# UseResponse Reviews **Vendor:** UseResponse **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.5/5.0 **Total Reviews:** 22 ## About UseResponse UseResponse is a powerful Customer Support & Feedback Suite that combines the functionality of Omni-channel Support Ticketing Center, Feedback Community Forum, Live Chat , and Knowledge Base. UseResponse helps companies to improve customer support by introducing better customer self-service with the help of smart automation, chatbots, public communities, and embeddable knowledge base functionality. The system is highly customizable and can be used as SaaS & Self-Hosted solution with 100 % open code. ## UseResponse Reviews ### 1. Took an unauthorised payment from our stored card details and refused to refund **Rating:** 0.0/5.0 stars **Reviewed by:** Phil N. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2023 **What do you like best about UseResponse?** Integrates with Telegram and the conversation dashboard updates in realtime. **What do you dislike about UseResponse?** We initially decided to leave as it doesn't store a view of the customer with any information to help support agents. Each coversation is essentally just separate. When we were leaving we noticed an unauothrised payment had been taken from the card details we had lodged for the recurring billing. 2 moths after extending our contract for a year, a further years subscription payment was taken. The company claimed we had updated manully (not believable when we had 10 months subscription remaining) and refused to refund it. **What problems is UseResponse solving and how is that benefiting you?** It was to bring all of our customer conversations into a ticketing dashboard,. **Official Response from Stas Kuzma:** > Thank you for taking the time to share your review with us. We are truly sorry to hear that you had a negative experience with our software. Your feedback regarding customer interaction history is highly valuable to us, and we have already implemented changes to improve our product. Regarding the subscription, our customers have the option to choose between monthly or annual billing, and our system charges the card accordingly. We appreciate your business and would be thrilled to have the opportunity to serve you again in the future. ### 2. Easy to use, highly customizable and a customer support that is second to none **Rating:** 5.0/5.0 stars **Reviewed by:** Lennert S. | ICT Senior Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** March 03, 2021 **What do you like best about UseResponse?** UseResponse takes care of integration and helps in every step. The software contains several product-parts that can be switched on and off as needed. This company is highly customer-centric and tries to always meet customer needs. Their customer support is always available and has a response time that is second to none. The software is highly customizable without leaving the standard. UseResponse makes sure that they keep it updatable, even if they implemented many changes due to customer wishes. We are working together for 2+ years and I can not think of a better partner. **What do you dislike about UseResponse?** The mobile view and the responsivness of some of the product-parts works good for most cases but could be aproved in the future. **Recommendations to others considering UseResponse:** Get the free trial, fall in love with the product and dont hazitate to ask user support - they will help you at any time. **What problems is UseResponse solving and how is that benefiting you?** We are using the feedback software of UseResponse to create a platform for our customers to give direct feedback. We didn´t have something like this in our company before and we are very happy that we´ve found such a great tool and partner to work with. ### 3. Great Software and Great Team behind **Rating:** 4.5/5.0 stars **Reviewed by:** Michaela E. | Knowledge Base Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2021 **What do you like best about UseResponse?** modular structure, easy to use & great usability, dedicated team (friendly, competent, fast) **What do you dislike about UseResponse?** everything is fine. no bugs yet. nothing to mention. **Recommendations to others considering UseResponse:** try the demo version, and check out the enterprise solution. **What problems is UseResponse solving and how is that benefiting you?** We carried out a harmonization of the IT systems and consolidated the various knowledge databases. We can now distribute content to our target groups (internal and external) in a targeted manner and manage it completely, thus working more efficiently in our global team. ### 4. UseResponse **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Industrial Automation | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2019 **What do you like best about UseResponse?** UseResponse is one of the best available customer service programs that allows you to easily contact any customer through a variety of channels, including direct messaging tools that allow you to get real-time feedback from your customers. Always check what your customers think about new aspects of your site or the content you share on your site. Although you don't always receive useful feedback, the ability to talk directly to customers is still very beneficial. Use UseResponse to support any online ticketing needs, which is very helpful for organizations with members or venues where acts occur. There are not too many better programs for companies needing to overhaul their customer service systems or companies dealing with customer support support **What do you dislike about UseResponse?