# UserEcho Reviews **Vendor:** UserEcho **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.2/5.0 **Total Reviews:** 22 ## About UserEcho UserEcho is an online customer support software. UserEcho allow to create helpdesk, ideas forum, livechat and knowledge base in one place that make it simple to provide great customer support. ## UserEcho Pros & Cons **What users like:** - Users find the **affordable pricing** of UserEcho to be a fantastic value for its diverse features and exceptional support. (1 reviews) - Users love the **responsive customer support** and continuous improvements of UserEcho's chat features, enhancing their experience. (1 reviews) - Users highlight the **responsive customer support** of UserEcho, praising their dedication and custom solutions for businesses. (1 reviews) - Users love the **customizability** of UserEcho, appreciating the responsive support and tailored features for their needs. (1 reviews) - Users love the **customization options** in UserEcho, appreciating responsive support and tailored tweaks for their needs. (1 reviews) - Ease of Use (1 reviews) - Features (1 reviews) - Helpful (1 reviews) - Pricing (1 reviews) - Product Improvement (1 reviews) ## UserEcho Reviews ### 1. Have used it for many years - excellent customer service! **Rating:** 5.0/5.0 stars **Reviewed by:** Shaun K. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 26, 2024 **What do you like best about UserEcho?** I have used this system for several businesses to manage support tickets, FAQ, and live chat. The developers are extremely responsive to customer service requests. They have done a number of custom tweaks for us - which is absolutely amazing. The continually improve the product and respond to the community's wishes. The price is a steal. I'm very happy to leave them a review and recommend them to everyone. **What do you dislike about UserEcho?** Design/asthetics could use a little more improvement **What problems is UserEcho solving and how is that benefiting you?** It allows us to turn emails into support tickets and track progress. It allows customers to find answers to frequently-asked questions, and self-help. We also frequently use the live chat feature which allows customers to easily contact us live via the website. it will also turn these into support tickets if we are unavailable and the customer plugs-in their name/email. So that is super helpful at times. ### 2. setting up SSO using OIDC **Rating:** 5.0/5.0 stars **Reviewed by:** Priya J. | Enterprise (> 1000 emp.) **Reviewed Date:** October 28, 2020 **What do you like best about UserEcho?** their support team.The support I received from UserEcho team was immensely great. They helped me round the corner for setting up SSO using OIDC . Good Job Guys. Thanks again. **What do you dislike about UserEcho?** the documentation could be a little more helpful. **What problems is UserEcho solving and how is that benefiting you?** helpDesk ### 3. Best for customer support (all in one!) **Rating:** 5.0/5.0 stars **Reviewed by:** Marti N. | Thingamajig Maker, Small-Business (50 or fewer emp.) **Reviewed Date:** November 26, 2019 **What do you like best about UserEcho?** How it allows you to customize the experience. We tried FreshDesk, ZenDesk, Zoo-something, and many others. None seemed to work out for us. Until we stumbled with UserEcho. It's so easy to use, allows you to add your own domain without a paywall, ... It's like they are the Jedis of the desk services platforms. **What do you dislike about UserEcho?** My only concern is UserEcho 2.0. They are redoing the entire user interface and what I've seen hasn't convinced us. Too much "white space". However, they say they are adding "themes" which I expect we'll be able to modify and adapt the interface to our needs. OLD: Oh and the last thing that we don't really like is the required "Powered By UserEcho". This platform is not free. In fact, is quite expensive, but they require you to have a big logo showcasing their brand. I would understand if it appeared at the footer page with one single text line, but not a full-branded image at the center of the screen. EDIT: These guys area amazing. I was mistaken with not being able to remove the side-bar logo and they have confirmed that the new theme-based UserEcho 2.0 platform is going to allow to have themes to make it even more tailored to each one's brand. What else can you ask for? **Recommendations to others considering UserEcho:** Try it. We were a bit skeptical because it's not that known. But after weeks testing other platform's trials, we ended up sticking with UserEcho. **What problems is UserEcho solving and how is that benefiting you?** We use it to keep in touch with our clients for support. We sell software and it makes it painless to talk to customers. Answers are brightly highlighted, customer satisfaction is visible and everything we need is where we expect it to be. We can merge and split tickets, convert user comments to new topics! **Official Response from Vladimir Mullagaliyev:** > Hi Marti, First of all, thank you for great review! The "Powered by UserEcho" image in the sidebar is not required to be displayed. You can chose either label on the bottom of the page or logo in the sidebar. By default they both displayed and we do remove one of them if requested by customer. So, we've removed logo by your request (if we recognized you right :) ). The UserEcho 2.0 are truly flexible! It allows to do as much customization as you want. It's probably not that much easy to do simple changes as it Used to be but it has way more flexibility. And we are ready to help each customer if they need it. Also, as you mentioned in your review, we are working to implement new theme which looks like UserEcho 1.0 to make migrations to 2.0 smoother for existing customers. Feel free to contact us if you still have any questions. ### 4. UserEcho is Botisimo's go-to product for keeping in touch with users. