UseResponse

(14)
4.9 out of 5 stars

Platform to gather ideas and support your customers that includes ticketing, knowledge base, live chat. Easy to use customer service solution.

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UseResponse Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

94%
(Based on 10 reviews)
Response Automation

Respond to common requests with standard reply

96%
(Based on 7 reviews)
SLA Management

Service Level Agreement Management

Not enough data available

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

96%
(Based on 8 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

95%
(Based on 9 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

96%
(Based on 10 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

94%
(Based on 10 reviews)
Survey Management
Brand Design Consistency

Creates feedback forms that are consistent with the design of the site.

Not enough data available

Survey Deployment

Supports the creation and deployment of different survey types on different channels or devices.

Not enough data available

Feedback Collection

Solicits, captures, and centralizes feedback from both structured and unstructured sources.

Not enough data available

Device Responsiveness

Allows designs to adapt automatically to the device that users access the survey or software.

Not enough data available

Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

Not enough data available

Searchable Articles

Makes articles in the knowledge base searchable on the web.

Not enough data available

Community Forums

Enables users to engage with other users to solve common issues.

Not enough data available

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

Not enough data available

Communication
Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Not enough data available

Notifications

Delivers notifications to both sides of the conversation.

Not enough data available

Targeted Emails

Sends automated emails to further engage clients and potential clients.

Not enough data available

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

n/a
Knowledge Base
Q & A

Provides forums where employees of various levels can share expertise and processes.

Not enough data available

Link Sharing

Lets users direct one another to content via customized links, foregoing a lengthy search process.

Not enough data available

Searchable

Incorporates a search bar to help navigate users to appropriate content.

Not enough data available

Process
Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

Not enough data available

Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

Not enough data available

Macros

Allows administrators to create templated responses to frequently asked questions.

Not enough data available

Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

Not enough data available

Process Management
Feedback Aggregation

Aggregates feedback and transforms feedback into actionable insights.

Not enough data available

Trigger Alerts

Triggers creation of a new case after customer leaves feedback.

Not enough data available

Real-Time Analysis

Analyze collected feedback near or in real-time.

Not enough data available

Real-Time Action

Trigger strategic workflows to quickly resolve issues and increase customer satisfaction.

Not enough data available

Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

Not enough data available

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

Not enough data available

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

Not enough data available

Live Chat

Embeds live chat capabilities within self-service tools.

Not enough data available

Internal Use
Customization

93%
(Based on 8 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

Not enough data available

Lead Development

Enables employees to denote potential customers.

n/a
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

Not enough data available

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

Not enough data available

Customer Profiles

Allows for the creation of profiles for contacts and customers.

Not enough data available

Security
Verification

Updates document administrators after a specified interval of time so as to encourage verification that aged information remains relevant and accurate.

Not enough data available

Role-Based Permission

Allows users access to files based on role, or password protections.

Not enough data available

Public vs Private

Offers the choice to make a conversation private between specified contributors, or open for public discussion.

Not enough data available

Channels
Phone

Connects employees with customers through a calling solution.

n/a
Text

Connects employees with customers through a text message solution.

Not enough data available

Email

Connects employees with customers through an email solution.

Not enough data available

Social

Connects employees with customers through a social media solution.

Not enough data available

Live Chat

Connects employees with customers through a live chat solution.

Not enough data available

System Management
Security

Provides a secure and compliant system.

Not enough data available

System Monitoring

Continually inspects, audits, and monitors system to keep it up to date.

Not enough data available

Content
Update Notifications

Sends updates to document or file participants when changes have been made.

Not enough data available

Trackable Analytics

Tracks activity within file types to help administrators understand what is being used the most.

Not enough data available

Import

Allows for the importation of content and knowledge from previously implemented tools.

Not enough data available

File Viewing

Stores and readies various file types for viewing.

Not enough data available

Insight
Surveys

Provides opportunity for customers to give feedback through a survey.

Not enough data available

Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

Not enough data available

Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Not enough data available

Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Not enough data available

Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

97%
(Based on 9 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

94%
(Based on 8 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

91%
(Based on 5 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Not enough data available

Communication
Comments

Allows users to leave notes or comments on various file types for eventual reference.

Not enough data available

Social Features

Enables comments, liking and other social features within discussions or documents.

Not enough data available

Tagging

Allows users to tag one another in file data or comments for easier search and referencing.

Not enough data available

Upload

Lets users upload documents, photos and various other file types from their personal devices for greater knowledge sharing.

Not enough data available

Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

n/a
Customer and Contacts Database

Central repository for account and contact information

Not enough data available

Products and Version Tracking

Central repository for tracking products and product versions customer is using

Not enough data available

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

87%
(Based on 7 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

93%
(Based on 9 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

90%
(Based on 9 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

97%
(Based on 9 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a
Reporting

83%
(Based on 9 reviews)
Dashboards

83%
(Based on 9 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

Not enough data available

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

94%
(Based on 7 reviews)
Customization

93%
(Based on 8 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

93%
(Based on 9 reviews)
Internationalization

98%
(Based on 7 reviews)
Performance & Reliability

87%
(Based on 9 reviews)
Integration APIs

82%
(Based on 5 reviews)