Name: UseResponse
Price: 3200 USD
Rating: 5 (1 reviews)
Author: UseResponse

Customer Success Management Training

Help Desk

Web and Video Conferencing

Customer Support

Continuous Integration

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Enhanced 911 (E911)

Enterprise

Accounting

Crypto Asset Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

Employee Onboarding

Employee Performance Management

HR Management

Payroll

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Change and Configuration Management

Cloud Storage

Converged Infrastructure

Cybersecurity Consulting

Fraud Detection

Hyper-Converged Infrastructure

IT Asset Disposal

In-Memory Databases

Integration Platform as a Service (iPaaS)

Network Monitoring

Network Performance Monitoring

Release Management

Software Composition Analysis (SCA)

Solid State Drives

Threat Intelligence

Value-Added Resellers (VARs)

Virtualization Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Content Management

Content Marketing

Creative Collaboration

Creative Management

Customer Reference Management

Email Marketing

Heatmap and Session Recording

Marketing Automation

Marketing Resource Management

Mobile Marketing

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Field Service Management

Project Management

Professional Services

Customer Relationship Management (CRM)

Point of Sale

Sales

Cloud Infrastructure Entitlement Management

Security

Aviation

Commercial Drone

Equation Editors

Financial Services CRM

Home Health Care

Oil and Gas

Practice Management

Revenue Cycle Management (RCM)

Vertical-Specific

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### Customer Support and Service
Users consistently praise UseResponse's exceptional customer support and service capabilities. The reviews highlight the company's dedication to meeting customer needs and providing timely and effective support. Customers appreciate the ease of contacting support through various channels and the quick response times. While there are some mentions of the program being challenging for those with limited knowledge of customer service systems, overall, the sentiment leans heavily towards positive experiences with UseResponse's customer support and service.

### Feedback and Interaction Management
Users consistently highlight UseResponse's feedback and interaction management as a key strength of the platform. They appreciate the software's ability to facilitate direct feedback from customers, enabling real-time interactions and enhancing customer support processes. The flexibility and responsiveness of UseResponse in incorporating user feedback have garnered positive feedback, with users noting the platform's effectiveness in collecting and managing customer insights. Additionally, the integration capabilities with other software solutions have been commended for streamlining interactions and improving overall customer engagement.

### Real-Time Communication
User feedback on UseResponse's real-time communication capabilities varies widely. While some users praise its ability to interact with multiple clients simultaneously in real time, others highlight its effectiveness in collecting feedback and ideas promptly. The direct messaging tools offered by UseResponse enable users to engage with customers in real time, although the quality of feedback received may vary. Organizations seeking to enhance their customer service systems may find UseResponse's real-time communication features beneficial, despite differing opinions among users.

### Knowledge Base and Documentation
Opinions vary on UseResponse's knowledge base and documentation functionality. While some users praise the platform for its simple and flexible structure in managing information and distributing knowledge base articles to specific target groups, others find it challenging to navigate without a strong background in customer service systems or computers. The consolidation of knowledge databases has allowed for more efficient information management, benefiting both internal and external user groups. Despite mixed opinions, the overall consensus seems to be that UseResponse's knowledge base and documentation capabilities have both strengths and areas for improvement.

### Customization and Flexibility
Users consistently praise UseResponse for its high level of customization and flexibility, highlighting its ability to meet diverse customer needs effectively. The software's customizable interface allows for easy integration with other applications, while its flexibility in adapting to different user groups and managing tasks efficiently has been well-received. Reviewers appreciate the simplicity and adaptability of the knowledge base structure, enabling the distribution of information to specific target groups and transparent task management. Additionally, users find the system interface highly customizable, making it easier for teams to collect feedback, ideas, and questions in real time and asynchronously. The overall sentiment regarding UseResponse's customization and flexibility capabilities is positive, with users valuing its adaptability and user-friendly features.