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2020 **What do you like best about UserEcho?** The best part about UserEcho is that it funnels all of our incoming communications from our website, email, and Facebook into 1 system. It makes it very easy to stay in touch with our customers. **What do you dislike about UserEcho?** There is nothing I dislike. It would be cool if it had option to have a customer service phone number. **What problems is UserEcho solving and how is that benefiting you?** UserEcho helps Botisimo keep in touch with our users. We can accept feature requests from our users, provide a public knowledge base, and do private customer support all from 1 system. ### 5. Perfect tool to improve customer relations **Rating:** 5.0/5.0 stars **Reviewed by:** Francisco L. | Team Manager, E-Learning, Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about UserEcho?** The software is reliable and robust. Customer support is the best, they always answer in 24h and integrations let you make it part of your own intranet software. EU also is renewing their Look and Feel and also updating the tool continuously. **What do you dislike about UserEcho?** Right now, we have a really tiny text editor for any article. We can do more by using HTML code, but the default editor needs to improve features like tables and internal references for larger articles for example. We also miss an small history log were you can check who did what with the ticket or thread. Like a timeline log to see who took decisions. **Recommendations to others considering UserEcho:** Take advantage of the 30 days trial, during this period you can check what UE offers and how they solve your problems, in case you get lost ask for support. **What problems is UserEcho solving and how is that benefiting you?** Better customer support interface. One place for documentation, support tickets and also for customer discussions. Performance is also remarkable for SaaS. Agent interface make things easier for common organizations with multiple lines of customer support and different contact platforms. ### 6. Faster Ways to Reach Customers **Rating:** 4.5/5.0 stars **Reviewed by:** Angel W. | ICT Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2020 **What do you like best about UserEcho?** There is much that customers need from the support, and when there is a bridge, a lot of possible results occur, all with the aim of great results, and UserEcho is the tool to talk about. **What do you dislike about UserEcho?** UserEcho provides the fastest customer help platform in the world. **Recommendations to others considering UserEcho:** UserEcho is the program for customers to speak, and it facilitates the sharing of complaints. **What problems is UserEcho solving and how is that benefiting you?** Many things happen simply by using UserEcho, and successful conversations between clients and support are one of them. ### 7. Perfect for SMB **Rating:** 4.5/5.0 stars **Reviewed by:** Stéphane H. | CEO & Founder, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** November 28, 2019 **What do you like best about UserEcho?** As the developer of a browser extension, I was looking for a simple, affordable yet powerful and complete solution to offer support. I have been using UserEcho for a couple of years now and it works great and helps keeping my users engaged. **What do you dislike about UserEcho?** Can't think of anything specific - I tested other solutions and landed on UserEcho because it was a perfect match for my needs. **Recommendations to others considering UserEcho:** Start with an out-of-the-box and iteratively customize so you can have a "minimum viable support" in place as quickly as possible. **What problems is UserEcho solving and how is that benefiting you?** I needed something to track support requests (private tickets), document features, and also very important, get my users engaged by submitting issues, ideas, and commenting & voting. ### 8. UserEcho is really a powerful tool to serve customers in very short times **Rating:** 4.0/5.0 stars **Reviewed by:** German S. | Soporte técnico, Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2019 **What do you like best about UserEcho?** UserEcho is a platform with a modern and fully customizable design. A feature that is very interesting is that of automatic messages that significantly reduce the number of incidents created by users. I also like its integration with Facebook to manage all the queries that arrive from the social network. **What do you dislike about UserEcho?** Analyzes for reports are the main disadvantages of software, because the reports are very generic and I cannot segment through filters to create advanced reports, which makes it a remarkably limited function. **Recommendations to others considering UserEcho:** With UserEcho you will get tools to quickly solve your users' problems. I strongly recommend its use and integration with social networks, to take full advantage of the platform. **What problems is UserEcho solving and how is that benefiting you?** UserEcho has provided us with an inconvenience solution platform to answer our clients queries much faster, as our support agents get involved with greater participation and ease. In addition to that we have been able to integrate it with Facebook, to answer all the questions that come from that social network. We have also been able to create help articles, so that customers do not necessarily have to contact us for help. ### 9. Complete suite **Rating:** 5.0/5.0 stars **Reviewed by:** Aymeric G. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2019 **What do you like best about UserEcho?** It just works. We have been using this service for years and we are very happy with it. All support emails go there, we use the forums and knowledge base articles too. Our customer support team can managed their work without any IT help. **What do you dislike about UserEcho?