** UseResponse can be a difficult program to use if you don't have extensive knowledge of customer service systems or computers. **Recommendations to others considering UseResponse:** UseResponse allows you to create a help center from which you can handle all your customer service business needs, providing many useful and useful features from a single center where you can manage all of them. **What problems is UseResponse solving and how is that benefiting you?** UseResponse has a help desk that allows you to take care of your tickets and gives your customers a place to do the same. ### 5. A concise customer support platform with good versatility **Rating:** 4.0/5.0 stars **Reviewed by:** Darren D. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2019 **What do you like best about UseResponse?** The windows and panels are organized in a way that makes information easy to find. I like the immediate notifications we get that can allow us to respond in a timely fashion. During my initialization process, I was able to work with UseResponse to get me started quickly and add the integration to Slack. **What do you dislike about UseResponse?** Using the full extent of UseResponse capabilities may take some time. Sometimes I feel that UseResponse almost makes it too easy for customers to connect and file complaints. It can put more of a work load on our staff, but I can't really complain about anything in regards to the software and usage. **Recommendations to others considering UseResponse:** For companies that are serious about providing a customers with a simple portal that can also allow your staff to manage data in a streamlined way, UseResponse is a software solution that should be considered. You may want to start off your deployment for a particular department to help refine your usage of the platform and to help assess your staff capabilities. You can maybe do that for six months to a year, if appropriate for your needs. **What problems is UseResponse solving and how is that benefiting you?** UseResponse serves as our primary online customer support hub. It allows us to collect feedback data from our customers, which helps us to understand the quality of our service and to discuss making improvements accordingly. The reports and data compilation features let us put together information quickly so we can respond to issues as soon as possible and provide a better experience for our customers. ### 6. It allows companies to understand their customers and the opinions of their customers. **Rating:** 4.5/5.0 stars **Reviewed by:** Joseph L. | Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2019 **What do you like best about UseResponse?** I like the simple user interface with great functionality, a lot of documentation and support is fantastic. Easy to implement and immediate support by email. **What do you dislike about UseResponse?** I have no cons in the use of the software in my company at all. **Recommendations to others considering UseResponse:** UseResponse is a tool that works perfectly for our use case and I can only recommend it. **What problems is UseResponse solving and how is that benefiting you?** The system interface is highly customizable for our needs, and it is easier for our team to use its integration into the self-service community to collect ideas, vote on issues, added problems, questions, provide support with this excellent customer feedback software, Help desk ticket system packaged in a simple solution. ### 7. Great Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2019 **What do you like best about UseResponse?** This software is very easy to use and the price is very affordable. You can customize it to meet your needs. The support team is always there to help you through every step of the process and they are quick to respond. We needed some customization's that they didn't have and they quickly created integrations and the necessary changes on the back end to help us meet our product goals. **What do you dislike about UseResponse?** Honestly, I have not found anything that I do not like about this software. Rather, I am finding new things each time that work so much better than what we used previously. **Recommendations to others considering UseResponse:** This software is very easy to use and the price is very affordable. You can customize it to meet your needs. The support team is always there to help you through every step of the process and they are quick to respond. We needed some customization's that they didn't have and they quickly created integrations and the necessary changes on the back end to help us meet our product goals. **What problems is UseResponse solving and how is that benefiting you?** This has helped us revamp how we support our clients. We are able to utilize more options for our clients to reach out to us with all that UseResponse has to offer. ### 8. Useresponse for our Wishlist **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Shipbuilding | Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2018 **What do you like best about UseResponse?** The people and support behind the product which is feature rich and mature. **What do you dislike about UseResponse?** Some functionality we wanted hasn't been implemented. **Recommendations to others considering UseResponse:** Great tools for what you need, support is amazing! **What problems is UseResponse solving and how is that benefiting you?