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About

Empolis Smart Cloud: We’re your partner with extensive experience in Smart Information Management. Based on Empolis Smart Cloud, we support you in developing your own service application, regardless of whether you wish to utilize the application in your own company or by licensing it to your customers. Empolis Service Express: Your company’s knowledge is distributed across different systems and lodged in your employees’ heads. That makes searching for answers difficult and time-consuming. Service Express compiles your company’s entire knowledge and establishes your central knowledge management, providing you with a single information source for all your questions.

About

Highly customizable all-in-one Customer Support and Feedback Software available in SaaS and On-Premise. - Community Feedback Software Helps to collect, organize, manage incoming feedback and feature requests. Smart voting and the commenting system helps to get insights for creating product development roadmaps. -Help Desk with Ticketing Feature-rich ticketing help desk system allows you to manage tickets with the help of customizable statuses, tasks, private notes, comments, reports, and Kanban Boards. Smart system automation and notification rules allow to facilitate the workload on your support team and cut expenses. Insightful Reports and Analytics system help to estimate the efficiency of your support team and analyze your customers' experience. - Knowledge Base Software Improve customer self-service by organizing FAQs and documentation system around your products or services. Embed knowledge base widget on any page of your website, or in a Chatbot.

Platforms Supported

Windows Not Supported
Mac Not Supported
Linux Not Supported
Cloud Supported
On-Premises Not Supported
iPhone Not Supported
iPad Not Supported
Android Not Supported
Chromebook Not Supported

Platforms Supported

Windows Supported
Mac Supported
Linux Not Supported
Cloud Supported
On-Premises Supported
iPhone Not Supported
iPad Not Supported
Android Not Supported
Chromebook Not Supported

Audience

Support agents and service technicians looking for an AI-based portal to quickly identify solutions for complex customer cases

Audience

Medium and Enterprise Commercial

Support

Phone Support Supported
24/7 Live Support Not Supported
Online Supported

Support

Phone Support Supported
24/7 Live Support Supported
Online Supported

API

Offers API Not Supported

API

Offers API Supported

Screenshots and Videos

Screenshots and Videos

Pricing

$16.50 per user per month
Free Version Not Supported
Free Trial Not Supported

Pricing

$149.00/month/ 2 Agents
Including all the Enterprise-level features. Free setup assistance and training
Free Version Not Supported
Free Trial Supported

Reviews/Ratings

Overall 0.0 / 5
ease 0.0 / 5
features 0.0 / 5
design 0.0 / 5
support 0.0 / 5

This software hasn't been reviewed yet. Be the first to provide a review:

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Reviews/Ratings

Overall 5.0 / 5
ease 5.0 / 5
features 5.0 / 5
design 5.0 / 5
support 5.0 / 5

Pros & Cons from Real Users

Pros

  • UseResponse can deployed also on social media platforms. Its user interface is very appealing to end users. It has a cloud-based structure. Ticket generation ability to register complaints and follow-ups. AI chatbot for business websites. Also, works with Salesforce integration.
  • UseResponse is a great combination of convenience and stratification platform. It allows us to have multiple contacts with our platforms. It's very reliable and simple to make the live chat. Integrations are a great addition to this tool.
  • UseResponse is a very handy customer service platform to communicate with clients using email and live chat. It offers advanced instant live chat. Easy to add self helps FAQ pages.
  • Fully customizable flexible platform for customer support and idea management.
  • You can set up the processes, structure, create your own reports and templates according to your particular case, you can even change the wordings and translations, and this is exactly what I was looking for! What I especially love about Useresponse is that it has clean, simple, and easy-to-use interface. The next step that appeals to me is the great support they offer. The set up process is pretty simple, I could register and set up the trial account in just 5 minutes.

Cons

  • The deployment process was a little complicated for me.
  • I never encountered any problem with this platform.
  • It worked great for me. Nothing to share about cons.
  • The admin area may seem a bit complicated from the start, but overall we found all the necessary settings.
  • From the start it may seem a bit difficult to configure the interface, but the online support is very helpful.

