[ UseResp... Reviews ](https://www.g2.com/products/useresponse/reviews) [ UseResp... Reviews ](https://www.g2.com/products/useresponse/reviews) # UseResponse Features ##### ## Platform (6) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Integration Integrates with other customer service software to improve support and enhance functionality Reporting Provides analytics tools that reveal important business metrics and track progress Dashboards Displays important metrics relating to performance Show More ##### ## Ticket and Case Management (8) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Show More ##### ## Communication Channels (4) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Show More ##### ## Survey Management (4) Brand Design Consistency Creates feedback forms that are consistent with the design of the site. Survey Deployment Supports the creation and deployment of different survey types on different channels or devices. Feedback Collection Solicits, captures, and centralizes feedback from both structured and unstructured sources. Device Responsiveness Allows designs to adapt automatically to the device that users access the survey or software. Show More ##### ## Process Management (4) Feedback Aggregation Aggregates feedback and transforms feedback into actionable insights. Trigger Alerts Triggers creation of a new case after customer leaves feedback. Real-Time Analysis Analyze collected feedback near or in real-time. Real-Time Action Trigger strategic workflows to quickly resolve issues and increase customer satisfaction. Show More ##### ## System Management (2) Security Provides a secure and compliant system. System Monitoring Continually inspects, audits, and monitors system to keep it up to date. Show More ##### ## 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 Show More ##### ## Self-Service Platform (3) 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 Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## 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. Show More ##### ## Internal Use (6) Customization 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. Show More ##### ## Feedback (2) Ranking Allows users to vote on ideas they like best. Commenting Allows users to comment on posted ideas and provide feedback. Show More ##### ## Idea Sources (2) External Idea Generation Offers tools for the collection of externally-sourced ideas. Internal Idea Generation Offers tools for the collection of internally-sourced ideas. Show More ##### ## Idea Collection (3) Idea Campaigns Allows users to create idea campaigns around specific goals or brainstorming sessions. Forums Provides an online forum space to generate and discuss ideas. Suggestion Box Provides a generalized space for nonspecific ideas. Show More ##### ## Integrations (2) Gamification Includes gamification aspects in the idea generation process. Project Planning Allows users to turn ideas into tasks either natively or by integrating with an outside task or project management software. Show More ##### ## Generative AI (10) 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. 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. Show More ##### ## 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 Show More ##### ## 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 Show More ##### ## Agentic AI - Idea Management (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Show More ## Top-Rated Alternatives [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") Freshdesk 4.4/5(3,752) ](https://www.g2.com/products/freshdesk/reviews) [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(6,997) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![LiveAgent](https://images.g2crowd.com/uploads/product/hd_favicon/e0e7e8e18c5585ace107ec3c2e5b9e7f/liveagent.svg "LiveAgent") LiveAgent 4.5/5(1,538) ](https://www.g2.com/products/liveagent/reviews) [ View All Alternatives ](https://www.g2.com/products/useresponse/competitors/alternatives) UseResponse Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_8eac408c131f013530178efd9a9ca600/freshdesk.png "Product Avatar Image") Freshdesk 4.4/5(3,752) [ Compare Now ](https://www.g2.com/compare/freshdesk-vs-useresponse) ##### Categories on G2 [ Live Chat ](https://www.g2.com/categories/live-chat)[ Customer Self-Service ](https://www.g2.com/categories/customer-self-service)[ Help Desk ](https://www.g2.com/categories/help-desk) [ Digital Customer Service Platforms ](https://www.g2.com/categories/digital-customer-service-platforms)[ Enterprise Feedback Management ](https://www.g2.com/categories/enterprise-feedback-management)[ Idea Management ](https://www.g2.com/categories/idea-management) Show More ##### Explore More [ What are the best talent assessment software on the market ](https://www.g2.com/discussions/which-is-the-best-talent-assessment-software-in-the-market)[ Leading VoIP services for medium-sized enterprises ](https://www.g2.com/discussions/leading-voip-services-for-medium-sized-enterprises)[ What platform provides multi-location property portfolio management? ](https://www.g2.com/discussions/what-platform-provides-multi-location-property-portfolio-management) [ What's the best customer support software for tech startups ](https://www.g2.com/discussions/what-s-the-best-customer-support-software-for-tech-startups)[ What is the top-rated meeting room booking system for large enterprises? ](https://www.g2.com/discussions/what-is-the-top-rated-meeting-room-booking-system-for-large-enterprises)[ Best User Research Software ](https://www.g2.com/discussions/what-are-the-best-user-research-tools-worth-sticking-with-long-term) Show More [ What are the best talent assessment software on the market ](https://www.g2.com/discussions/which-is-the-best-talent-assessment-software-in-the-market)[ Leading VoIP services for medium-sized enterprises ](https://www.g2.com/discussions/leading-voip-services-for-medium-sized-enterprises)[ What platform provides multi-location property portfolio management? ](https://www.g2.com/discussions/what-platform-provides-multi-location-property-portfolio-management) [ What's the best customer support software for tech startups ](https://www.g2.com/discussions/what-s-the-best-customer-support-software-for-tech-startups)[ What is the top-rated meeting room booking system for large enterprises? ](https://www.g2.com/discussions/what-is-the-top-rated-meeting-room-booking-system-for-large-enterprises)[ Best User Research Software ](https://www.g2.com/discussions/what-are-the-best-user-research-tools-worth-sticking-with-long-term)