Best For

Best for any type of business like banks, universities, telecom operators, mobile operators, ios and android market sellers. Used mostly by business owners, support managers and marketing agents.

Product Details

A powerful help desk ticketing system. Pricing starts at $15/month. Could be used as a self-hosted solution installed on your server or Cloud option, UseResponse can be embedded and deployed easily.

Contact Details

UseResponse

http://www.useresponse.com

Founded in 2011

Located in United States

UseResponse Pricing Overview

UseResponse pricing starts at $15.00.There is not a free version of UseResponse.UseResponse does offer a free trial.

Starting Price

  • $15.00

Free Trial

  • Yes

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • Business Hours
  • Online

UseResponse Features

Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Activity/News Feed
Collaboration
Idea Ranking
Ideation
Mind Map
Status Tracking
Workflow Management
Cataloging/Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal

UseResponse Reviews

Showing 5 of 29 reviews
Overall
4.7/5
Ease of Use
4.8/5
Customer Service
4.9/5
Verified Reviewer
Information Technology and Services, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
May 27, 2019

“Best customer support I can imagine”

ProsIt works great and is flexible for collecting feedback, ideas, and questions in real time and asynchronously.
ConsSometimes the admin console can be a bit difficult to navigate, but all of the features are there, somewhere.
Reviewer Source 
Source: Capterra
May 27, 2019
Michael S.
Director Of Development
Unspecified
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
November 10, 2017

“Powerful, easy to use,fantastic customer support”

Overall1) 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.
ProsRight 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.
ConsSo 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.
Reviewer Source 
Source: Capterra
November 10, 2017
Loveday A.
Project Manager
Information Technology and Services, 1-10 employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
March 24, 2017

“UseResponse: an All-in-One Solution for your Help Desk and Support Suite.”

OverallUseResponse has proved to be one of the Best decisions we undertook. We were looking for an All-in-One Solution to enable us to manage Our Customer Support Solutions, and UseResponse turned out simply great. We used the Trial version, and got Our Team to test every aspect of the system, and were very happy with the outcome and Information gathered were thoroughly analysed and formed part of Our decision to upgrade. The System interface is highly customisable to Our needs, and it's easier for Our Team to use Its Self-Service Community integration to Gather ideas, Topic Voting, aggregate Problems, Questions, provide support with this great customer feedback software, help desk ticketing system packed in one simple solution. Digging deeper, we utilised the Help Desk Analytics Tools (HDAT) to measure Support Agents Performance. One other great feature is the Intelligent Ticket Processing (ITP) and the ease with which All requests aggregated in one inbox from different support channels. I will highly recommend anyone whose Business is looking for a seamless Combination of Help Desk + Multilingual Knowledge Base Features and API integration and Mobile ready (IOS and Android integration). Throughout the integration Process, the UseResponse Team were of immense support. Their Customer Support Team is great. UseResponse is Value for money.
Pros Unique feedback system Social Integration Content analysing Multi lingual knowledge bases Unified Agents interface for all platforms Fast customer support and problem-solving Unique feedback system Ticket merge Restful API, IOS, Android integration Several Feedback sources: community portal, embedded widget Ease of Installation
Recommendations to other buyersThis System is best for any organisation that wants to know their Customers very well, understand their opinions about their Products and Services. UseResponse is Value for money.
Source: Capterra
March 24, 2017
Vishal J.
CEO
Unspecified
Used the software for: Unspecified
Overall Rating
3/5
Ease of Use
5/5
Customer Service
2/5
Source: Capterra
February 2, 2016

“your article, faq formating sucks”

OverallWe 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.

Vendor Response

By UseResponse on February 2, 2016
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.
Source: Capterra
February 2, 2016
Natraj K.
CEO
Computer Software, 1-10 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 12, 2018

“3 Years experience was great! Quick email responses and Great Documentation”

ProsSimple UI with great functionality, lot of documentation and support is fantastic. Simple to implement and immediate email support.
ConsEmail functionalities and integrations like Zendesk is missing. As you improve on these, it would be great.
Reviewer Source 
Source: Capterra
July 12, 2018