the trial per request. This is always negotiable. Considering the set of features offered by our tool we consider pricing to be fair, however it may be of better value for large companies compared to small businesses. We are always happy to assist you in setting up and using the system, and hope that it can bring good value to your company!
Best, UseResponse Team

Read more
Jeremy O.

A solid product for a good price

2021-05-24

UseResponse is a real solid product.

Pros

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.

Cons

Sometimes navigating through the interface can be slow.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from UseResponse


Thank you very much for your review! We constantly work on improving UseResponse and adding new features based on the customers requests too. Hope UseResponse can help your company generate lots of great ideas to implement!

Read more
Natraj K.

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
Jiří M.

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

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

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
Andreea P.

Use Response

2021-08-01

Pros

Even if they implemented many changes based on customer feedback, UseResponse will make sure it is updatable.

Cons

The mobile view can be good for most cases, however it could lead to problems in the future.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from UseResponse


Dear Andreea! Thank you very much for taking your time to review UseResponse. We greatly appreciate your feedback! We are currently working on updating the interface, the new 7th release is planned for this month, and we also realize that the mobile version also needs improvement. We always try to listen to the voice of our customers and would be happy to hear your suggestions on improving the mobile version in our Feedback Community section.

Read more
Vishal J.

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
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
Michael S.

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
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
Ahlan O.

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
Richard S.

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
Geo L.

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
John L.

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
Alex K.

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
Henrik J.

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 C.

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
Kris B.

Very powerful service, a lot of useful options, very simple interface.

2016-02-09

For a long time our company needed the service, which will facilitate customer service and make it better, frankly speaking- the price of Self-Hosted and its addons attracted us at ones.

Rating breakdown

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

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
Calvin W.

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