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UseResponse Reviews & Product Details

UseResponse is a powerful Customer Support & Feedback Suite that combines the functionality of Omni-channel Support Ticketing Center, Feedback Community Forum, Live Chat , and Knowledge Base. UseResponse helps companies to improve customer support by introducing better customer self-service with the help of smart automation, chatbots, public communities, and embeddable knowledge base functionality. The system is highly customizable and can be used as SaaS & Self-Hosted solution with 100 % open code.

Seller

UseResponse

Discussions

UseResponse Community

Languages Supported

German, English, French, Japanese, Dutch, Russian, Spanish, Thai, Chinese (Simplified), Chinese (Traditional)

Overview by

Stas Kuzma (Product/Project Management)

Pricing

Pricing provided by UseResponse.

Enterprise Package

$149

per 2 agents per month

Self-Hosted

$4800

one-time fee

View More Pricing Information

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UseResponse Media

UseResponse Demo - Community Feedback Platform for Feature requests

Create custom queues of incoming requests in your company to make help desk software be personalized for each member of the team

UseResponse Demo - Backend Agent Dashboard

Create, manage and close the incoming tickets as well as perform mass edits.

UseResponse Demo - Kanban Boards for Product Development Roadmaps

As a part of Agile service desk use Kanban boards to make the work of your IT department visual.

UseResponse Demo - Ideas & Feature Requests

Feedback community management

All fields are customizable

sample view of Articles and FAQs page

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Verified User in Semiconductors

Enterprise (> 1000 emp.)

1/14/2018

"A Great Customer Support Experience at One Place"

4.5/5

What do you like best about UseResponse?

Their support is equally good at technical and business aspects of the different products. Their ticket system is great and so is their team at responding to problems within 24hours. A great User-interface too. Review collected by and hosted on G2.com.

What do you dislike about UseResponse?

Thier website fits perfectly on a 15-inch laptop or maybe a bigger screen but its troublesome on an ipad or tablets. Other than that, there's nothing to dislike. Review collected by and hosted on G2.com.

Recommendations to others considering UseResponse:

Their cloud version's support, user experience and optimization for different products is truly excellent. This is why I would strongly recommend you to use it. Their support isn't just great for your customers, it's awesome for you too. Review collected by and hosted on G2.com.

What problems is UseResponse solving and how is that benefiting you?

Great Customer service, excellent ticketing system, Increasing our brand's face value and recognition. User support and helping build our brand's community. Review collected by and hosted on G2.com.

Dmitry M.

Co-Founder

Small-Business (50 or fewer emp.)

11/17/2017

"Excellent support and powerfool tool for managing customer feedback"

5/5

What do you like best about UseResponse?

It is very flexible in terms of collecting ideas from our customers and understanding what customers require to be implemented first of all. Review collected by and hosted on G2.com.

What do you dislike about UseResponse?

Sometime it takes a long time to get features submitted to their ticket system, what is fair enough as their number of clients growing. Administration area is a bit hard to learn to start. Review collected by and hosted on G2.com.

Verified User in Education Management

Mid-Market (51-1000 emp.)

9/11/2017

"Simple, intuitive helpdesk product backed by a team who are very perceptive and responsive."

4.5/5

What do you like best about UseResponse?

The integrated helpdesk experience with a highly intuitive user interface. Review collected by and hosted on G2.com.

What do you dislike about UseResponse?

Minor tweaks to the interface will allow better utilization of valuable screen space on a 13-inch laptop. Review collected by and hosted on G2.com.

Recommendations to others considering UseResponse:

We are a customer of the cloud version and my personal feeling is that user experience in the cloud version should be targeted and optimized for small businesses with perhaps less than 20 agents. This is the case as of now and I anticipate that any future progress would be in this direction.

If you have any specific features that are not yet included, my impression is that the UseResponse team will listen to you and will build those features soon enough. Review collected by and hosted on G2.com.

What problems is UseResponse solving and how is that benefiting you?

We were trying to make it unnecessary for the students of an educational institute to personally visit the student services office to resolve most of their routine issues. Review collected by and hosted on G2.com.

Dhruvam N.

Assistant to CEO

Information Technology and Services

Mid-Market (51-1000 emp.)

4/4/2017

"One of the best I have used. Must try."

5/5

What do you like best about UseResponse?

I have been running a retail business and faced problems with clients requests and support. It’s easier 100% to support our clients via tickets rather than emails as we used to do before. As our company is a global retail business we are now using useresponse’s multi – lingual feature which allows me to handle all teams from different language departments in one place. Ticket rules which allows to automate ticket processing is another great feature we used in useresponse. By clicking several buttons to configure ticket rules suitable for my business our support team spend far more less time to process request.

If you are reading this, don't waste your time and use this as soon as possible if you want your business to grow. Review collected by and hosted on G2.com.

What do you dislike about UseResponse?

Personally there was nothing to dislike in this flawless software. Review collected by and hosted on G2.com.

Loveday A.

Project Support Officer/APM

Marketing and Advertising

Small-Business (50 or fewer emp.)

3/24/2017

"UseResponse: All-in-One Help Desk and Customer Support Suite."

5/5

What do you like best about UseResponse?

The UseResponse 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.

