TrustRadius Insights
UseResponse is a comprehensive feedback software that helps businesses and educational institutes to manage customer support solutions …
Starting at $39 per 2 agents/month
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What is UseResponse?
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…
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Self-Hosted
$3200
On Premise
includes one of the platforms, 5 support agents, announcements.
Basic
from $39
Cloud
per 2 agents/month
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.useresponse.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Details
- About
- Integrations
- Competitors
- Tech Details
What is UseResponse?
UseResponse is a feature rich all-in-one customer support suite that can be installed on a server or used as SaaS. Some features Include: HelpDesk with Ticketing, Feedback Community, Self-Service (Knowledge Base) and Live Chat.
The vendor’s value proposition is that UseResponse has a comprehensive and easy to use interface and the setup and configuration process is fast and simple. Free training and consultations are provided by the vendor as well as well as help with setting up the system if needed.
UseResponse Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
UseResponse Screenshots
UseResponse Integrations
UseResponse Competitors
UseResponse Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | No |
UseResponse Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 7% |
| Mid-Size Companies (51-500 employees) | 72% |
| Enterprises (more than 500 employees) | 21% |
Comparisons
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Reviews
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
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.
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.
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.
Users commonly recommend the following:
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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.
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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.
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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.