UserTesting

Whenever I had an issue I contact the the support through the chat or email to get help. I get quick responses and solution to my issues. Also if there is something I'm not sure how to use or set up I would get the immediate help from support team

The chat feature is great and I usually use it to reach out to replace at least one respondent every other study. I wish I didn't have to reach out and I could self-serve (e.g., replace bad participants who don't try or don't follow instructions) on my own, but because I do not have that option, at least they're responsive and generally helpful when I reach out.

I can usually get a response from the support team on the same day and they will always follow up to ensure the case is resolved.

Usertesting support was very helpful during the times that reviews weren't satisfactory to my goals. They allows me to take credit for those tests and the ability to reapply them for another user to take which was wonderful. I think Usertesting truly has the business goals in mind for helping you work with users to improve your website.

Can sometimes be a bit slow to respond to questions, but when they do the responses are helpful.

We’re in Australia. If we have an issue mid-day, because of the time zone difference, we have to wait a full 24 hours to get a response from customer service. Hence delaying things for us.

The platform is pretty easy to use and it has a very clear interface. Also, FAQs are complete and we never had the need to request customer care support from humans. Overall the automated support is pretty clear but before using it the marketing communication explaining what the platform could do can be improved with more features/vertical examples.

Good reach out from account managers, and easy to get to tech support, but otherwise issues in between are hard to find someone to talk to.

The customer support has been prompt, thorough, and friendly. The organization welcomes input and suggestions. I've had only good experiences.

I rarely have had to contact support but when I do, they're able to solve my issue immediately. I recently had to contact support because of a strange glitch and the rep suggested that if it happened again, that I remain on the line with the participant while contacting support so that support could try to salvage my session. I don't know why I hadn't thought of that myself but I'll definitely do that in the future.

Email support is fast and friendly. UserTesting staff is available for video calls and welcomes feedback from their customers. I have had multiple opportunities to offer feedback and suggest improvements for the service as a regular customer, and I have seen changes made based on what I've shared with the company's own researchers. The UserTesting platform is just getting better and better.

The guides that are on the website have been good to refer to if something comes up that I am not sure of. The ability to have access to power sessions with other researchers that you can book have also been benefical.

Because of the online community, the university, and the number of other support channels, UserTesting has really made getting help easy and accessible. I, personally, have not reached out to the support team, but other team members have and they've been pleased with the help they have received.

UserTesting support was some of the best I've experienced in the industry. In addition to their in-line help (which was top-notch), they have UserTesting University, which is a community of like-minded corporations and individuals learning and sharing their experiences. The content included webinars, articles, and a variety of user-generated topics.

They are the top of their game when it comes to timely responses. We feel heard at UserTesting.com

UserTesting's account managers and support team are one of the best out there. Their response time is quick, and they know how to answer any questions you'd have. Moreover, their support team goes beyond supporting you with technical knowledge about how to use their tools, but they also offer support in terms of user research and tips about how to set up your studies.

I would have given it a 10 two years ago, but unfortunately, it feels like it's gone down a lot over the past year. I used to reach a real person right away every time I clicked help, but now it takes me to a bot. I also feel like I don't get the personalized account service that I used to - we used to have dedicated customer success people that knew our account inside and out (our challenges/struggles, past projects, plans for the future, etc.). Now we are being pushed towards a more general support pool, and I don't trust that anyone is really paying much attention to our account except when it comes time for renewal.

I have had to contact support a few times and always received a response very quickly that completely answered my question. I haven't had any issues when dealing with support.

Join the CommUnity! UserTesting provides plentiful onboarding materials that include support for getting started with the platform, best practices for testing the user experience and building questions, plus the CommUnity provides access to other professionals implementing UserTesting to ask questions, share tests for feedback, and learn more about how UX is implemented across industries. It's phenomenal.

Support is pretty responsive via a chat or email. The knowledge base on the website is pretty straightforward. I didn't really have a big challenge when using the platform initially. There is no learning curve per se, you choose what user testing you want, select your audience, choose the payment and off you go.

Support has been good in the past but we had an issue with timeliness in a recent issue.

Support is generally helpful and quick to respond. I like the chat function as it does square away most simple questions and issues. However, when a test gets put "on hold" due to a tester issue, there is no way to report why that test is on hold. The tester provides detail but cannot show a screenshot or other assets, making it based solely on their description. This is usually not enough information to go by. We are also then dependent on UT to restart the test and are unaware of their timeline.

Our UserTesting.com representative meets with us monthly to inform us of new features and gives us an opportunity to ask questions. Also, if we ever have an issue running a test, customer support is very quick to help us resolve this issue via email, whether it's re-running a test or getting refunded on a test that we did not get valid feedback on.

UserTesting has a good marketing team that really follows up on each and every test, which is really good. The responses received from the test conducted via this platform has made us take several important decisions related to UI and UX changes which has helped us to grow. It is really easy to set up a test here too.