UseResponse

UseResponse

par UseResponse

Qui utilise UseResponse ?

Idéal pour tout type d'entreprise comme les banques, les universités, les opérateurs de télécommunications, les opérateurs mobiles, les vendeurs de produits iOS et Android. Principalement utilisé par les chefs d'entreprise, les responsables de l'assistance clients et les professionnels du marketing.

Description de UseResponse

Suite d'assistance tout-en-un permettant de recueillir les opinions des clients et de fournir une assistance pour seulement 15 dollars/mois. Principalement utilisé comme solution auto-hébergée installée sur votre serveur avec l'option Cloud, UseResponse peut être facilement intégré et déployé.

Informations sur UseResponse

UseResponse

http://www.useresponse.com

Fondé en 2011

Prix de UseResponse

UseResponse n'est pas disponible en version gratuite mais propose un essai gratuit. La version payante de UseResponse est disponible à partir de 15,00 $US.

À partir de

15,00 $US

Version gratuite

Non

Essai gratuit

Oui

Déploiement

Installation (Mac)

Cloud, SaaS, web

Installation (Windows)

Formation

Formation en ligne en direct

Documentation

Ressources d'aide

Support en horaire de bureau

En ligne

UseResponse - Fonctionnalités

Logiciels de gestion des plaintes
Classification des plaintes
Gestion des assurances qualité
Gestion des cas
Gestion des commentaires
Gestion des enquêtes
Gestion des formulaires
Mesures correctives (CAPA)
Portail libre-service
Routage
Suivi des médias sociaux
Suivi des plaintes de clients
Suivi des problèmes
Carte heuristique
Classement des idées
Collaboration
Fil d'activités et d'actualités
Gestion des flux de travail
Idéation
Suivi des statuts
Alertes et remontée des problèmes
Chat en temps réel
Communication multicanal
Gestion de la base de connaissances
Gestion des accords de service
Gestion des billets
Gestion des ressources informatiques
Intégration des e-mails
Monitoring réseau
Portail libre-service
Routage automatisé
Stockage de documents
Stratégie de marque personnalisable
Suivi des interactions
Arbre de décision
Catalogage/catégorisation
Collaboration
Forums de discussion
Gestion de contenu
Gestion de la base de connaissances
Portail libre-service
Recherche en texte intégral

Avis sur UseResponse

Afficher 5 avis sur 29

Note globale
4,7/5
Facilité d'utilisation
4,8/5
Service client
4,9/5
Fonctionnalités
4,7/5
Rapport qualité-prix
4,9/5
Utilisateur vérifié
Manager
Services et technologies de l'information, 1 001-5 000 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    5/5
  • Facilité d'utilisation
    3/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 27/05/2019

"Best customer support I can imagine"

Avantages: It works great and is flexible for collecting feedback, ideas, and questions in real time and asynchronously.

Inconvénients: Sometimes the admin console can be a bit difficult to navigate, but all of the features are there, somewhere.

  • Provenance de l'utilisateur 
  • Publié le 27/05/2019
Michael S.
Director Of Development
Temps d'utilisation du produit: plus d'un an
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 10/11/2017

"Powerful, easy to use,fantastic customer support"

Commentaires: 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.

Avantages: 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.

Inconvénients: 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.

  • Provenance de l'utilisateur 
  • Publié le 10/11/2017
Vishal J.
CEO
  • Note globale
    3/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    Sans note
  • Support client
    2/5
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    Sans note
  • Provenance de l'utilisateur 
  • Publié le 02/02/2016

"your article, faq formating sucks"

Commentaires: We are considering leaving your service as your base design is pretty old style looking. You should consider modernizing it. Check out how Square space Knowledge base looks, we would like something which looks as mdoern as that https://support.squarespace.com/hc/en-us/categories/200352188-Knowledge-Base And the FAQ page should be modern like https://www.qapital.com/faq you can check how old looking http://withjoy.useresponse.com looks which is why we are likely to leave the service even though we have paid for it.

Réponse de l'éditeur

envoyé par UseResponse le 02/02/2016

Hello Vishal,
In order to supply with good service, we are ready to assist you in integration of the system with website + customizing the look and feel of articles and knowledge base to your requirements.
As system is very flexible, we try to utilize the common way of providing support in package, but not everyone would be amazed with features we have and UI we provide.
Let us know if you can consider using our service, if we are to provide better UI for your needs in order for you to change your mind in regards to this review.
Hope you would give us a chance to make product better and change your opinion here.

  • Provenance de l'utilisateur 
  • Publié le 02/02/2016
Loveday A.
Project Manager
Services et technologies de l'information, 2-10 employés
Temps d'utilisation du produit: 1 à 5 mois
  • Note globale
    4/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    4/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 24/03/2017

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

Commentaires: 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.

Avantages: 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

  • Provenance de l'utilisateur 
  • Publié le 24/03/2017
Natraj K.
CEO
Logiciels, 2-10 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Publié le 12/07/2018

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

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

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

  • Provenance de l'utilisateur 
  • Publié le 12/07/2018