About UseResponse

UseResponse is an all-in-one multichannel Help Desk, Community Communication Platform, Live Chat with messengers, and Customer Self-Service designed for use by any type of company and community. UseResponse can be used by any organization - whether it produces goods, provides services, or is non-profit - to hear customers opinions & feedback in order to improve.

UseResponse is designed for Support Agents & Product Managers to help companies to understand their customers and their customers' feedback on the products and services on offer. Using a ticketing system, ideas bank & organized online documentation, UseResponse enables users to ask questions, report problems and leave votes, which in turn allows companies to collect feedback, suggestions, and actionable customer-based insights.

UseResponse enables organizations to provide support to customers in an effective way. With open code, UseResponse is fully customizable. They can organize communities, gather feedback and gain customers' loyalty with the help of different responses to ideas, problems and questions. Organizations can interact with users & customers and listen to their feedback to ultimately enhance their product or service.

Pricing starting from:

US$149.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to UseResponse

Key benefits of UseResponse

  • Provide multi-channel support with UseResponse through a self-service community, live chat, widgets, email requests & social networks.

  • Create custom automatic actions on objects & generate notifications on specific use cases with UseResponse's Scenario Automation.

  • Create your own customized interface. The UseResponse help center is implemented into the design of your website.

  • Embed widgets onto your website or as a popup to gather feedback and requests from your community.

  • Emails received are automatically converted into tickets according to custom rules.

  • Devices

    Business size

    S M L

    Markets

    Austria, Canada, Switzerland, Germany, Denmark, Spain, France, Japan, Netherlands, United States

    Supported Languages

    Chinese, Dutch, English, French, German, Japanese, Portuguese, Russian, Spanish, Thai, zh-hant

    Pricing starting from:

    US$149.00/month

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to UseResponse

    Images

    UseResponse Software - Support center dashboard
    UseResponse Software - Admin dashboard
    UseResponse Software - Idea full page
    UseResponse Software - Product development roadmap
    UseResponse Software - Ticket page
    UseResponse Software - Live chat full page
    UseResponse Software - Knowledge base
    UseResponse Software - Live Chat widget
    View 9 more
    UseResponse video UseResponse Software - Support center dashboard UseResponse Software - Admin dashboard UseResponse Software - Idea full page UseResponse Software - Product development roadmap UseResponse Software - Ticket page UseResponse Software - Live chat full page UseResponse Software - Knowledge base UseResponse Software - Live Chat widget

    Features

    Total features of UseResponse: 105

    • @mentions
    • API
    • Access Controls/Permissions
    • Activity Dashboard
    • Activity Tracking
    • Activity/News Feed
    • Alerts / Escalation
    • Alerts/Notifications
    • Approval Workflow
    • Archiving & Retention
    • Auto-Responders
    • Automated Routing
    • Brainstorming
    • CRM Software
    • Calendar Management
    • Call Center Management
    • Canned Responses
    • Case Management Software
    • Cataloging/Categorization
    • Categorization/Grouping
    • Chat/Messaging
    • Chatbot Software
    • Client Portal
    • Collaboration Tools
    • Commenting/Notes
    • Communication Management
    • Complaint Monitoring
    • Content Library
    • Content Management System (CMS) Software
    • Customer Complaint Tracking
    • Customer Database
    • Customer History
    • Customer Segmentation
    • Customizable Branding
    • Customizable Fields
    • Customizable Forms
    • Customizable Questions
    • Customizable Reports
    • Customizable Templates
    • Data Import/Export
    • Data Security
    • Data Visualization Software
    • Discussions / Forums
    • Document Management Software
    • Document Storage
    • Email Management Software
    • Email Templates
    • Employee Management
    • Event Triggered Actions
    • Feedback Management
    • File Management
    • Forms Management
    • Forum / Discussion Board
    • Full Text Search
    • Gamification Software
    • Help Desk Management
    • Idea Ranking
    • Ideation
    • Inbox Management
    • Interaction Tracking
    • Inventory Management Software
    • Issue Tracking Software
    • Knowledge Base Management
    • Live Chat Software
    • Macros/Templated Responses
    • Multi-Channel Communication
    • Multi-Language
    • Network Monitoring Software
    • Online Forums
    • Polls/Voting
    • Prioritization
    • Proactive Chat
    • Problem Management
    • Project Management Software
    • Project Tracking Software
    • Queue Management
    • Ratings / Reviews
    • Real Time Analytics
    • Real Time Notifications
    • Real-Time Chat
    • Real-time Updates
    • Reporting & Statistics
    • Reporting/Analytics
    • SSL Security
    • Scheduled / Automated Reports
    • Search/Filter
    • Self Service Portal
    • Self-Learning
    • Service Level Agreement (SLA) Management
    • Single Sign On Software
    • Social Media Integration
    • Status Tracking
    • Support Ticket Management
    • Support Ticket Tracking
    • Surveys & Feedback
    • Tagging
    • Task Management Software
    • Task Progress Tracking
    • Text Editing
    • Third Party Integrations
    • Ticket Management
    • Website Integration
    • Widgets
    • Workflow Configuration
    • Workflow Management Software

