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Feature-rich Customer Support & Feedback Software including Multi-channel Ticketing, Live Chat With Messengers Aggregator, ChatBot, Feedback Community Portal, Knowledge Base. Available in SaaS & On-Premise. Highly customizable, scalable, and flexible. Free 14-day trial.
Provider
UseResponse
Located In
United States
Foundation
2011
Open API
Yes
Deployment
Cloud, SaaS, Web-Based, On-Premise Windows, On-Premise Linux
Training
Live Online, Documentation, Videos
Support
Chat, Email/Help Desk, FAQs/Forum, Knowledge Base
Best for any type of business like SaaS and software development companies, financial institutions, logistics, educational. The on-premise option is a good fit for enterprise-wide companies.
Content Source: UseResponse
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UseResponse Reviews
Pros
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.
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.
It's a good mature feature set and was fairly straight-forward to setup. They customized our Wishlist as an enterprise solution and we were impressed with the results.
We have been looking for a solution, but wanted the application to host locally themselves. Useresponse was then the brilliant solution.
Cons
Useresponse charged us to get the articles back (which is bad enough), but then we found none of the images were brought back.
It is a very costly app,I believe the price should be reviewed.
Some functionality we wanted that wasn't available, has been delayed.
I have a lot of e-mails and requests coming from my customers and it was very difficult for me to organize all of them.
"Your Customers Satisfied With Your Support, Service, Chat and Much More"
Overall: 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.
Vendor Response
"Ticket management at its peak"
Overall: 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.
Vendor Response
"Took unauthorised payment from our card on file and refused to refund it"
Overall: We decided to leave partly through the lack of ability to store customer details and link tickets to them, but also through a few instances of dealing with their support team and finding them very unprofessional and almost vindictive. On one occasion we lost a lot of articles from our knowledge base because we deleted the user that wrote them. Useresponse charged us to get the articles back (which is bad enough), but then we found none of the images were brought back. We complained about this, so they said they would refund us, but on doing so also then deleted the articles they had brought back so we didn't get even half of our problem solved.When found another system to move to we then discovered Useresponse had taken an unauthorised payment from our lodged card. This was for a full years fees and was taken only 2 months after we had signed up for a years extension so still had 10 months left. The company refused to refund the payment.I would strongly warn anyone against using the system as the company doesn't work to their customers best interests.
Pros: Integrated with other systems we use and had a realtime dashboard.
Cons: No single view of customer, no agents knowledge base, extremely untrustworthy and unprofessional company
Vendor Response
"Great product, Great support & consulting"
Overall: 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.
"Easy to use, highly customizable and a customer support that is second to none"
Overall: We are using the feedback software of UseResponse to create a platform for our customers to give direct feedback. We didn´t have something like this in our company before and we are very happy that we´ve found such a great tool and partner to work with.
Pros: UseResponse takes care of integration and helps in every step. The software contains several product-parts that can be switched on and off as needed. This company is highly customer-centric and tries to always meet customer needs. Their customer support is always available and has a response time that is second to none. The software is highly customizable without leaving the standard. UseResponse makes sure that they keep it updatable, even if they implemented many changes due to customer wishes. We are working together for 2+ years and I can not think of a better partner.
Cons: The mobile view and the responsivness of some of the product-parts works good for most cases but could be aproved in the feature.
