UserEcho Features
Platform (6)
Mobile User Support
Based on 11 UserEcho reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization
Based on 12 UserEcho reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management
Based on 11 UserEcho reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration
Based on 10 UserEcho reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality
Reporting
Based on 15 UserEcho reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Dashboards
Based on 15 UserEcho reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance
Ticket and Case Management (8)
Ticket Creation User Experience
Based on 18 UserEcho reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Ticket Response User Experience
Based on 19 UserEcho reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow
Based on 19 UserEcho reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response
Based on 16 UserEcho reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply
SLA Management
Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 14 UserEcho reviews.
Attachments/Screencasts
Based on 18 UserEcho reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration
Based on 16 UserEcho reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database
Central repository for account and contact information
Communication Channels (4)
Customer Portal
Based on 15 UserEcho reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case
Based on 15 UserEcho reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support
Based on 11 UserEcho reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration
Based on 12 UserEcho reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Self-Service Experience (5)
Knowledge Base
Provides a repository of information that can be used by those seeking support.
Searchable Articles
Makes articles in the knowledge base searchable on the web.
Community Forums
Enables users to engage with other users to solve common issues.
Mobile Optimization
Optimizes the customer self-service experience on mobile devices
Personalization
Gives the user targeted, personalized results based on their activity or preferences
Self-Service Platform (4)
Branding
Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Automation
Automates some or all operation related tasks
Artificial Intelligence
Utilizes artificial intelligence to improve workflows or customer experiences
Integrations
Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools
Communication (5)
Pop-up Chat
Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications
Delivers notifications to both sides of the conversation.
Targeted Emails
Sends automated emails to further engage clients and potential clients.
In-App Messaging
Allows for live chat to be enabled within the app for customer help.
Co-Browsing
Allows agents to join a customer's browser session and navigate through the website with them.
Internal Use (6)
Customization
Based on 12 UserEcho reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving
Archives conversations in a separate location for later reference.
Lead Development
Enables employees to denote potential customers.
Knowledge Base
Establishes a knowledge base for employee reference during conversations.
Team Inbox
Provides a central location for help requests, helping employees respond sooner.
Customer Profiles
Allows for the creation of profiles for contacts and customers.
Generative AI (8)
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text-to-Speech
Simulates human-like speech from text inputs.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
Agentic AI - Customer Self-Service (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
Agentic AI - Help Desk (3)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
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