** I feel processing the incoming influx of tickets is sometimes a bit messy. It would be nice to have a kanban view or something like that. **What problems is UserEcho solving and how is that benefiting you?** Streamlined customer support: - Emails are sent to one place (UserEcho) - Users have a place to suggest ideas and report bugs - Our team can document our product using the knowledge base ### 10. Great platform. Amazing value for the price. **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel H. | Director of Product, Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about UserEcho?** UserEcho is on par with overpriced and overhyped competitors such as UserVoice. Not only that, they are super responsive to all feedback and many times they will implement a request or suggestion the very same day! I've never seen any company be so responsive to their customers. **What do you dislike about UserEcho?** Not very much to dislike. I think their out of the box UI needs to look more modern, but you can adjust it with custom CSS. **What problems is UserEcho solving and how is that benefiting you?** User feedback, ticketing, helpdesk + knowledge base. ### 11. Good experience but userecho really needs improvements. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about UserEcho?** - Quite an easy user interface to use - SSO login available - Custom tags available **What do you dislike about UserEcho?** - UserEcho support (sometimes rude answers from the support team) - Take some time in some cases to find a setting or an answer for what we need on https://support.userecho.com/ - The fact that the support said no to a feature or what we need without giving much explanation or another option. - Login bugs sometimes with SSO **Recommendations to others considering UserEcho:** A good tool for your internal feedback/support (But improvement is needed in the support side if you have specific needs for your business). **What problems is UserEcho solving and how is that benefiting you?** Team issues are easily upvoted, and it's better to prioritize the workload between projects and team members. Better communication/sharing because of that. ### 12. UserEcho is a modern support system with the capacity to deal with large organizations **Rating:** 5.0/5.0 stars **Reviewed by:** Melvin A. | Soporte Técnico en Sistemas , Enterprise (> 1000 emp.) **Reviewed Date:** August 22, 2019 **What do you like best about UserEcho?** UserEcho is a modern platform. I like it because it has two interfaces, one for agents and one for clients. The speed of scrolling on the website is one of the main features that I like, as it guarantees that users do not waste time opening tickets. In addition, automation through its knowledge base allows us to save responses to tickets with common problems. **What do you dislike about UserEcho?** So far, UserEcho has been a platform that has given great value to the organization where I work. If I had to comment on something I dislike, it would be that the community of this platform is not very wide, so there are not many online documentation or customization manuals. **Recommendations to others considering UserEcho:** This platform is an excellent help desk tool. In our organization we are delighted with its implementation. In my personal opinion, UserEcho is the future of customer service. I recommend it. **What problems is UserEcho solving and how is that benefiting you?** UserEcho benefits us at all times by allowing us to alleviate a large workload on tickets that we previously had to respond in a certain period of time. With this platform, we have a knowledge base that we have documented over the years, where there are already a large number of responses to customer inquiries. ### 13. A good experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Research | Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about UserEcho?** The forum to receive help is amazing. It has a lot of topics covered, and if your question has not yet been answered, the admin will reply always within a day. Setting up my UserEcho was easy and the result is nice! **What do you dislike about UserEcho?** Maybe a bit more flexibility in the layout of the pages won't arm. **Recommendations to others considering UserEcho:** use the help forum. They guys are amazing and very fast in replying **What problems is UserEcho solving and how is that benefiting you?** I use it for my company, to have a place where users can ask questions, give suggestions or help each other sharing experience. ### 14. Affordable yet reliable and powerful **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2019 **What do you like best about UserEcho?** While not as slick as various big-name and costly alternatives, User Echo provides solid service and some unique features that our budget focused startup needs. Plenty of room for improvement - but that's the case and expectation of all PaaS software. **What do you dislike about UserEcho?** Bugs in the editor. Inability to re-order comments. Basically a lack of simplicity to perform maintenance. **What problems is UserEcho solving and how is that benefiting you?** Let's us provide rxcellent customer service and collect their feedback and stay organized. **Official Response from Sergey Stukov:** > First of all, thank you for review. We are updating our wysiwyg editor and fix all reported issues in it. Could you report your issue to our support email below? Actually we have feature to show comments by date of publishing. Just give us a link to topic or ticket in your community or helpdesk section to our support email and we will tell you how to change comments order. Please let us know if we can be of any assistance with our customer support software by contacting support@userecho.com ### 15. Fantastic software company/app **Rating:** 5.0/5.0 stars **Reviewed by:** Joshua M. