UserTesting

It's helpful when there is an error with your test that you get an email.

Whenever I face challenges with sessions or contributors, the support team responds promptly, offering assistance and suggesting solutions such as withdrawing the session and initiating a new one to address the issue. Their fast response ensures that any obstacles encountered during the testing process are quickly resolved. Avoiding frustration during this work is essential.

I always had an amazing interaction with the support team at UserTesting. Every time we would even have sessions scheduled for us to review whether we were happy about the experience. I always had an option to replace participants in case something went wrong with a session. I would rate it 5/5.

Support is excellent responsive, and very helpful.

It’s not easy to get a hold of someone. We do have a contact but we often get generic answers or FAQ links that don’t solve our problems or answer our questions.

UserTesting is always available for our needs

They have been pretty supportive when asking them about feasibility of a study, but beyond that I have not interacted with the support team.

I appreciate that UserTesting support team is ALWAYS available via chat online. I've had a seamless experience and they usually respond quickly (under 3-5 minutes). Even at times, when they couldn't provide an answer right away, they would always follow up via email within the day. Thank you to the entire team for an excellent service!

Amazingly fast response time from the support time, also we have a preferred relationship so we always get response in less than 24 hours. In the situations where we need immediate response, we have dedicated support member also available. Our account manager is also extremely responsive and always providing thought leadership and thinking strategically rather than just trying to sell the licenses!

Customer support at UserTesting is some of the best I've ever received as a consumer of any kind, bar none. Responses are quick and informative, and everyone always seems happy to help. I love UserTesting support.

I have not contacted support.

The technical support is great. They're really friendly and helpful. We've always been able to solve any issues presented. Whenever I have a problem while setting up my test, I can easily click on technical support and be contacted with a rep that we'll go into my account and solve whatever issue I have.

The tool is really helpful inside my company and pretty used for User Research methods such as usability tests, concept design ideas, ab testing, unmoderated interviews and also user recruitment from our base and their base. The support was pretty effective in both scenarios even when I had an issue with test planning or regarding the contract, for example.

We've got the premium support and I can schedule time is a Sr. consultant to go over any questions I have. Very helpful.

Never contacted support and cannot skip this question without typing at least 50 words in the box. Never contacted support and cannot skip this question without typing at least 50 words in the box. Never contacted support and cannot skip this question without typing at least 50 words in the box.

The support team at UserTesting is super helpful, responsive, and overall respectful and nice. They respond to your chat requests very quickly if you need immediate support within the tool, where time is of the essence. If you need support via email, they are quick and responsive there too. They are also very nice and helpful.

Never used support but it won’t let me skip this question (as the instructions suggest).

They have answered and replied to every request in a timely manner

The interactions I've had with various members of the team have been really helpful - from trial to set-up of the platform to the learning and best practice resources also included.

Sometimes bugs occur and I cannot see a session that did not load up properly, UserTesting support helps very quickly and returns back credits too.

Almost perfect. Just dropped me once and answered the wrong question once

When ever I have a participant that I think is a poor participant is quickly replaced and there are no questions asked

User testing support with our day to day activities as well as ensuring we get the most value from it.

Same day fixes, generally speaking. For more complex problems that typically have internal dependencies, they come up with temporary fixes and work with our internal teams on full resolution.