UseResponse Reviews

“Untrustworthy service and missing basics”

Pros

It worked with the other systems we already use and the real-time dashboard was one of the few useful parts.

Cons

There's no single customer view, agents don't have a knowledge base to rely on and the company itself came across as extremely untrustworthy and unprofessional.

“helpful live chat feature”

Pros

One thing I appreciate most is the experienced support team which is always quick to respond and accurate with their help. This app lets me communicate with multiple clients at the same time in real time which is incredibly useful. It also feels worth the cost because it connects well with other software and social media apps.

Cons

Biggest downside is that the app is quite expensive and I really think the pricing should be reconsidered. Other than that, it remains an excellent tool for network monitoring so I still enjoy using it.

“perfect support and integrations”

Pros

This has been a great tool to work with and it worked perfectly on my system. The support team has been excellent, always providing accurate assistance and I have had no issues with their service. I really like the platform although I wish the free trial had lasted longer than 14 days. Still, we were able to explore the full range of features during the trial. It allows me to interact with multiple customers at the same time which has improved my customer engagement. I also appreciate how well it integrates with many of the other software tools we use.

Cons

I don't have much to criticize about this tool. If I had to mention one thing, it would just be the pricing since I feel the plans are a little expensive. Other than that, I don't have any real negatives to point out.

“proactive customer care team”

Pros

From the first steps onward, this software has been helpful throughout the whole process. It includes several modules that can be turned on or off depending on what you need. The company clearly makes an effort to address customer requirements and their response time is outstanding so support is always there when needed. The system stays very flexible while still keeping its standard structure. Even though they've introduced a lot of changes based on customer feedback, it still remains upgradeable. We've been using it for over a year now and I honestly can't think of a better partner for this kind of work.

Cons

The mobile version works well enough in most situations but it could create issues down the line. There's definitely still plenty of room for improvement there.

“feature-packed roadmap voting”

Pros

Right out of the box, it includes a wide range of features. The biggest reason we chose it was to crowdsource our development roadmap. With UR, our users can tell us what they want in our products and we can use the vote counts to decide priorities. On top of that, there are plenty of useful add-ons and integrations available.

Cons

At times, moving through the interface feels a bit slow.

“Knowledge sharing hub”

Pros

We started out with Idea Management and later expanded into building our Knowledge Base. It now serves both our internal teams and external users really well. The permissions setup is easy yet flexible and the option to create different communities makes it simple to share knowledge base articles with the right target groups and manage information properly. On top of that, we also use the ticketing system for internal workload management which helps us share tasks transparently and keep everything organized.

Cons

There's honestly nothing notable to complain about and it has seemed bug-free as well.

“Customizable with great support”

Pros

Right from the integration phase, the software supports us at every step. It includes multiple product modules that can be turned on or off depending on what's needed which gives a lot of flexibility. The company is very customer-focused and consistently works to meet customer requirements. Their support team is always reachable and the response time is honestly hard to beat. Another big advantage is how customizable the software is without moving away from the standard product. Even with many adjustments made based on customer requests, they still keep the system update-friendly. We've been working with them for more than two years now and I really can't imagine a better partner.

Cons

The mobile interface and responsiveness of some product modules work well in most situations but there is still room for improvement in the future.

“easy feedback collection”

Pros

It does a really good job of collecting feedback, ideas and questions, whether it's happening live or asynchronously and it's flexible enough to fit different situations.

Cons

At times, the admin console feels a little tricky to navigate even though all the features you need are in there somewhere.

“affordable and customizable”

Pros

Getting started with this software was easy and the pricing is very budget-friendly. It can be tailored to fit specific needs which has been a big plus for us. The support team is consistently available, walks you through every step and responds very quickly. We also needed a few custom features they didn't offer at first and they moved fast to build the integrations and backend changes we needed to reach our product goals.

Cons

If anything I keep discovering new features that work far better than the system we were using before.

“Self-hosted help desk”

Pros

This felt like a very capable and full-featured platform that covers nearly everything our team needs. It handles support email ticketing, works well as a help desk for gathering ideas and public support and the self-hosted setup with CSS customization makes it an ideal fit for us. Since we use the self-hosted version, we do occasionally run into small functionality issues but the IT support team is excellent and usually resolves them almost immediately.