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about UserEcho?** Ground-breaking search include allows clients/clients to discover the data they need. UserEcho is modestly priced ($15/mo per administrator). Customer administration gave is the best in its class **What do you dislike about UserEcho?** Design layout could have been improved, feels clunky **What problems is UserEcho solving and how is that benefiting you?** they are prompt to react and assist me with arriving at my objective - making custom hacks/changes in accordance with my site complimentary. It's unimaginable. They should charge more - it's a take the worth we're getting at this moment. ### 16. Price is the only good part **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about UserEcho?** Built-in chat, customer support seems to be good as well. **What do you dislike about UserEcho?** Design, interface, it's buggy, laggy, unstable, and worst of all, you cannot perform any bulk action, such as delete (or tag, or close) more than one email at a time. **What problems is UserEcho solving and how is that benefiting you?** I work with UserEcho because I have to, if it were my choice, we would be using either something proper like HubSpot or something free like just Gmail... ### 17. Very useful in most cases **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 26, 2019 **What do you like best about UserEcho?** the focused agent interface and the integration with Jira **What do you dislike about UserEcho?** the lack of structure in organizing messages/discussions in levels (responses to be an deeper levels) **Recommendations to others considering UserEcho:** very useful and easy to start using, might need a bit of investment for advanced features (stats/graphs/integrations, etc.) **What problems is UserEcho solving and how is that benefiting you?** triaging tickets collecting feedback providing answers and updates on implementation progress ### 18. Listening to customers **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2019 **What do you like best about UserEcho?** We had 1 or 2 key improvements we realized we needed after a few months of usage and the team listened to our feedback and implemented those features! We also like the Webhook integration, it helps us automate some tasks. **What do you dislike about UserEcho?** It's a bit hard to write/format code examples in questions or answers. Especially if you compare it to forums tailored for this like StackOverflow / GitHub **What problems is UserEcho solving and how is that benefiting you?** We use it as an internal wiki / Q&A for our internal tools ### 19. UserEcho for work **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about UserEcho?** I use Userecho to talk to colleagues at work. It is simplified and can be run with multiple windows open on my screen. **What do you dislike about UserEcho?** Support time can be slow for the product **What problems is UserEcho solving and how is that benefiting you?** I use the product to consult with other employees in real time in multiple offices ### 20. Experience using the User Echo service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2019 **What do you like best about UserEcho?** Ease of use. Adequate support when issues arise with the service and project. **What do you dislike about UserEcho?** In some cases, it would be nice to receive a response a little faster. **What problems is UserEcho solving and how is that benefiting you?** Some technical difficulties arising during the operation of the support platform. ### 21. Some simple steps, some complex **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2018 **What do you like best about UserEcho?** Used to replace our ticket, knowledge base, feedback and live chat services. With the exception of canned responses (inserting a template) its pretty solid set up **What do you dislike about UserEcho?** Pricing is pretty competative Canned responses are knowledge base articles **Recommendations to others considering UserEcho:** If you're looking for a one-stop shop then definatly worth a look - pricing can be abit much for start-ups or growing, but the supports really good and they're on hand to assist **What problems is UserEcho solving and how is that benefiting you?** Handles our ticket, knowledge base, feedback and live chat services. ### 22. Simple and powerful online customer support solution. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2018 **What do you like best about UserEcho?** I like the most is the simplicity of the user interface design. **What do you dislike about UserEcho?** As a web designer and app developer, it's going to be easy to use this platform, but for those people who are not tech savvy people, they might get confused get bored with the design. **What problems is UserEcho solving and how is that benefiting you?** UserEcho gives us a powerful platform that would help us support our customers. It's very vital for a company to have this kind of solution so that we can address bugs, complaints or suggestion from our customers. ## UserEcho Discussions - [What is UserEcho used for?](https://www.g2.com/discussions/what-is-userecho-used-for) - [View UserEcho pricing details and edition comparison](https://www.g2.com/products/userecho/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-15+15%3A30%3A39+-0500&secure%5Bsession_id%5D=cbb596e1-c86a-4245-94b6-9af75bbd7b11&secure%5Btoken%5D=697065db8de6fe88cd1af6dc3b2c7de6a193acf650440c8d8e09467251034871&format=llm_user) ## UserEcho Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top UserEcho Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,661 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,496 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,687 reviews)