### Integration and Consolidation
Users consistently praise UseResponse for its exceptional integration capabilities and customer-centric approach. The software's ability to integrate with various applications and social media platforms has been highlighted as a significant advantage. Additionally, users appreciate the ease with which different product parts can be activated or deactivated based on their specific needs. The high level of customization without compromising standard features has also been a key factor in users' positive experiences with UseResponse. Furthermore, the software's commitment to staying up-to-date and responsive to customer feedback has garnered praise from long-term users.

Users commonly recommend the following:

1. Starting off deployment for a particular department: Reviewers suggest implementing UseResponse initially for a specific department to refine usage of the platform and assess staff capabilities.

2. Taking advantage of the free version: Many users highly recommend trying out the free version of UseResponse, praising its ease of use, affordability, and customizable features.

3. Utilizing inline help and CSS customization options: Customers suggest making use of UseResponse's inline help feature and extensive CSS customization options, which allows for a tailored user experience and personalized branding.

These recommendations highlight the importance of targeted deployment, exploring the free version, and customizing the platform to meet specific needs using inline help and CSS customization options.

UseResponse is a comprehensive feedback software that helps businesses and educational institutes to manage customer support solutions effectively. Customers can provide direct feedback via the platform, which allows users to collect data and understand the quality of service provided. UseResponse is highly customizable to meet user's needs and provides an all-in-one solution to manage support ticket systems, FAQs, knowledge bases and feature requests. 

The software helps to mitigate the amount of customer support needed by integrating ticket systems with the FAQ system, providing automated answers to users. It also helps in assessing user needs via a feature request system that allows businesses to prioritize new features based on their customer's feedback. For educational institutes, UseResponse has helped resolve routine issues and save time on customer support tasks. The software provides intelligent ticket processing to aggregate all requests in one inbox from different support channels, which allows businesses to measure their support agent's performance effectively. Furthermore, UseResponse provides hosting forums and building self-service centers and knowledge bases helping customers find answers independently with ease.

Overall, UseResponse provides an integrated feedback solution that talks seamlessly with each other. It is continuously improving with the help of feedback gained from customers and is cost-effective, providing exceptional support and service by the UseResponse team using their own tool.

High Pricing: Some users have criticized the high pricing of UseResponse, which they feel is not justified by its features and capabilities. 

Complex Navigation: Several reviewers have mentioned that navigating through the interface can be slow and complex, especially for users without extensive knowledge of customer service systems or computers.

Delayed Functionalities: A number of users feel that certain functionalities they wanted have been delayed or not yet implemented, such as email functionalities and integrations with other software like Zendesk.

Customer Support: Many reviewers have praised the customer support provided by UseResponse, with some stating that it is quick and helpful. The use of ticket rules to automate ticket processing has also been cited as a great feature that saves time for the support team.

Ease of Use: Users appreciate the ease of use offered by UseResponse, noting that it is easy to navigate and understand. They find the software highly customizable and flexible, allowing them to manage information effectively. Some users also appreciate the multi-lingual features offered by UseResponse.

Value for Money: Many reviewers feel that UseResponse offers value for money compared to competitors, with some noting that its on-premises option is vital for their needs. The software's affordability combined with its ease of use makes it an attractive option for businesses looking to manage customer interactions across multiple channels.

UseResponse helps companies provide customer service support using several channels 
and organize their community around products or services on their server.
 
It's all-in-one support suite with feedback, help desk ticketing system, 
knowledge base and live chat in one package. Integrate it using API, built-in translation tool 
and fully customizable interface with extended modular system.

Self-Hosted

Basic

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

Growth

Free

UseResponse

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

<a><div><div><p>UseResponse is a provider of Customer Support and Feedback Software that is trusted by 1000+ customers including Cpanel, P&amp;G, IBM, CISCO, Avast, Huawei, Century21.</p></div></div></a>

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

includes one of the platforms, 5 support agents, announcements.

UseResponse

Overview

What is UseResponse?