What is UseResponse?
UseResponse is designed to track, organize and manage customer feature requests and feedback in order to develop customer-centric product development process. It helps to organize feedback communities to manage ideation and innovation, and improve customer self-service. UseResponse was founded in 2012 with focus on high quality software development. UseResponse Customer Service Suite now combines Support Ticketing Center, Feedback Community Forum, Live Chat, and Knowledge Base. It's an integrated Customer Support and Feedback Tool for omni-channel communications and better feedback management. Everything you need to organize effective customer support and improve customer self-service. Highly customizable software is able to adjust the workflows of any company and is widely used enterprise companies to organize their support and improve customer satisfaction & product development. Among clients of UseResponse there are lot of such as Cpanel, Deutsche Bahn Systel, MindManager and others. UseResponse can be used as a SaaS and On-Premise solution. Trusted by world-known enterprise companies including Cpanel, Deutsche Bahn Systel, MindManager, P&G, IBM, CISCO, Huawei, Century21.
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UseResponse Reviews (16)
- ★★★★★15
- ★★★★★1
- ★★★★★0
- ★★★★★0
- ★★★★★0
Review Summary
Generated using AI from real user reviews
UseResponse receives overwhelmingly positive feedback, with 15 of 16 reviews giving it a full 5-star rating. Users consistently praise the ease of use, customizable interface, and responsive support team. The software handles multiple core functions—ticket management, feedback collection, knowledge bases, and community portals—in a single platform, and reviewers note that it integrates well with external tools and social media. Real-time customer interaction and the ability to prioritize development work based on user voting are frequently cited benefits.
The main criticism centres on pricing, which several users acknowledge as expensive relative to competitors, though most still consider the product worth the cost. A few reviewers mention minor friction with the mobile interface responsiveness and occasional missing integrations (one user noted gaps compared to Zendesk). One review flagged that some requested features have experienced delays. Navigation speed and theme customization have also been noted as occasional pain points, though these complaints are isolated.
Overall, UseResponse functions as a mature, feature-rich solution for companies seeking an integrated help desk and customer feedback platform. The vendor's willingness to build custom features and handle implementation support appears to be a significant differentiator. For teams willing to invest in the platform, the product and service delivery seem to deliver genuine value.
★★★★★
Wednesday, April 13, 2022
“Ticket management at its peak! Overall: I've had a great…”
Ticket management at its peak! Overall: I've had a great experience with this application ever since I acquired it, although its a little expensive but has a lovely interface and very high capacity and flexibility in the collection of questions and feedback, all in realtime interaction. Pros: What I love most is the seasoned support which is always timely and accurate. With this app,I have the capacity to interact with multiple clients at the same time ,all in real time. Its definitely worth its cost as It integrates easily with other softwares and social media app Cons: It is a very costly app,I believe the price should be reviewed. Aside this, its a great tool in network monitoring so I still love this app. Switched From: UserVoice
★★★★★
Thursday, September 23, 2021
““A solid product for a good price” Overall: UseResponse is…”
“A solid product for a good price” Overall: UseResponse is a real solid product. You can customize the look and feel, integration with other applications, and authenticate via SAML. We needed an easy way to track users' desires and UseResponse squarely addresses those needs. Pros: UseReponse comes with a lot of features out of the box. The main reason we adopted UseResponse was to "crowd source" our development roadmap. By using UR, our user can tell us what they was in our products, and based on the number of votes, we can determine priorities. Additionally, there are many great add-ons and integrations available. Cons: Sometimes navigating through the interface can be slow.
★★★★★
Thursday, September 23, 2021
“Pros: UseResponse helps in every step. The software has several…”
Pros: UseResponse helps in every step. The software has several parts that can be switched on and off. The company tries to meet customer needs. The response time is second to none, so their customer support always works. The software is very flexible without leaving the standard. Even if they implemented many changes based on customer feedback, UseResponse will make sure it is updatable. We've been working for more than a year and I cannot think of another better partner. It is not the case for such things as Cons: The mobile view can be good for most cases, however it could lead to problems in the future. There are many ways that it can be improved.
★★★★★
Tuesday, April 13, 2021
“Your Customers Satisfied With Your Support, Service, Chat and Much…”
Your Customers Satisfied With Your Support, Service, Chat and Much More My experience with the tool is very good, it has allied a lot of stress around here, therefore, I just complain about the amount we paid. But the tool itself is perfect and is being of good help. as I said, we can still integrate with other platforms. E.g. Facebook messenger, among others. We were able to resolve things via live chat. It has been good, and the relationship with customers has improved and the personalized and more agile service has been improved. Pros: A great working tool this, it worked right on my system. Perfect support agents, always accurate, we are no complaints or anything like that thanks to support. I like this tool, but it's a shame that we only had 14 free days, but we were able to use the entire structure of the tool. This tool allows me to have more interactions with the customer, multiple customers at the same time. It's good cause it integrates with a lot of other software we use
★★★★★
Friday, March 5, 2021
“Overall: On the whole, the software convinces with an incredibly…”
Overall: On the whole, the software convinces with an incredibly great and simple usability, it is well thought-out and logically structured, and the team behind it is extremely competent and fast in support and small individual development projects. Larger individual requirements can be solved professionally through support or and cost-effectively consulting. Pros: We first used Idea Management in the beginning, and later built up our Knowledge Base. We use the knowledge base for both internal and external user groups. The structure of the rights management is simple and flexible, as well as the possibility to form different communities, to distribute knowledge base articles to specific target groups and to manage information. In addition, we use the ticket system as internal workload management and can thus transparently share and manage all tasks. Cons: Nothing worth mentioning, and it seems bug free too. Reasons for Choosing UseResponse: Use Response achieved by far the best cost-benefit ratio for us in our own evaluation process, and was immediately chosen as the favorite by the users directly affected (because of the intuitive and simple user interface and the good search function). Reasons for Switching to UseResponse: Before that, we used different tools for knowledge documentation for different user groups and could not manage languages with them. Consolidation now allows us to be more efficient and manage information better. And users are more satisfied as a result.
★★★★★
Wednesday, March 3, 2021
““Easy to use, highly customizable and a customer support that…”
“Easy to use, highly customizable and a customer support that is second to none” Overall: 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. Pros: 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. Cons: The mobile view and the responsivness of some of the product-parts works good for most cases but could be aproved in the feature.
★★★★★
Thursday, May 9, 2019
“"It allows companies to understand their customers and the opinions…”
"It allows companies to understand their customers and the opinions of their customers." What do you like best? 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? I have no cons in the use of the software in my company at all. Recommendations to others considering the product: UseResponse is a tool that works perfectly for our use case and I can only recommend it. What problems are you solving with the product? What benefits have you realized? 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.
★★★★★
Friday, April 26, 2019
““Great Product” Pros: This software is very easy to use…”
“Great Product” Pros: 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. Cons: 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.
★★★★★
Friday, April 26, 2019
“"Great Product" What do you like best? This software is…”
"Great Product" What do you like best? 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? 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 the product: 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
★★★★★
Wednesday, December 12, 2018
“Multi.function support/help desk service Very nice complex software that cover…”
Multi.function support/help desk service 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. Cons: No cons at all. Pricing is average in softwares of this category. Overall: Only positive experience. UseResponse is on of tools that works perfectly for our use-case and I may only recommend it.