Cons

I don't have any real complaints. The pricing is about average compared to other software in this category.

“Reliable team and features”

Pros

Right from the start, the people behind the company and their support team made a big difference. The platform comes with a great, mature set of features and the setup process was fairly easy. They also customized our Wishlist as an enterprise solution and we were really impressed with how it turned out.

Cons

A few features we were hoping to use weren't available yet and their rollout has been delayed.

“great value”

Pros

Getting this up and running was easy and it's been simple for end users to work with as well. It's configurable, extendable and the functionality keeps expanding over time. Support has been excellent and compared to competitors, the value for money is outstanding. The on-premises option was also essential for us though I'm not sure whether that's still available now.

Cons

It would be nice to have more notification features although I'm confident those will be added eventually. I'm happy to keep using it until then.

“Helpful support throughout”

Pros

Whenever problems came up, they were very helpful and quick to assist.

Cons

Customizing the theme was a bit difficult at times.

“easy setup”

Pros

This platform has been very flexible to configure for exactly what I need. On the user side, it feels clean and manageable for accessing content and discussing topics. The customer support has been incredible as well, responses are fast and they've been very helpful when it comes to setting up functions that go beyond the basics.

Cons

The only thing I'd change is having the ability to set up a few more advanced functions on my own so I wouldn't have to rely on support as much ,P

“Clean UI and great support”

Pros

Interface is simple but it still offers excellent functionality. There's plenty of documentation available, the support is fantastic and implementation is easy. I also got email support right away which was really helpful.

Cons

A few things are still missing especially some email features and integrations like Zendesk. If those get added over time, the product would be even better.

“Affordable feedback forum”

Pros

After moving over from another feedback forum tool, UseResponse has delivered many of the same features at a much better price. The migration process, initial setup and customization were all simple and easy. On top of that, their support team has been extremely responsive whenever we've needed help.

Cons

We've been very happy overall with the feedback forum features though it would still be nice to have more granular control in areas like feedback types and access permissions for individual forums.

“Clear interface”

Pros

The interface is very easy to navigate and understand and the POP3 email integration has been really useful.

Cons

The only problem we ran into was the amount of time it took to mark a ticket as complete but since the recent upgrade to version 4.9, that issue seems to have been resolved.

“Inline FAQ done right”

Pros

Standout feature for me right now is the inline FAQ. I can place a "What's This?" icon anywhere on my site and it opens the widget with an FAQ tied to whatever asset the user is viewing. It connects directly with the support system so it's not just a helpful way to explain features in context but also a way to guide users to related answers and even customer support when they need more help. After trying several well-known competing platforms, this one felt like the most complete and the simplest to work with and the pricing is very fair. The thing that ultimately sold me though, was that a company building customer support software actually delivers excellent customer support itself. I was able to understand and configure everything I needed thanks to responsive thoughtful help. I'm usually much quicker to complain than to rave about software but this one honestly deserves the praise.

Cons

There's very little for me to criticize at this point. The one addition I'd really like is the ability for FAQ entries or articles inside the widget to link directly to other articles without forcing a workaround. At the moment, the choices are either using the related-articles sidebar which keeps users inside the widget or inserting a standard hyperlink that opens a new browser window. I've been told that improvement is already in the works so if that happens, I probably won't have anything left to complain about.

“Flexible idea organization”

Pros

Keeping ideas organized across multiple products is where this tool really shines. The topic subscription feature is a nice touch, the overall structure is very flexible and customer support has been extremely fast and helpful whenever needed.

Cons

It's a fairly complex system with a lot of features built for different kinds of use cases. Because of that, it can sometimes take a bit of time to locate the exact option I need.

“Support hub”

Pros

Right from setup, this platform stood out with its unique feedback system and the way it brings everything together in one place. The unified agent interface works across all platforms and the social integration, content analysis and multilingual knowledge bases make it even more useful. It also supports several feedback sources, including a community portal and embedded widget, plus features like ticket merging and RESTful API, iOS and Android integrations. Customer support is fast and very effective when it comes to solving problems. Installation was quick as well.

Cons

Great tool and nothing to mention here.