Other features we loved were:

• Unique feedback system

• Multi – lingual knowledge bases

• Unified Agents interface for all platforms

• Fast customer support and problem-solving

• Several Feedback sources: community portal, embedded widget Review collected by and hosted on G2.com.

What do you dislike about UseResponse?

With the great Feature of UseResponse, there is nothing practical to dislike. Review collected by and hosted on G2.com.

Recommendations to others considering UseResponse:

If you really want to know your Customers very well, understand their opinions, then UseResponse is the Platform to be on. Review collected by and hosted on G2.com.

What problems is UseResponse solving and how is that benefiting you?

We were looking at ways to know our Customers very well, understand their opinions, gather their feedbacks and work seamlessly to respond to their needs in a timely manner.

We had tried the traditional tools, cold calling and its likes, but never got the needed satisfaction and boost to Our Business.

After some research, we came across UseResponse and tried the Trial Version, and to our utmost surprise, UseResponse lived up to its Name and reputation as one of the best in the Industry. Review collected by and hosted on G2.com.

Matt W.

Integration Consultant

Information Technology and Services

Mid-Market (51-1000 emp.)

3/3/2016

"UseResponse Community is Great!"

5/5

What do you like best about UseResponse?

Ease of use and the responsiveness of the company to support requests and the openess to enhancement suggestions Review collected by and hosted on G2.com.

What do you dislike about UseResponse?

There isn't anything about the product that I dislike I think with time the knowledge base and user base will make information even better and easier to solve without having to go to the support center. Review collected by and hosted on G2.com.

Recommendations to others considering UseResponse:

make sure that you understand the full breadth and depth of the product. It is so feature rich and there is always more to come they are constantly improving the product. We are very pleased with everything. Review collected by and hosted on G2.com.

What problems is UseResponse solving and how is that benefiting you?

We are using this as our forum and as the basis for building our own software support community. This will become our new self service center and knowledge base. it is allowing us to customize and host everything in a way that is easy to configure and customize. Review collected by and hosted on G2.com.

Kapil M.

Founder & Managing Director

Financial Services

Small-Business (50 or fewer emp.)

8/17/2015

"Simply Exceptional Feedback, Knowledge Base, FAQ & Ticketing Solution"

5/5

What do you like best about UseResponse?

(1) Host the solution on your server or use the cloud option

(2) Easily configurable to suit your needs

(3) Exceptional support and service by the UseResponse Team using their own tool

(4) Continuously improving the product with the feedback gained

(5) Easy to build a community, get ideas from this community, along with problems faced & accolades.

(6) Integrate your Knowledge base & FAQ with the Ticketing solution

Check it out on www.truedata.in/feedback Review collected by and hosted on G2.com.

What do you dislike about UseResponse?

You can t dislike this continuously improving service cos we post the dislikes on the feedback panel and it gets resolved in the next update. Review collected by and hosted on G2.com.

Recommendations to others considering UseResponse:

Just go for it if you need to build a community and then get ideas from this community. Review collected by and hosted on G2.com.

What problems is UseResponse solving and how is that benefiting you?

(1) I have an integrated Feedback solution, Knowledge Base, FAQ & Ticketing solution

(2) I am able to collect lots of ideas from my community to improve the product

(3) Each module talks to the other seamlessly Review collected by and hosted on G2.com.

Verified User in Computer & Network Security

Small-Business (50 or fewer emp.)

11/21/2015

"UseResponse: excellent service with superb customer support"

5/5

What do you like best about UseResponse?

UseResponse is simply awesome. I set it up literally in ten minutes and their customer support immediately helped me in tuning up the configuration as soon as I got in touch with them. They replied to me basically 24/7, no matter whether I was based in Europe or in the U.S., they always replied in less than a hour. Review collected by and hosted on G2.com.

What do you dislike about UseResponse?

Nothing really. Perhaps one thing that they could improve is that they might provide customers with a SSL certificate for custom domains instead of asking the customer to provide them with such certificate Review collected by and hosted on G2.com.

Jamyn S.

Senior Security Administrator

Computer Software

Mid-Market (51-1000 emp.)

9/4/2015

"Easy platform to interact with customers"

5/5

What do you like best about UseResponse?

The UseResponse team is quick to work with us to customize their product to our needs. Review collected by and hosted on G2.com.

What do you dislike about UseResponse?

I don't really have any complaints about the product. Review collected by and hosted on G2.com.

Recommendations to others considering UseResponse:

Keep the product up to date, as they're always adding new features and fixing bugs. Review collected by and hosted on G2.com.

What problems is UseResponse solving and how is that benefiting you?

We are using the UseResponse product to collect requests from customers, and prioritize new features. UseResponse makes it simple for us to collect metrics about their needs, while interacting with our customers. Review collected by and hosted on G2.com.

Geo L.

Operations Team Lead for Business Management BI and Market Measures

Consumer Goods

Mid-Market (51-1000 emp.)

7/30/2015

"Excellent product & excellent service!"

5/5

What do you like best about UseResponse?

UseResponse has been the selected product for our self serve support forum concept. They have delivered with great quality & service, and not to mention with great agility. It is also very cost competitive compared to other vendors. Review collected by and hosted on G2.com.

What do you dislike about UseResponse?

The payment method was a bit of a pain, but this is not just because of UR. It's also a set up in our company. Since UR is a small vendor, they do not have other payment options other than online transaction Review collected by and hosted on G2.com.