Training

Documentation Supported
Webinars Supported
Live Online Supported
In Person Supported

Training

Documentation Supported
Webinars Not Supported
Live Online Supported
In Person Supported

Company Information

Empolis
Founded: 1986
Germany
www.empolis.com

Company Information

UseResponse
Founded: 2012
United States
www.useresponse.com

Alternatives

EquipmentCloud

EquipmentCloud

Kontron AIS

Alternatives

LiveAgent

LiveAgent

Quality Unit
Delighted

Delighted

Qualtrics

Categories

Big Data Supported

Categories

Customer Feedback Supported
Help Desk Supported
Idea Management Supported

Knowledge Management Features

Artificial Intelligence (AI) Not Supported
Cataloging / Categorization Supported
Collaboration Supported
Content Management Supported
Decision Tree Supported
Discussion Boards Not Supported
Full Text Search Supported
Knowledge Base Management Supported
Self Service Portal Supported

Big Data Features

Collaboration Supported
Data Blends Supported
Data Cleansing Supported
Data Mining Supported
Data Visualization Supported
Data Warehousing Not Supported
High Volume Processing Supported
No-Code Sandbox Not Supported
Predictive Analytics Supported
Templates Supported

Knowledge Management Features

Artificial Intelligence (AI) Not Supported
Cataloging / Categorization Supported
Collaboration Supported
Content Management Supported
Decision Tree Supported
Discussion Boards Supported
Full Text Search Supported
Knowledge Base Management Supported
Self Service Portal Supported

Customer Feedback Features

Alerts / Notifications Supported
Behavior Analytics Supported
Bug Reports Supported
Community Feedback Tools Supported
Live Chat Supported
Negative Feedback Management Supported
Net Promoter Score (NPS) Supported
Screenshot / Screen Capture Supported
Surveys Not Supported
User Testing Tools Not Supported
Video Feedback Not Supported
Visual Feedback Tools Not Supported
Voice of the Customer (VoC) Supported
Website Feedback Supported

Help Desk Features

Alerts / Escalation Supported
Automated Routing Supported
Community Forums Supported
Customizable Branding Supported
Document Storage Supported
Email Integration Supported
Incident Management Supported
Interaction Tracking Supported
IT Asset Management Supported
Knowledge Base Supported
Known Issue Management Supported
Live Chat Supported
Multi-Channel Communication Supported
Multiple Brands / Products Supported
Network Monitoring Supported
Real-time Chat Supported
Self Service Portal Supported
Service Level Agreement (SLA) Management Supported
Ticket Management Supported

Idea Management Features

Activity Dashboard Supported
Brainstorming Supported
Collaboration Supported
Creator Tracking Supported
Idea Ranking Supported
Project Tracking Supported
Status Tracking Supported

Integrations

Salesforce Supported
Azure DevOps Not Supported
DeepL Not Supported
Facebook Not Supported
Flowlu Not Supported
Google Play Not Supported
Google Translate Not Supported
Google Workspace Not Supported
Help Desk Migration Not Supported
HubSpot CRM Not Supported
HubSpot Marketing Hub Not Supported
Jira Not Supported
Skype Not Supported
Slack Not Supported
Viber Not Supported
WeChat Not Supported
WhatsApp Not Supported
WordPress Not Supported
X (Twitter) Not Supported
Zapier Not Supported

Integrations

Salesforce Supported
Azure DevOps Supported
DeepL Supported
Facebook Supported
Flowlu Supported
Google Play Supported
Google Translate Supported
Google Workspace Supported
Help Desk Migration Supported
HubSpot CRM Supported
HubSpot Marketing Hub Supported
Jira Supported
Skype Supported
Slack Supported
Viber Supported
WeChat Supported
WhatsApp Supported
WordPress Supported
X (Twitter) Supported
Zapier Supported
Claim Empolis and update features and information
Claim Empolis and update features and information
Claim UseResponse and update features and information
Claim UseResponse and update features and information