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:

$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 and 5 others, Spain, France, Japan, Netherlands, United States

    Supported Languages

    Chinese, Dutch, English, French, German and 6 others, Japanese, Portuguese, Russian, Spanish, Thai, zh-hant

    Pricing starting from:

    $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: 108

    • @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 Management Software
    • 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 / Crowdsourcing
    • 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
    • Planning Tools
    • Polls/Voting
    • Prioritization
    • Proactive Chat
    • Problem Management
    • Project Management Software
    • Project Tracking Software
    • Purchasing & Receiving
    • 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
    #1 Alternative to UseResponse
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    Zoho Desk

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

    Zendesk

    4.4
    #3 Alternative to UseResponse
    Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

    monday.com

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    #4 Alternative to UseResponse
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    Reviews

    Overall rating

    4.7 /5
    (32)
    Value for Money
    4.9/5
    Features
    4.8/5
    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 32
    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 27/05/2019

    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.

    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 05/03/2021

    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.

    Jeremy O.
    Overall rating
    • Industry: Media Production
    • Company size: 201-500 Employees
    • Used Weekly for 6-12 months
    • Review Source

    Overall rating

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

    A solid product for a good price

    Reviewed on 24/05/2021

    UseResponse is a real solid product. You can customize the look and feel, integration with other...

    UseResponse is a real solid product. You can customize the look and feel, integration with other applications, and authenticate via SAML. We needed an easy way to track users' desires and UseResponse squarely addresses those needs.

    Pros

    UseReponse comes with a lot of features out of the box. The main reason we adopted UseResponse was to "crowd source" our development roadmap. By using UR, our user can tell us what they was in our products, and based on the number of votes, we can determine priorities. Additionally, there are many great add-ons and integrations available.

    Cons

    Sometimes navigating through the interface can be slow.

    Response from UseResponse

    Thank you very much for your review! We constantly work on improving UseResponse and adding new features based on the customers requests too. Hope UseResponse can help your company generate lots of great ideas to implement!

    Vishal J.
    Overall rating
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support Software

    your article, faq formating sucks

    Reviewed on 02/02/2016

    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.

    Michael S.
    Overall rating
    • Used Daily for 1+ year
    • Review Source

    Overall rating

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

    Powerful, easy to use,fantastic customer support

    Reviewed on 10/11/2017

    1) I can provide managed customer/ticket support
    2) I can easily integrate new custom support team...

    1) I can provide managed customer/ticket support
    2) I can easily integrate new custom support team members into the process
    3) I can teach users about my site interactive to my support system
    4) I can provide a 'Feature Request' system that I can use to not only assess user needs/desires but also keep them in the loop about status of those requests.

    Pros

    Right now my favorite feature is the 'inline' FAQ whereby I can add a 'What's This?' icon anywhere on my site which then pops up the UseResponse widget with an FAQ related to the user's current asset. This is fully integrated to the support system allowing me to both inform users of features interactively and allow for extended/related answers and even customer support.

    I tested a number of popular/leading competing services and found UseResponse to be the most comprehensive and easy to use of all of them and the price is decidedly right. For me the final deciding factor was that a company that creates customer support software in fact provides superior customer support too. I was able to learn about and set up all the features I needed with direct and caring support.

    I don't often 'gush' about software (actually usually I gripe :) ) but UseResponse IMHO deserves it.

    Cons

    So far not much. The only feature I'd love to include is the ability for FAQ/Articles to link to other articles inside the widget. Right now you are limited to either the sidebar of related articles (which keeps you in the widget) or adding a hyperlink to an artcile which opens a new browser window. I"m told they are working on that too though so that would leave me with nothing to complain about.

    Showing 5 reviews of 32 Read all reviews

    UseResponse FAQs

    Below are some frequently asked questions for UseResponse.

    UseResponse offers the following pricing plans:

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

    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, 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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