¿Quién utiliza este software?

Best for any type of business like banks, universities, telecom operators, mobile operators, ios and android market sellers. Used mostly by business owners, support managers and marketing agents.

Valoración media

29 opiniones
  • En general 4.5 / 5
  • Facilidad de uso 5 / 5
  • Atención al cliente 5 / 5
  • Funcionalidades 4.5 / 5
  • Relación calidad-precio 5 / 5

Detalles del producto

  • Precio de partida USD 15.00
  • Versión gratuita No
  • Prueba gratis
  • Implementación Instalado: Mac
    En la nube, SaaS, web
    Instalado: Windows
  • Formación En directo en línea
    Documentación
  • Asistencia Horas laborables
    En línea

Datos del proveedor

  • UseResponse
  • http://www.useresponse.com
  • Fundada en 2011

Sobre UseResponse

A powerful help desk ticketing system. Pricing starts at $15/month. Could be used as a self-hosted solution installed on your server or Cloud option, UseResponse can be embedded and deployed easily.

Funciones de UseResponse

  • Clasificación de ideas
  • Colaboración
  • Feed de actividad y noticias
  • Gestión de flujos de trabajo
  • Ideación
  • Mapa mental
  • Seguimiento de estado
  • Acciones correctivas (CAPA)
  • Clasificación de quejas
  • Enrutamiento
  • Gestión de casos
  • Gestión de comentarios
  • Gestión de encuestas
  • Gestión de formularios
  • Gestión del control de calidad
  • Portal de autoservicio
  • Seguimiento de problemas
  • Seguimiento de quejas de clientes
  • Supervisión de redes sociales
  • Búsqueda de texto completo
  • Catalogación/Categorización
  • Colaboración
  • Foros de discusión
  • Gestión de contenidos
  • Gestión de la base de conocimiento
  • Portal de autoservicio
  • Árbol de decisión
  • Alertas y alzada
  • Almacenamiento de documentos
  • Chat en tiempo real
  • Comunicación multicanal
  • Creación de marca personalizable
  • Enrutamiento automatizado
  • Gestión de SLA (Service Level Agreement)
  • Gestión de la base de conocimiento
  • Gestión de recursos informáticos
  • Gestión de tickets
  • Integración de correo electrónico
  • Portal de autoservicio
  • Seguimiento de interacciones
  • Supervisión de redes

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Las opiniones más útiles de UseResponse

Powerful, easy to use,fantastic customer support

Publicado el 10/11/2017
Michael S.
Director Of Development
Ha utilizado el software durante: Más de un año
Fuente de la reseña 
5/5
En general
5 / 5
Facilidad de uso
5 / 5
Características y funcionalidades
5 / 5
Asistencia técnica
5 / 5
Relación calidad-precio
Probabilidad de recomendación:
Muy baja Muy alta

Comentarios: 1) I can provide managed customer/ticket support
2) I can easily integrate new custom support team members into the process
3) I can teach users about my site interactive to my support system
4) I can provide a 'Feature Request' system that I can use to not only assess user needs/desires but also keep them in the loop about status of those requests.

Puntos a favor: Right now my favorite feature is the 'inline' FAQ whereby I can add a 'What's This?' icon anywhere on my site which then pops up the UseResponse widget with an FAQ related to the user's current asset. This is fully integrated to the support system allowing me to both inform users of features interactively and allow for extended/related answers and even customer support. I tested a number of popular/leading competing services and found UseResponse to be the most comprehensive and easy to use of all of them and the price is decidedly right. For me the final deciding factor was that a company that creates customer support software in fact provides superior customer support too. I was able to learn about and set up all the features I needed with direct and caring support. I don't often 'gush' about software (actually usually I gripe :) ) but UseResponse IMHO deserves it.

Contras: So far not much. The only feature I'd love to include is the ability for FAQ/Articles to link to other articles inside the widget. Right now you are limited to either the sidebar of related articles (which keeps you in the widget) or adding a hyperlink to an artcile which opens a new browser window. I"m told they are working on that too though so that would leave me with nothing to complain about.

