UseResponse
About 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.
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Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Your Customers Satisfied With Your Support, Service, Chat and Much More
Reviewed on 13/8/2021
My experience with the tool is very good, it has allied a lot of stress around here, therefore, I...
My experience with the tool is very good, it has allied a lot of stress around here, therefore, I just complain about the amount we paid.
But the tool itself is perfect and is being of good help.
as I said, we can still integrate with other platforms. For example, Facebook messenger, among others. 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
A great working tool this, it worked right on my system.
Perfect support agents, always accurate, we are no complaints or anything like that thanks to support.
I like this tool, but it's a shame that we only had 14 free days, but we were able to use the entire structure of the tool.
This tool allows me to have more interactions with the customer, multiple customers at the same time.
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.
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
- Industry: Government Administration
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Ticket management at its peak
Reviewed on 11/10/2021
I've had a great experience with this application ever since I acquired it, although its a little...
I've had a great experience with this application ever since I acquired it, although its a little expensive but has a lovely interface and very high capacity and flexibility in the collection of questions and feedback, all in realtime interaction.
Pros
What I love most is the seasoned support which is always timely and accurate. With this app,I have the capacity to interact with multiple clients at the same time ,all in real time. Its definitely worth its cost as It integrates easily with other softwares and social media app
Cons
It is a very costly app,I believe the price should be reviewed. Aside this, its a great tool in network monitoring so I still love this app.
Response from UseResponse
Hi! Thank you very much for your time to leave a review of our UseResponse Software! We really appreciate it and always try to be customer-centric in providing customer support. We also try to base our product development decisions on customer insights. We totally understand your concerns regarding the price, but considering the features offered, the flexibility, the ability to create multiple portals with no extra cost, and comparing to the competitors with similar functionality set, we consider the price being reasonable at the moment. If looking into a complete suite, you can consider it's UserVoice, Zendesk and Intercom all in one. And again, thank you very much for being with us, we are very happy that our tool can be a helper in improving your customers communications.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Took unauthorised payment from our card on file and refused to refund it
Reviewed on 26/6/2023
We decided to leave partly through the lack of ability to store customer details and link tickets...
We decided to leave partly through the lack of ability to store customer details and link tickets to them, but also through a few instances of dealing with their support team and finding them very unprofessional and almost vindictive. On one occasion we lost a lot of articles from our knowledge base because we deleted the user that wrote them. Useresponse charged us to get the articles back (which is bad enough), but then we found none of the images were brought back. We complained about this, so they said they would refund us, but on doing so also then deleted the articles they had brought back so we didn't get even half of our problem solved.When found another system to move to we then discovered Useresponse had taken an unauthorised payment from our lodged card. This was for a full years fees and was taken only 2 months after we had signed up for a years extension so still had 10 months left. The company refused to refund the payment.I would strongly warn anyone against using the system as the company doesn't work to their customers best interests.
Pros
Integrated with other systems we use and had a realtime dashboard.
Cons
No single view of customer, no agents knowledge base, extremely untrustworthy and unprofessional company
Response from UseResponse
Thank you for taking the time to share your review with us. We are truly sorry to hear that you had a negative experience with our software. Your feedback regarding user deletion is highly valuable to us, and we have already implemented changes to improve our product.
Regarding the subscription, our customers have the option to choose between monthly or annual billing, and our system charges the card accordingly.
We appreciate your business and would be thrilled to have the opportunity to serve you again in the future.
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great product, Great support & consulting
Reviewed on 5/3/2021
On the whole, the software convinces with an incredibly great and simple usability, it is well...
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.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Easy to use, highly customizable and a customer support that is second to none
Reviewed on 3/3/2021
We are using the feedback software of UseResponse to create a platform for our customers to give...
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.
UseResponse FAQs
Below are some frequently asked questions for UseResponse.Q. What type of pricing plans does UseResponse offer?
UseResponse offers the following pricing plans:
- Starting from: US$199.00/month
- Pricing model: Subscription
- Free Trial: Available
<li> Enterprise Plan Cloud: from $149 per 2 agents / month </li><li> Self-Hosted Enterprise: $4800 for the 1st year</li>
Q. Who are the typical users of UseResponse?
UseResponse has the following typical customers:
11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does UseResponse support?
UseResponse supports the following languages:
Chinese, Dutch, English, French, German, Japanese, Portuguese, Russian, Spanish, Thai, Traditional Chinese
Q. Does UseResponse support mobile devices?
UseResponse supports the following devices:
Q. What other apps does UseResponse integrate with?
UseResponse integrates with the following applications:
Confluence, Google Workspace, HubSpot CRM, Jira, Meta for Business, Salesforce Platform, Slack, Twitter/X, WhatsApp, WordPress, Zapier, Zoho Projects
Q. What level of support does UseResponse offer?
UseResponse offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Chat
Related categories
See all software categories found for UseResponse.
- Customer Service Software
- Help Desk Software
- Knowledge Management Software
- Complaint Management Software
- Idea Management Software
- Live Chat Software
- Service Desk Software
- Customer Support Software
- Customer Satisfaction Software
- Community Software
- Knowledge Base Software
- Sales Tracking Software
- IT Ticketing Systems