** To gather client feedback and to know more about their problems. ### 9. Simple, Powerful and Great Support **Rating:** 5.0/5.0 stars **Reviewed by:** Michael S. | Founder, Director Of Development, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2017 **What do you like best about UseResponse?** Specifically the inline help. Generically I'd say their own customer support which is highly responsive, very technically helpful, and very personalized. **What do you dislike about UseResponse?** Not much yet. I'd love if I could enter a hyperlink into an Article/FAQ that would work within the widget vs opening a new browser window but they are working on that minor point. Meanwhile the 'Related Artciles' sidebar does that for me. **Recommendations to others considering UseResponse:** Take advantage of the inline help Take advantage of the css customization which is extensive. **What problems is UseResponse solving and how is that benefiting you?** 1) I can provide customer support for users in a managed and trackable fashion 2) I can mitigate the amount of customer support I need to provide by integrating my ticket system with my FAQ System and thereby provide answers to users automatically and immediatly instead of opening a new ticket 3) I can provide the FAQ/TIcket system not only as a selectable widget (e.g. Customer Support) but attach it as 'inline' help to text/icon of my choosing and thus provide interactive help to uses at specific parts/buttons on my site. Thus instead of just having a basic 'What's This?' hover I can have one that provides a FAQ about any feature of my site which is then fully integrated into the extended FAQ/Help system. ### 10. Review for UseResponse **Rating:** 4.0/5.0 stars **Reviewed by:** Emily W. | Peer Tutor, Higher Education, Enterprise (> 1000 emp.) **Reviewed Date:** January 14, 2018 **What do you like best about UseResponse?** It helps to organize ideas and share them through UseResponse. The layout is very flexible and the social integration and content analyzing features that they provide for it are at par. I would say it is value for money! Their support is also a big plus, they usually reply within 5 minutes and are always there to help! **What do you dislike about UseResponse?** It can be a little complex to use because there are so many functionalities provided and no proper walk-through for them. Other than that though, I have nothing to dislike. **Recommendations to others considering UseResponse:** I would very highly recommend giving the free version a shot! **What problems is UseResponse solving and how is that benefiting you?** To manage my customers and records. I have enjoyed using it because of its flexibility and would choose this over so many more platforms that promise to provide the same thing. ### 11. A Great Customer Support Experience at One Place **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Semiconductors | Enterprise (> 1000 emp.) **Reviewed Date:** January 14, 2018 **What do you like best about UseResponse?** Their support is equally good at technical and business aspects of the different products. Their ticket system is great and so is their team at responding to problems within 24hours. A great User-interface too. **What do you dislike about UseResponse?** Thier website fits perfectly on a 15-inch laptop or maybe a bigger screen but its troublesome on an ipad or tablets. Other than that, there's nothing to dislike. **Recommendations to others considering UseResponse:** Their cloud version's support, user experience and optimization for different products is truly excellent. This is why I would strongly recommend you to use it. Their support isn't just great for your customers, it's awesome for you too. **What problems is UseResponse solving and how is that benefiting you?** Great Customer service, excellent ticketing system, Increasing our brand's face value and recognition. User support and helping build our brand's community. ### 12. Excellent support and powerfool tool for managing customer feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Dmitry M. | Co-Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2017 **What do you like best about UseResponse?** It is very flexible in terms of collecting ideas from our customers and understanding what customers require to be implemented first of all. **What do you dislike about UseResponse?** Sometime it takes a long time to get features submitted to their ticket system, what is fair enough as their number of clients growing. Administration area is a bit hard to learn to start. **What problems is UseResponse solving and how is that benefiting you?** We use UseResponce for managing product ideas building our sport software ### 13. Simple, intuitive helpdesk product backed by a team who are very perceptive and responsive. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** September 11, 2017 **What do you like best about UseResponse?** The integrated helpdesk experience with a highly intuitive user interface. **What do you dislike about UseResponse?** Minor tweaks to the interface will allow better utilization of valuable screen space on a 13-inch laptop. **Recommendations to others considering UseResponse:** We are a customer of the cloud version and my personal feeling is that user experience in the cloud version should be targeted and optimized for small businesses with perhaps less than 20 agents. This is the case as of now and I anticipate that any future progress would be in this direction. If you have any specific features that are not yet included, my impression is that the UseResponse team will listen to you and will build those features soon enough. **What problems is UseResponse solving and how is that benefiting you?