UserEcho

UserEcho - Features, Pricing, Alternatives, and More

Mark Myerson
Written by Mark MyersonLast updated January 20, 2016

When you first offer a service, customer support is easy. Anyone who needs help can simply email their questions and feedback. But as you gain more customers, things start to become harder. You end up answering the same questions over and over, while keeping track of each individual query becomes problematic.

UserEcho is a platform that is designed to smooth out such issues. It allows you to create customized support site with your own branding, complete with a forum made up of previously answered questions and a knowledge base of help articles.

When you set up your site, you choose your own UserEcho.com sub-domain. This serves as the home page of your support site—and you can then later add your own domain as an alias. The idea is to send your users from your main website to your UserEcho site, where you can more easily manage incoming queries.

UserEcho offers four main features for interacting with your users. The first is a Community Forum. At the top of the main page, there is a search bar. Any users with a problem, idea, or complaint, can use this bar either to search for previously created topics, or they can add their own. Users can also leave comments in a topic, and vote on it if they share similar sentiments.

Alternatively, you can use the email-powered helpdesk. This allows you to deal with issues one-to-one, rather than in an open forum, with all questions sent to a given address (e.g. support@mydomain.com) showing up in your Agent interface.

The Agent interface is a private area that allows you and your colleagues to monitor incoming support requests, forum topics, comments, chats and more. Newly created topics that require attention are automatically labeled as “needs review,” and you can change the status of each topic in order to keep your users updated. For instance, you might mark an idea as “under consideration”, or a problem as being “fixed”. This dashboard also lets you categorize topics, assign them to a performer (a member of your team), and reply with a comment.

To allow your users to help themselves with basic questions, you can set up a Knowledge Base. This is a simple wiki, which lets you post help articles for your users to browse and learn how to use your product better. You can format text however you like, and add images and videos, for a full-featured knowledge base.

Finally, for a more hands-on approach, you can enable the Chat module. This integrates with your main website, providing users with the opportunity to ask questions directly whenever your team is online. You can customize the chat to work the way you want—you can opt to have the chat box open once a user has been on your website for a given time, or when they've visited a specific page. Or, you can set up a preset introduction, and UserEcho will attempt to provide quick answers from the Knowledge Base for you to send to users automatically.

All of the above features may be configured individually within the Setup interface. Down the left-hand side, you can click on each major feature to reveal detailed options. Along with organization features, you can create custom fields and behaviors, and keep a tight hold on access privileges. Under the Project drop-down, you can adjust the look of your support site with design settings and custom CSS. Likewise, you can entirely customize the look of the support emails you send from within UserEcho.

The other areas in which UserEcho impresses is with its integrations. Your forum and chat can easily be embedded within your website with copy-and-paste code. With a bit of development knowledge, you can keep users logged in between your website and your UserEcho site, and you can even manage incoming queries on social media. You can also hook up with Google Analytics, chat apps like Slack and Hipchat, and hundreds of other apps with UserEcho's Zapier integration.

With so many features, and remarkable flexibility, UserEcho is one of the most compelling support platforms around. It strikes a nice balance between letting users help themselves, proactive support to solve problems before they're asked, and tools to help you chat and email with customers for a more personal touch.

Have any feedback on this overview, or something we should change? Let us know!

UserEcho Features

  • Accept customer queries through a customizable branded support site
  • Build a knowledge base of help articles, and interact with your users through a community forum
  • Provide customer support through live chat directly on your site
  • Manage incoming support requests in a customizable interface
  • Integrate with your website, social media and analytics accounts

UserEcho Pricing

  • Free 15-day trial
  • $15/month per user for full features

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