What Is UseResponse?

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.

Who Uses UseResponse?

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.

UseResponse Details

UseResponse

Founded in 2011

UseResponse videos and images

UseResponse Software - Support Portal - thumbnail
UseResponse Software - 2 - thumbnail
UseResponse Software - Live Chat full page - thumbnail
UseResponse Software - Product Development Roadmap - thumbnail
UseResponse Software - Topic Page - thumbnail

UseResponse Details

UseResponse

Founded in 2011

Compare UseResponse with similar products

Starting price

US$149,00/month
US$29,00/month
US$19,00/month
US$14,00/month

Free Version

Free Version No
Free Version No
Free Version No
Free Version Yes

Free Trial

Free Trial Yes
Free Trial Yes
Free Trial Yes
Free Trial Yes

UseResponse deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Windows (On-Premise)
  • Linux (On-Premise)

Training

  • Live Online
  • Documentation
  • Videos

UseResponse Features

  • @mentions
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Calendar Management
  • Chat/Messaging
  • Commenting/Notes
  • Communication Management
  • Contact Database
  • Content Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Templates
  • Data Import/Export
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Invitations & Reminders
  • Email Management
  • Engagement Tracking
  • Event Calendar
  • Event Management
  • Feedback Management
  • Filtering
  • Forum / Discussion Board
  • Gamification
  • Group Management
  • Ideation
  • Knowledge Base Management
  • Live Chat
  • Member Directory
  • Membership Management
  • Mobile Access
  • Moderation
  • Multi-Language
  • Online Forums
  • Personalization
  • Real Time Notifications
  • Reporting & Statistics
  • SSL Security
  • Single Sign On
  • Social Media Integration
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • User Management
  • Website Management

View full list of Community

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Assignment Management
  • Audit Trail
  • Canned Responses
  • Case Management
  • Chat/Messaging
  • Collaboration Tools
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Email Management
  • Email Templates
  • Feedback Management
  • Forms Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Prioritization
  • Quality Assurance
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Widgets
  • Workflow Management

View full list of Complaint Management

  • 360 Degree Feedback
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Call Reporting
  • Chat/Messaging
  • Commenting/Notes
  • Complaint Monitoring
  • Customer Database
  • Customer Experience Management
  • Customer Journey Mapping
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Data Visualization
  • Drag & Drop
  • Email Management
  • Engagement Tracking
  • Feedback Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • NPS Survey Structure
  • Performance Metrics
  • Process/Workflow Automation
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • SMS Messaging
  • Search/Filter
  • Sentiment Analysis
  • Social Media Integration
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Third Party Integrations
  • Trend Analysis
  • Visual Analytics
  • Widgets
  • Workflow Management

View full list of Customer Satisfaction

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management

View full list of Customer Service

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Application Management
  • CRM
  • Call Center Management
  • Chat/Messaging
  • Chatbot
  • Client Portal
  • Communication Management
  • Configurable Workflow
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • Help Desk Management
  • Interaction Tracking
  • Inventory Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Website Integration
  • Widgets
  • Workflow Management

View full list of Customer Support

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

View full list of Help Desk

  • API
  • Activity Dashboard
  • Activity Tracking
  • Activity/News Feed
  • Alerts/Notifications
  • Approval Workflow
  • Archiving & Retention
  • Brainstorming
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Content Management
  • Crowdsourcing
  • Customizable Branding
  • Customizable Templates
  • Data Security
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Feedback Management
  • Forum / Discussion Board
  • Gamification
  • Idea Ranking
  • Ideation
  • Innovation Management
  • Mind Maps
  • Polls/Voting
  • Prioritization
  • Project Planning
  • Project Tracking
  • Projections
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real-time Updates
  • Reporting & Statistics
  • Search/Filter
  • Single Sign On
  • Status Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Third Party Integrations
  • Trend Analysis
  • Whiteboard
  • Workflow Management

View full list of Idea Management

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Archiving & Retention
  • Brainstorming
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Configurable Workflow
  • Customizable Branding
  • Customizable Categories
  • Data Import/Export
  • Data Visualization
  • Discussions / Forums
  • Drag & Drop
  • Engagement Tracking
  • Evaluation Management
  • Feedback Management
  • Forum / Discussion Board
  • Gamification
  • Idea Ranking
  • Ideation
  • Mobile Access
  • Polls/Voting
  • Portfolio Management
  • Prioritization
  • Progress Reports
  • Progress Tracking
  • Project Planning
  • Project Tracking
  • Project Workflow
  • Projections
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Reporting & Statistics
  • Role-Based Permissions
  • SSL Security
  • Single Sign On
  • Social Media Integration
  • Strategic Planning
  • Survey/Poll Management
  • Task Management
  • Third Party Integrations
  • Trend Analysis
  • Visual Analytics
  • Workflow Management