UseResponse: an All-in-One Solution for your Help Desk and Support Suite.

Publicado el 24/3/2017
Loveday A.
Project Manager
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña 
4/5
En general
5 / 5
Facilidad de uso
4 / 5
Características y funcionalidades
5 / 5
Asistencia técnica
5 / 5
Relación calidad-precio
Probabilidad de recomendación:
Muy baja Muy alta

Comentarios: UseResponse has proved to be one of the Best decisions we undertook. We were looking for an All-in-One Solution to enable us to manage Our Customer Support Solutions, and UseResponse turned out simply great. We used the Trial version, and got Our Team to test every aspect of the system, and were very happy with the outcome and Information gathered were thoroughly analysed and formed part of Our decision to upgrade. The 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. Digging deeper, we utilised the Help Desk Analytics Tools (HDAT) to measure Support Agents Performance. One other great feature is the Intelligent Ticket Processing (ITP) and the ease with which All requests aggregated in one inbox from different support channels. I will highly recommend anyone whose Business is looking for a seamless Combination of Help Desk + Multilingual Knowledge Base Features and API integration and Mobile ready (IOS and Android integration). Throughout the integration Process, the UseResponse Team were of immense support. Their Customer Support Team is great. UseResponse is Value for money.

Puntos a favor: Unique feedback system
Social Integration
Content analysing
Multi lingual knowledge bases
Unified Agents interface for all platforms
Fast customer support and problem-solving
Unique feedback system
Ticket merge
Restful API, IOS, Android integration
Several Feedback sources: community portal, embedded widget
Ease of Installation

Multi.function support/help desk service

Publicado el 12/12/2018
Jiří M.
CEO
Desarrollo de programas, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña 
4/5
En general
4 / 5
Facilidad de uso
5 / 5
Características y funcionalidades
5 / 5
Asistencia técnica
4 / 5
Relación calidad-precio
Probabilidad de recomendación:
Muy baja Muy alta

Comentarios: Only positive experience. UseResponse is on of tools that works perfectly for our use-case and I may only recommend it.

Puntos a favor: Very nice complex software that cover almost all needs our team has. Support email ticketing system and help desk software for collecting ideas and public support.
Together with self-hosting system with possible CSS customization, ideal tool.
Because of self-hosting solution, we from time to time face minor issues with functionality, fortunately support of UseResponse team is excellent and issues are almost instantly solved.

Contras: No cons at all. Pricing is average in softwares of this category.

UseResponse Review

Publicado el 27/11/2018
Richard S.
Head of Product Management
Software informático, 501-1000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña 
4/5
En general
5 / 5
Facilidad de uso
4 / 5
Características y funcionalidades
5 / 5
Asistencia técnica
5 / 5
Relación calidad-precio
Probabilidad de recomendación:
Muy baja Muy alta

Comentarios: Customer community visibility of ideas and issues is the key problem we solved. Previously these were all dealt with, but were invisible to customer, leading to dissatification

Puntos a favor: Easy to set up
Easy for end-users
Configurable and extendable and functionality growing all the time
Great support
Value for money compared to competitors if off the chart
On premises option was vital for us .. not sure if this is still available?

Contras: Notification features would be nice.. but sure these will be added in time.. Happy to stick with it until they don.

3 Years experience was great! Quick email responses and Great Documentation

Publicado el 12/7/2018
Natraj K.
CEO
Software informático, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña 
5/5
En general
5 / 5
Facilidad de uso
5 / 5
Características y funcionalidades
5 / 5
Asistencia técnica
5 / 5
Relación calidad-precio
Probabilidad de recomendación:
Muy baja Muy alta

Puntos a favor: Simple UI with great functionality, lot of documentation and support is fantastic.
Simple to implement and immediate email support.

Contras: Email functionalities and integrations like Zendesk is missing. As you improve on these, it would be great.

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