UseResponse

What is UseResponse

UseResponse is a complete customer service software that combines multiple support tools into a single, unified platform. Its main purpose is to help businesses manage all customer communications and feedback efficiently. The software is built around four core modules: a Help Desk for ticketing, a Feedback system for collecting ideas, a Knowledge Base for self-service support, and a Live Chat for real-time conversations. This all-in-one approach allows support teams to handle inquiries from various channels like email, social media, and messengers without switching between different applications. The company behind the software, 3CG Onsite LLC, was founded in 2011 and is headquartered in Lewes, Delaware, USA. UseResponse is designed to be scalable and customizable, serving businesses from small startups to large enterprises with both cloud-hosted and on-premise deployment options.

UseResponse Features

UseResponse offers a wide range of features designed to cover all aspects of customer support. Here are some of the key functionalities:

• Help Desk Software: A powerful ticketing system that centralizes customer requests from all channels. It automates ticket routing, assignment, and escalation to ensure timely responses.
• Feedback Software: This module allows you to create a community forum where users can submit ideas, report problems, and vote on suggestions. It helps product teams build a public roadmap and prioritize features based on customer demand.
• Knowledge Base Software: Build a comprehensive self-service help center with articles, FAQs, and tutorials. This reduces the number of support tickets by allowing customers to find answers on their own.
• Live Chat with Messengers: Engage with customers in real-time through a website chat widget. It also integrates with popular messaging apps like Facebook Messenger, WhatsApp, and Telegram, so all conversations are managed in one place.
• Multichannel Support: Consolidate interactions from over ten channels, including email, contact forms, social media, and chat, into a single agent inbox.
• Triggers and Automations: Create custom rules to automate repetitive tasks. For example, you can automatically assign tickets to specific agents, send notifications, or change ticket status based on certain conditions.
• Analytics and Reporting: Access detailed reports and dashboards to track team performance, customer satisfaction, and key support metrics. AI-powered reporting provides deeper insights into support trends.
• Customization: The platform is fully customizable. You can change the look and feel of your customer portal to match your brand, and configure workflows to fit your team's processes.

UseResponse Pricing Plans

UseResponse offers several pricing plans tailored to different business needs, available in both Cloud and Self-Hosted (On-Premise) versions.

• Free Plan: Aimed at small teams or startups, this plan includes basic features for a limited number of agents to get started with customer support.
• Professional Plan: Designed for growing businesses, this plan typically includes more advanced features, a higher number of agents, and access to more automation and integration capabilities.
• Enterprise Plan: This is the most comprehensive plan, built for large organizations with complex support needs. It includes all features, premium support, advanced security options, and the ability to handle a high volume of customer interactions.

The Self-Hosted plans provide full control over data and infrastructure, which is ideal for companies with strict security and compliance requirements.

UseResponse Free Plan

UseResponse offers a Free Plan that is suitable for individuals or small teams just starting out. This plan typically includes one agent, access to the core help desk and feedback functionalities, and a limited number of support channels. While it provides a good starting point, it may have limitations such as UseResponse branding on the customer portal and restricted access to advanced automation and reporting features. In addition to the free plan, UseResponse provides a 14-day free trial for its paid plans, allowing businesses to test the full suite of features before committing to a subscription.

How to use UseResponse

Getting started with UseResponse is a straightforward process. Here is a typical workflow for setting up your customer support system:

1. Sign Up: Create an account by choosing the free plan or starting a 14-day trial of a paid plan.
2. Initial Configuration: In the dashboard, begin by setting up your support channels. Connect your support email addresses, social media accounts, and configure the live chat widget.
3. Customize Your Portal: Go to the customization settings to add your company logo, change colors, and adjust the layout of your customer-facing help center to match your brand.
4. Invite Your Team: Add your support agents to the platform. You can assign different roles and permissions to control who has access to what.
5. Build Your Knowledge Base: Start creating articles and FAQs in the Knowledge Base section. Organize them into categories to make it easy for customers to find information.
6. Set Up Automations: Create automation rules (triggers) to streamline your workflow. For example, set up a rule to automatically assign all billing-related tickets to the finance department.
7. Start Supporting: Once set up, your team can begin managing all incoming tickets, chats, and feedback from the unified agent dashboard.

Pros and Cons of UseResponse

Pros:

• All-in-One Platform: Combines help desk, live chat, knowledge base, and feedback tools, which can reduce costs and complexity.
• Flexible Deployment: Offers both cloud and on-premise hosting, giving businesses control over their data.
• Highly Customizable: The platform can be tailored to match a company's branding and specific support workflows.
• Strong Multichannel Support: Manages communications from a wide variety of channels in one place.
• Robust Automation: Powerful triggers and automation rules help improve team efficiency.

Cons:

• Learning Curve: The large number of features and settings can be overwhelming for new users.
• No Dedicated Mobile App: The lack of a native mobile app can make managing support on the go less convenient.
• UI Can Feel Dated: Some users may find the user interface less modern compared to some newer competitors.

UseResponse integrations

UseResponse is designed to connect with other business tools to create a seamless workflow. It offers a range of native integrations and a RESTful API for custom connections.

• Salesforce: Sync customer data and support tickets between UseResponse and Salesforce to give your sales and support teams a complete view of the customer.
• Jira: Connect support tickets with development issues. Agents can create Jira issues directly from a UseResponse ticket, streamlining bug reporting.
• Slack: Receive notifications about new tickets, customer replies, and other important events directly in your Slack channels.
• Zapier: Integrate with thousands of other apps through Zapier to automate workflows between UseResponse and tools like Google Sheets, Mailchimp, or Trello.
• Google Analytics: Track visitor activity on your help center to understand how customers are using your self-service resources.

UseResponse Alternatives

If UseResponse isn't the right fit, here are some popular alternatives:

• Zendesk: A leading customer service platform known for its robust feature set and scalability. It is a strong competitor but can be more expensive, especially for larger teams.
• Freshdesk: Another all-in-one help desk solution that is popular for its user-friendly interface and affordable pricing. It offers a similar range of features, including ticketing, knowledge base, and chat.
• Zoho Desk: Part of the larger Zoho ecosystem, Zoho Desk is a context-aware help desk software. Its key differentiator is its deep integration with other Zoho products like Zoho CRM.
• Intercom: A conversational relationship platform that focuses heavily on live chat, bots, and proactive customer engagement. It is a great choice for businesses that prioritize real-time communication.

UseResponse API

Yes, UseResponse provides a comprehensive RESTful API for developers. This API allows you to integrate UseResponse with your own applications, automate processes, and extend its functionality. You can use it to programmatically create tickets, manage users, retrieve data, and much more. To get started, you typically need to generate an API key from within your UseResponse admin account under the integration settings. This key authenticates your requests to the API.

Here is a basic example of how to fetch a list of tickets using a cURL command:

curl -X GET \
  'https://your-domain.useresponse.com/api/4.0/tickets.json' \
  -H 'Authorization: Bearer YOUR_API_TOKEN' \
  -H 'Content-Type: application/json'

For detailed information, developers should consult the official UseResponse API documentation on their website.

UseResponse Affiliate program

UseResponse offers a Partner Program for businesses and individuals who wish to promote the software. While specific commission rates are not publicly detailed, partner programs typically offer a recurring commission for every new customer you refer. To join, you usually need to apply through the partner page on their website. Once approved, you receive a unique referral link and access to marketing materials. Payments are generally made on a regular schedule (e.g., monthly or quarterly) once your commission balance reaches a certain threshold. For the most accurate and up-to-date information, it is best to contact the UseResponse sales or support team directly to inquire about their partnership opportunities.