** We were trying to make it unnecessary for the students of an educational institute to personally visit the student services office to resolve most of their routine issues. ### 14. One of the best I have used. Must try. **Rating:** 5.0/5.0 stars **Reviewed by:** Dhruvam N. | Assistant to CEO, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2017 **What do you like best about UseResponse?** I have been running a retail business and faced problems with clients requests and support. It’s easier 100% to support our clients via tickets rather than emails as we used to do before. As our company is a global retail business we are now using useresponse’s multi – lingual feature which allows me to handle all teams from different language departments in one place. Ticket rules which allows to automate ticket processing is another great feature we used in useresponse. By clicking several buttons to configure ticket rules suitable for my business our support team spend far more less time to process request. If you are reading this, don't waste your time and use this as soon as possible if you want your business to grow. **What do you dislike about UseResponse?** Personally there was nothing to dislike in this flawless software. **What problems is UseResponse solving and how is that benefiting you?** It helps me to save a lot of time on customer support. ### 15. UseResponse: All-in-One Help Desk and Customer Support Suite. **Rating:** 5.0/5.0 stars **Reviewed by:** Loveday A. | Project Support Officer/APM, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** March 24, 2017 **What do you like best about UseResponse?** The UseResponse System interface is highly customisable to Our needs, and it’s easier for Our Team to use Its Self-Service Community integration to Gather ideas, Topic Voting, aggregate Problems, Questions, provide support with this great customer feedback software, help desk ticketing system packed in one simple solution. Other features we loved were: • Unique feedback system • Multi – lingual knowledge bases • Unified Agents interface for all platforms • Fast customer support and problem-solving • Several Feedback sources: community portal, embedded widget **What do you dislike about UseResponse?** With the great Feature of UseResponse, there is nothing practical to dislike. **Recommendations to others considering UseResponse:** If you really want to know your Customers very well, understand their opinions, then UseResponse is the Platform to be on. **What problems is UseResponse solving and how is that benefiting you?** We were looking at ways to know our Customers very well, understand their opinions, gather their feedbacks and work seamlessly to respond to their needs in a timely manner. We had tried the traditional tools, cold calling and its likes, but never got the needed satisfaction and boost to Our Business. After some research, we came across UseResponse and tried the Trial Version, and to our utmost surprise, UseResponse lived up to its Name and reputation as one of the best in the Industry. ### 16. UseResponse Community is Great! **Rating:** 5.0/5.0 stars **Reviewed by:** Matt W. | Integration Consultant, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2016 **What do you like best about UseResponse?** Ease of use and the responsiveness of the company to support requests and the openess to enhancement suggestions **What do you dislike about UseResponse?** There isn't anything about the product that I dislike I think with time the knowledge base and user base will make information even better and easier to solve without having to go to the support center. **Recommendations to others considering UseResponse:** make sure that you understand the full breadth and depth of the product. It is so feature rich and there is always more to come they are constantly improving the product. We are very pleased with everything. **What problems is UseResponse solving and how is that benefiting you?** We are using this as our forum and as the basis for building our own software support community. This will become our new self service center and knowledge base. it is allowing us to customize and host everything in a way that is easy to configure and customize. ### 17. Simply Exceptional Feedback, Knowledge Base, FAQ & Ticketing Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Kapil M. | Founder & Managing Director, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2015 **What do you like best about UseResponse?** (1) Host the solution on your server or use the cloud option (2) Easily configurable to suit your needs (3) Exceptional support and service by the UseResponse Team using their own tool (4) Continuously improving the product with the feedback gained (5) Easy to build a community, get ideas from this community, along with problems faced & accolades. (6) Integrate your Knowledge base & FAQ with the Ticketing solution Check it out on www.truedata.in/feedback **What do you dislike about UseResponse?** You can t dislike this continuously improving service cos we post the dislikes on the feedback panel and it gets resolved in the next update. **Recommendations to others considering UseResponse:** Just go for it if you need to build a community and then get ideas from this community. **What problems is UseResponse solving and how is that benefiting you?