    Alternatives

    DeskPRO

    4.6
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    Zendesk

    4.4
    #2 Alternative to UseResponse
    Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

    Zoho Desk

    4.5
    #3 Alternative to UseResponse
    Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

    monday.com

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    Reviews

    Overall rating

    4.7 /5
    (35)
    Value for Money
    4.8/5
    Features
    4.7/5
    Ease of Use
    4.8/5
    Customer Support Software
    4.9/5

    Already have UseResponse?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 35
    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 1,001-5,000 Employees
    • Used for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Best customer support I can imagine

    Reviewed on 2019-05-27

    Pros

    It works great and is flexible for collecting feedback, ideas, and questions in real time and asynchronously.

    Cons

    Sometimes the admin console can be a bit difficult to navigate, but all of the features are there, somewhere.

    Overall rating
    • Industry: Government Administration
    • Company size: 501-1,000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Ticket management at its peak

    Reviewed on 2021-10-11

    I've had a great experience with this application ever since I acquired it, although its a little...

    I've had a great experience with this application ever since I acquired it, although its a little expensive but has a lovely interface and very high capacity and flexibility in the collection of questions and feedback, all in realtime interaction.

    Pros

    What I love most is the seasoned support which is always timely and accurate. With this app,I have the capacity to interact with multiple clients at the same time ,all in real time. Its definitely worth its cost as It integrates easily with other softwares and social media app

    Cons

    It is a very costly app,I believe the price should be reviewed. Aside this, its a great tool in network monitoring so I still love this app.

    Response from UseResponse

    Hi! Thank you very much for your time to leave a review of our UseResponse Software! We really appreciate it and always try to be customer-centric in providing customer support. We also try to base our product development decisions on customer insights. We totally understand your concerns regarding the price, but considering the features offered, the flexibility, the ability to create multiple portals with no extra cost, and comparing to the competitors with similar functionality set, we consider the price being reasonable at the moment. If looking into a complete suite, you can consider it's UserVoice, Zendesk and Intercom all in one. And again, thank you very much for being with us, we are very happy that our tool can be a helper in improving your customers communications.

    Vishal J. Vishal J.
    Overall rating
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support Software

    your article, faq formating sucks

    Reviewed on 2016-02-02

    We are considering leaving your service as your base design is pretty old style looking.

    You...

    We are considering leaving your service as your base design is pretty old style looking.

    You should consider modernizing it. Check out how Square space Knowledge base looks, we would like something which looks as mdoern as that https://support.squarespace.com/hc/en-us/categories/200352188-Knowledge-Base

    And the FAQ page should be modern like https://www.qapital.com/faq

    you can check how old looking http://withjoy.useresponse.com looks which is why we are likely to leave the service even though we have paid for it.

