UseResponse

About UseResponse

UseResponse is a holistic customer support tool that enables companies to extend customer support through all possible channels. It also helps support teams to capture timely and relevant customer feedback, helping customers to be happier and more satisfied in the long run. Users can efficiently chart out a company roadmap by capturing relevant ideas and organizing the user community. At the same time, it also includes efficient provisions for help desk and ticketing in a way that helps support agents to cater to every customer request or query. With an always-on personalized system, agents can efficiently handle and resolve tickets. UseResponse even goes a step ahead to include a knowledge base tool that helps to reduce the load on customer support teams. Agents can instantly help customers with provisions for live chat support with Facebook messenger, Whatsapp, Skype, or Telegram. It also comes with ready integrations with other leading services like Slack, Zapier, Google, and Salesforce.

Screenshots & Videos

Pricing

Free Trial Available
Starts at $49.00.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

84%
Momentum

65%
Popularity

75%

Platforms Supported

Browser Based (Cloud)
Desktop App (Windows, Mac)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

Business Hours, Online

UseResponse Awards

# 11 Fastest Growing Help Desk Software
Q1 2022

UseResponse Features

Show Feature Explanation

Show Missing Features

Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%

Unique Features

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-language Support

Available in multiple languages to support global customers

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.

Live Chat Features

Visitor Targeting

Helps you to identify frequent visitors, so that you can proactively reach out to them by sending a pop up message

Transfers

Transfer of calls from one operator to another with just one click

Shortcut Messages

Create shortcuts for the commonly used replies in order to save time

Offline Form

This feature allows your visitors to submit their questions when your agents are not available online

Knowledge Database

Lets you have an access to all your past chat history and documents

Agent Scheduling

Schedules availability of your agents to ensure maximum utilisation of your staff

Video Chat

Make conversations more personal with video calling between your agents and your visitors

Persistent Chat

Creating a subject-based group conversation that persists over time

Co-Browsing

Your agents get to view the visitor's browsing screen, cursor movements, and clicks. It helps in understanding the visitor's behavior as well as helps in solving problems quickly.

Call Me Option

Allows your visitors to speak to your agents directly over the phone

UseResponse Pricing

Free Trial

Available

No Credit Card Required, Get Started for Free

Pricing Options

Premium Plans ( Subscription )

Pricing Plans

MONTHLY YEARLY

Enterprise Cloud Support Suite $49.00 $59.00 per user / month

Price for 2 agents : $1176

$98 per Month billed Yearly
$118 per Month billed Monthly

Features

Feedback System
Help Desk + Live Chat
Knowledge Base Software

Based upon the Number of Agents, the pricing plan varies.

On-Premise Solution $80.00 $80.00 per user / year

Based on Annual contract

* Pricing for First 5 Agents (required)

* $20/month for extra agent

Features

Installed on the Server
- 100% Open Code
- Hassle Free Updates

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 15/04/2024 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about UseResponse Pricing

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UseResponse Reviews

User Rating

4.6/5 (Based on 55 Ratings)

Rating Distribution

Excellent
74.5%
Very Good
20%
Average
1.8%
Poor
0%
Terrible
3.6%

Do You Use UseResponse?

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Review Summary

Overall, reviewers praise Useresponse as a user-friendly and comprehensive customer service platform. Users find it effective in managing customer inquiries, streamlining communication channels, and tracking customer satisfaction. The platform's automation features and reporting capabilities are also well-received. However, some reviewers mention occasional technical glitches and a slight learning curve. Additionally, the pricing structure and lack of customization options have been cited as potential drawbacks.

Pros

Easy to use interface for efficient customer support management.
Integrates seamlessly with various communication channels, consolidating customer interactions.
Comprehensive set of features to automate and streamline customer service processes.
Robust reporting and analytics capabilities for datadriven decisionmaking.

Cons

Limited customization options may not cater to specific business needs.
Occasional performance issues and glitches reported by some users.
The pricing structure might be considered expensive for small businesses.
Steep learning curve for new users, requiring time and effort to master the platform.