** (1) I have an integrated Feedback solution, Knowledge Base, FAQ & Ticketing solution (2) I am able to collect lots of ideas from my community to improve the product (3) Each module talks to the other seamlessly ### 18. UseResponse: excellent service with superb customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2015 **What do you like best about UseResponse?** UseResponse is simply awesome. I set it up literally in ten minutes and their customer support immediately helped me in tuning up the configuration as soon as I got in touch with them. They replied to me basically 24/7, no matter whether I was based in Europe or in the U.S., they always replied in less than a hour. **What do you dislike about UseResponse?** Nothing really. Perhaps one thing that they could improve is that they might provide customers with a SSL certificate for custom domains instead of asking the customer to provide them with such certificate **What problems is UseResponse solving and how is that benefiting you?** Exactly what we needed: customer support and a service for providing users with an easy way to leave feedbacks and ideas ### 19. Easy platform to interact with customers **Rating:** 5.0/5.0 stars **Reviewed by:** Jamyn S. | Senior Security Administrator, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2015 **What do you like best about UseResponse?** The UseResponse team is quick to work with us to customize their product to our needs. **What do you dislike about UseResponse?** I don't really have any complaints about the product. **Recommendations to others considering UseResponse:** Keep the product up to date, as they're always adding new features and fixing bugs. **What problems is UseResponse solving and how is that benefiting you?** We are using the UseResponse product to collect requests from customers, and prioritize new features. UseResponse makes it simple for us to collect metrics about their needs, while interacting with our customers. ### 20. Excellent product & excellent service! **Rating:** 5.0/5.0 stars **Reviewed by:** Geo L. | Operations Team Lead for Business Management BI and Market Measures, Consumer Goods, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2015 **What do you like best about UseResponse?** UseResponse has been the selected product for our self serve support forum concept. They have delivered with great quality & service, and not to mention with great agility. It is also very cost competitive compared to other vendors. **What do you dislike about UseResponse?** The payment method was a bit of a pain, but this is not just because of UR. It's also a set up in our company. Since UR is a small vendor, they do not have other payment options other than online transaction **What problems is UseResponse solving and how is that benefiting you?** Self Serve Support Forum ### 21. Better support app found **Rating:** 5.0/5.0 stars **Reviewed by:** Nicolas C. | IT Projects Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** September 04, 2015 **What do you like best about UseResponse?** It's easy to use, feature complete and simplefy ticket management for support department **What do you dislike about UseResponse?** Nothing **What problems is UseResponse solving and how is that benefiting you?** Management problems of ticketing ### 22. Best solution for complete support center - all-in-one!! **Rating:** 5.0/5.0 stars **Reviewed by:** Jens H. | Teamleiter Softwareentwicklung / IT-Betrieb, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2015 **What do you like best about UseResponse?** We were looking for a solution for brainstorming sessions and a manual. We have encountered UseResponse. In this application is simply thought of everything. The operation is so simple, our employees have every day enjoyment with the portal **What do you dislike about UseResponse?** Dislike? in this wonderfull product? no noo **What problems is UseResponse solving and how is that benefiting you?** One plattform for all feedback channels in one solution! ## UseResponse Discussions - [What is UseResponse used for?](https://www.g2.com/discussions/what-is-useresponse-used-for) - [View UseResponse pricing details and edition comparison](https://www.g2.com/products/useresponse/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+18%3A07%3A52+-0500&secure%5Bsession_id%5D=4b5704b7-4fa0-4839-a611-753c2f42aa44&secure%5Btoken%5D=b38f7e4f3cd79440127a367ffa2c7dbff930eed8b1527734e69f0471e22eb284&format=llm_user) ## UseResponse 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 **Feedback** - Ranking - Commenting **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 **Generative AI** - AI Text Generation - AI Text Summarization **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Idea Sources** - External Idea Generation - Internal Idea Generation **Generative AI** - AI Text Generation - AI Text Summarization **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **Self-Service Platform** - Branding - Automation - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Idea Collection** - Idea Campaigns - Forums - Suggestion Box **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **System Management** - Security - System Monitoring **Integrations** - Gamification - Project Planning **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 **Agentic AI - Idea Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top UseResponse Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,658 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,492 reviews) - [LiveAgent](https://www.g2.com/products/liveagent/reviews) - 4.5/5.0 (1,479 reviews)