View full list of Innovation

  • API
  • Alerts/Notifications
  • Cataloging/Categorization
  • Chatbot
  • Collaboration Tools
  • Commenting/Notes
  • Content Library
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Document Storage
  • Drag & Drop Editor
  • Email Alerts
  • Feedback Management
  • Full Text Search
  • Knowledge Management
  • Live Chat
  • Mobile Alerts
  • Mobile Interface
  • Multi-Language
  • Online Forums
  • Pre-built Templates
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • SEO Management
  • Self Service Portal
  • Social Media Integration
  • Templates
  • Text Editing
  • Third Party Integrations
  • User Management
  • WYSIWYG Editor
  • Web Notifications
  • Website Integration
  • Widgets
  • Wiki

View full list of Knowledge Base

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • CRM
  • Calendar Management
  • Cataloging/Categorization
  • Categorisation/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Configurable Workflow
  • Content Library
  • Content Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • File Management
  • Full Text Search
  • Gamification
  • Knowledge Base Management
  • Live Chat
  • Multi-Language
  • Online Forums
  • Projections
  • Real Time Notifications
  • Reporting & Statistics
  • SSL Security
  • Self Service Portal
  • Self-Learning
  • Single Sign On
  • Social Media Integration
  • Surveys & Feedback
  • Tagging
  • Text Editing
  • Third Party Integrations
  • Widgets
  • Workflow Management

View full list of Knowledge Management

  • @mentions
  • API
  • Activity Dashboard
  • Activity Tracking
  • Auto-Responders
  • CRM
  • Calendar Management
  • Canned Responses
  • Chat/Messaging
  • Collaboration Tools
  • Contact Management
  • Content Management
  • Customer History
  • Customizable Branding
  • Document Storage
  • Drag & Drop
  • Email Management
  • File Management
  • File Sharing
  • File Transfer
  • Geotargeting
  • Interaction Tracking
  • Live Chat
  • Meeting Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Offline Form
  • Proactive Chat
  • Progress Tracking
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Screen Sharing
  • Search/Filter
  • Single Sign On
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Task Progress Tracking
  • Task Scheduling
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Video Conferencing
  • Website Visitor Tracking
  • Workflow Management

View full list of Live Chat

  • Access Controls/Permissions
  • Activity Dashboard
  • Activity/News Feed
  • Alerts/Notifications
  • Appointment Scheduling
  • Assignment Management
  • Calendar Management
  • Call Logging
  • Collaboration Tools
  • Commenting/Notes
  • Commission Management
  • Customizable Branding
  • Customizable Reports
  • Data Import/Export
  • Document Management
  • Electronic Signature
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • File Sharing
  • Goal Setting / Tracking
  • Interaction Tracking
  • Kanban Board
  • Lead Management
  • Lead Scoring
  • Leaderboards
  • Live Chat
  • Mobile Access
  • Mobile App
  • Process/Workflow Automation
  • Product Catalog
  • Prospecting Tools
  • Reminders
  • Reporting/Analytics
  • Revenue Management
  • Sales Pipeline Management
  • Search/Filter
  • Task Management
  • Territory Management
  • Third Party Integrations
  • Transfers/Routing

View full list of Sales Tracking

  • API
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • CMDB
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customer Database
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Email Templates
  • IT Asset Management
  • Incident Management
  • Inventory Management
  • Knowledge Base Management
  • Mobile Access
  • Multi-Channel Communication
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Real Time Notifications
  • Real Time Reporting
  • Remote Access/Control
  • Reporting & Statistics
  • SSL Security
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Widgets
  • Workflow Management

View full list of Service Desk

UseResponse Alternatives

More UseResponse alternatives

UseResponse Reviews

Read all 35 reviews

Average score

Overall
4,7
Ease of Use
4,8
Customer Service
4,9
Features
4,7
Value for Money
4,8

Reviews by score

5
25
4
9
3
1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1 000
  • >1 001
Verified Reviewer
Manager
Information Technology & Services, 1 001-5 000 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2019/05/27

"Best customer support I can imagine"

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.

  • Reviewer Source 
  • Reviewed on 2019/05/27
My best help desk application
Government Administration, 501-1 000 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2021/10/11

"Ticket management at its peak"

Comments: 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

by UseResponse on 2021/10/12

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.

  • Reviewer Source 
  • Reviewed on 2021/10/11
Vishal J.
CEO
  • Overall Rating
  • Ease of Use
  • Features & Functionality
    Unrated
  • Customer Support
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 2016/02/02

"your article, faq formating sucks"

Comments: 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.

Vendor Response

by UseResponse on 2016/02/02

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.

  • Reviewer Source 
  • Reviewed on 2016/02/02
Pedro B.
Pedro B.
FreeLancer
Marketing & Advertising, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021/08/13

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

Comments: 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

by UseResponse on 2021/08/17

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

  • Reviewer Source 
  • Reviewed on 2021/08/13
Michaela E.
Knowledge Base Manager
Information Technology & Services, 201-500 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2021/03/05

"Great product, Great support & consulting"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2021/03/05