Last Updated: October 12, 2015 0

Create a Customer Support Community With UserEcho

Found In: Customer support

As businesses gradually establish their presence online, challenges are also growing with regards to customer service. Businesses typically strive to acquire more customers in order to boost their bottomline by making more sales but more customers means more challenges. A lot of online businesses lack the resources to tackle these challenges, often leading to serious customer service issues and resultant loss of customers to their competitors. The question for most online businesses remains; how do they help customers resolve issues without placing too much strain on the human agents available? Additionally, how do they equip their support agents to help customers faster and better? These are very difficult challenges as the ratio of human agents to customers is typically high. One of the most effective ways by which these challenges have been resolved has been by using online platforms which enable the building of communities where customers can very easily find solutions to the challenges they are facing. Customer Service agents will also be able to quickly find answers to the questions being asked by customers thus reducing the resolution time while increasing customer satisfaction.

UserEcho is one of the most prolific service providers in this space. UserEcho prides itself on being a complete solution that provides customer service support for online businesses. It serves a dual purpose as a customer service improvement tool as well as a platform through which product innovation is catalyzed. By combining core features that foster the growth of a vibrant customer community, UserEcho is able to enhance the experience of customers and strengthen the brand.UserEcho offers its customers an easy to setup structure and incorporates a support forum, voting, helpdesk, online chat as well as a knowledge base. By using UserEcho, three broad categories of individuals benefit immensely; Customers, Employees (customer service agents) and Admin Managers.

Signing Up to Use UserEcho

UserEcho has designed a well streamlined process and it ought to take a maximum of one minute to complete the process. Navigate to the UserEcho homepage at UserEcho.com and locate the ‘Sign Up’ link at the top right side of the page (it also appears on every page). Clicking on the link will open the Signup page where you will be presented with a simple form containing six (6) fields:

  • Email Address
  • Alias (Like a Nickname)
  • Name (Company, product or project name)
  • URL (Product or company homepage)
  • Default Language
  • Service Plan (Select from options)

You may tick the box beneath the form in order to subscribe to the UserEcho newsletter and receive updates about once a month.

Costs of Using UserEcho

UserEcho offers its users a number of options regarding subscription. In addition, intending users are allowed to enjoy a trial period of fifteen (15) days regardless of the subscription plan selected. Users will not be required to enter their billing information as there are no strings attached to the trial offer. If the user does not take up the option of making payment after the trial period, the system automatically resets the account to the FREE plan. The subscription plan selected may be downgraded or upgraded by the user at any time and UserEcho will apply the changes instantly. Payments are made using credit card on a monthly or annual basis. UserEcho provides special pricing for non-profits and government entities engaged in projects beneficial to society.

Subscription plans on UserEcho are as follows:

  • Free: This is free to use. It allows for the creation of 1 forum, 1 knowledge base as well as the inclusion of 1 official representative. Other features enabled in this plan include simple moderation, admin control, multi-language interface, rich content editing, embedding of videos, integration of tab widget and custom link. It also allows realtime chat with 1 agent supported in addition to some other features.
  • Base: This costs $15/month. It allows for the creation of 2 forums, 1 knowledge base as well as the inclusion of 3 official representatives. Other features enabled in this plan include simple moderation, admin control, multi-language interface, rich content editing, embedding of videos, private forums, private staff conversations, creation of categories, voting, protection features, integration of tab widget, custom link and Base API. It also allows realtime chat with 3 agents supported in addition to some other features. User support is provided by email.
  • Base+: This costs $59/month. It allows for the creation of 10 forums, 2 knowledge bases as well as the inclusion of 10 official representatives. Other features enabled in this plan include simple moderation, admin control, multi-language interface, rich content editing, embedding of videos, private forums, private staff conversations, creation of categories, sub-categories, surveys, file attachment, user satisfaction rating, voting, protection features, integration of tab widget, custom link and Base API. Social media integration is supported and community statistics provided. It also allows realtime chat with 10 agents supported in addition to some other features. User support is provided by email.
  • Advanced: This costs $256/month. It allows for the creation of unlimited forums, unlimited knowledge bases as well as the inclusion of unlimited official representatives. Other features enabled in this plan include simple moderation, admin control, multi-language interface, rich content editing, embedding of videos, private forums, private staff conversations, creation of categories, sub-categories, surveys, file attachment, user satisfaction rating, voting, protection features, integration of tab widget, custom link and Base API. Social media integration is supported and community statistics provided. It also allows realtime chat with 30 agents supported in addition to some other features. User support is provided by priority and custom color are enabled.

Features of UserEcho

UserEcho offers tremendous benefits for user in various categories:

  • Customers: UserEcho makes it very easy for customers to contact customer service agents via a very simple and intuitive interface. It also enables them to suggest ideas and get swift responses. Its openness generates trust as customers see how agents interact with other customers.
  • Employees: UserEcho reduces time typically wasted by providing a single interface via which support agents handle user requests. The knowledge base also makes it easy for customers to find answers on their own thus reducing the strain on support agents
  • Managers: Supervisors can focus on discerning what customers want by studying analytics as UserEcho provides very rich reports.