UserTesting

Support is very responsive when I have an issue with a video or a user who shouldn't have qualified for the study. Responses are not immediate, but I haven't experienced issues that warrant an immediate response.

Support teams are very responsive and helpful.

Honestly have not had a lot of issues that resulted in a call to support.

So far so good. I have only had one support issue, where a test was getting paused because participants were unable to proceed forward in the prototype we were testing. Support more or less helped me to identify where the problem was. I wish they would have allowed me to watch the videos so I could see exactly what was happening, but we managed to deduce what was going on and fix things.

Our customer success rep is fantastic and is always able to help us out when we need it.

From sales to ongoing support, [UserTesting] staff have been very responsive and available. Sales really took time to understand our business and our need. Relationship management team took time to onboard us, ongoing support has been useful and effective.

Haven't really needed to use support.

UserTesting has always been really quick to answer any questions I have. They are also very generous and happy to help when I have messed up a test and need to cancel or have a test replaced. They are quick to solve any problems I have.

UserTesting offers chat support so while I am working I can start a conversation and figure out a problem within minutes. No waiting on the phone for email responses.

Support is great. They're very responsive. Although sometimes you can have some issues that you'll be waiting on a response for a while. However, it never feels like you're talking to robots, every time you go through support it feels like you're talking to a real human and someone who actually cares about your issues.

They are pretty responsive and helpful. They are also willing to pass on product feedback.

Any time I've had trouble, UserTesting responds within minutes. Also, the inline chat feature is very helpful.

Support has been great. They are very responsive and helpful, although I do still have some outstanding issues that I am waiting for a response on. I feel like they do care and are trying to help me be successful.

Amazing. One of the best out there. They are very quick to respond to any queries/concerns you may have and address them as soon as possible. They are very good about refunding sessions if there's a technical glitch or participants don't show up on time. Also very happy to reschedule sessions for you ad hoc.

Every time I have contacted User Testing, whether it was a participant issue, UI issue, or just a question, they have responded promptly and professionally. I can't think of a vendor I have used that is so GOOD at what they do.

There have been times when I have needed some assistance setting up testing or changing criteria. Calling UserTesting or emailing issues, I have gotten a quick responds back and a successful solution. They have been available to help and are able to quickly find solutions that have worked for me so that I can get back the project at hand.

This is the best tool for doing moderated and unmoderated user tests. It's easy to use. It's intuitive. The support team is incredibly helpful. It's much more affordable than the competitors' platform and they are always adding new features. I can't say enough good things about UserTesting.

Haven't had too much experience but they seem to be generally responsive and helpful.

Every time I've reached out to UserTesting for help, they've been responsible. My customer success manager has always been attentive and helpful. Customer support has been speedy and smart. I've never had a problem that I couldn't get figured out by reaching out and asking UserTesting for a little bit of guidance.

I was very happy with the support I received. The team was very quick to respond and they would help with test designs and recruitment. Also, whenever a test response wasn't up to our standards they were very quick to replace that response with a new one.

In the rare cases where we've had a test participant from UserTesting's panel not complete a test or not follow the instructions, UserTesting is always quick to respond with an apology and a free re-test with a different participant.

My only complaint is with the pricing, which seems unnecessarily high and results in lengthy negotiations every year. They often want to up-sell us with some professional services that we don't need.

Never had any problems or issues with anything that wasn’t solved quickly by the online support person or that I couldn’t discover myself via self-service use of documentation. I have found it to be a very responsive and intuitive process from start to finish, this includes those rare moments where customer support required.

Without full-time research, it can be difficult to slow down and test. Work needs to be done to advocate for more testing. On the contrary, sometimes too much testing can be requested for small aesthetic changes that have little to no perceived value. This can increase confidence but can get in the way of larger studies. Internally educating on the usage of UserTesting may be necessary.

The support we've received from the UserTesting team has been great. Response times have been fast and we've generally been able to get a resolution within first contact.

Again, the consultants are very knowledgeable and helpful, but you pay for their time. The regular support is helpful; our account rep has changed very frequently which makes it tough to establish a deeper relationship. The ability to reject a tester when they don't complete the tasks and automatically get a new tester at no cost is very good. Overall, we haven't needed support very often.