    Response from UseResponse

    Hello Vishal,
    In order to supply with good service, we are ready to assist you in integration of the system with website + customizing the look and feel of articles and knowledge base to your requirements.
    As system is very flexible, we try to utilize the common way of providing support in package, but not everyone would be amazed with features we have and UI we provide.
    Let us know if you can consider using our service, if we are to provide better UI for your needs in order for you to change your mind in regards to this review.
    Hope you would give us a chance to make product better and change your opinion here.

    Pedro B. Pedro B.
    Overall rating
    • Industry: Marketing & Advertising
    • Company size: 2-10 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 9.0 /10

    Your Customers Satisfied With Your Support, Service, Chat and Much More

    Reviewed on 2021-08-13

    My experience with the tool is very good, it has allied a lot of stress around here, therefore, I...

    My experience with the tool is very good, it has allied a lot of stress around here, therefore, I just complain about the amount we paid.

    But the tool itself is perfect and is being of good help.

    as I said, we can still integrate with other platforms. For example, Facebook messenger, among others. We were able to resolve things via live chat.

    It has been good, and the relationship with customers has improved and the personalized and more agile service has been improved.

    Pros

    A great working tool this, it worked right on my system.

    Perfect support agents, always accurate, we are no complaints or anything like that thanks to support.

    I like this tool, but it's a shame that we only had 14 free days, but we were able to use the entire structure of the tool.

    This tool allows me to have more interactions with the customer, multiple customers at the same time.

    It's good because it integrates with a lot of other software we use.

    Cons

    Look, I don't usually complain about the tools I use, as always, I'll continue without a negative review, however, a caveat.

    Just for the price, as I think the plans are a little high, and that's it.

    Response from UseResponse

    Dear Pedro,
    Thank you very much for taking your time to leave the review, we really appreciate and value every piece of customer feedback! Yes, you are right, we offer 14-day free trial including all the features to evaluate the system. However, if anyone needs some more time for testing the system, we extend the trial per request. This is always negotiable. Considering the set of features offered by our tool we consider pricing to be fair, however it may be of better value for large companies compared to small businesses. We are always happy to assist you in setting up and using the system, and hope that it can bring good value to your company!
    Best, UseResponse Team

    Michaela E. Michaela E.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 8.0 /10

    Great product, Great support & consulting

    Reviewed on 2021-03-05

    On the whole, the software convinces with an incredibly great and simple usability, it is well...

    On the whole, the software convinces with an incredibly great and simple usability, it is well thought-out and logically structured, and the team behind it is extremely competent and fast in support and small individual development projects. Larger individual requirements can be solved professionally through support or and cost-effectively consulting.

    Pros

    We first used Idea Management in the beginning, and later built up our Knowledge Base.
    We use the knowledge base for both internal and external user groups. The structure of the rights management is simple and flexible, as well as the possibility to form different communities, to distribute knowledge base articles to specific target groups and to manage information.
    In addition, we use the ticket system as internal workload management and can thus transparently share and manage all tasks.

    Cons

    Nothing worth mentioning, and it seems bug free too.

    Showing 5 reviews of 35 Read all reviews

    UseResponse FAQs

    Below are some frequently asked questions for UseResponse.

    UseResponse offers the following pricing plans:

    • Starting from: US$149.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    <li> Enterprise Plan Cloud: from $149 per 2 agents / month <li> Self-Hosted Enterprise: $4800 for the 1st year

    UseResponse has the following typical customers:

    11-50, 51-200, 201-500, 501-1,000, 1,001+

    UseResponse supports the following languages:

    Chinese, Dutch, English, French, German, Japanese, Portuguese, Russian, Spanish, Thai, zh-hant

    UseResponse supports the following devices:

    UseResponse integrates with the following applications:

    Confluence, Facebook for Business, Google Workspace, HubSpot CRM, Jira, Salesforce Platform, Slack, Twitter, WhatsApp, WordPress, Zapier, Zoho Projects

    UseResponse offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base Software, Chat

    Related categories

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