Userlike is a comprehensive customer messaging and live chat platform designed to enhance customer support and communication across various digital channels. Here’s an overview of what the product does and its key features:
What Userlike Does
Userlike serves as a unified platform for web, mobile, and messaging support, allowing businesses to integrate a live chat system into their websites, as well as other popular messaging channels such as Facebook, Telegram, and WhatsApp. This integration enables seamless communication with customers, helping businesses build long-term customer relationships and provide timely support.Key Features
Communication and Channels
- Live Chat: Userlike allows customers to initiate conversations directly from your website, and you can manage these chats through the Message Center.
- Multi-Channel Support: Support is extended across multiple channels, including text, Facebook, Telegram, and more, ensuring customers can reach you through their preferred method.
Customization and Integration
- Messenger Customization: Customize the design of the chat window to match your website’s style, including color, position, and branding options.
- Integration with Business Tools: Userlike can be integrated with various business tools such as Slack, Pipedrive, MailChimp, and more to streamline your operations.
Automation and Routing
- Intelligent Routing: Automatically route chats to the most qualified support representatives based on their skills and availability, ensuring customers get the best possible support.
- Chatbots: Integrate your own chatbots to automate responses to common queries and improve efficiency.
Conversation Management
- Message Center: This is the central hub for managing all customer interactions. It includes features like conversation archiving, customer profiles, and the ability to assign tags and summaries to chats.
- Sticky Chat: This feature favors reconnecting customers with operators they have previously chatted with, enhancing the continuity of customer support.
Lead Generation and Customer Profiles
- Lead Collection: Collect leads and contact information through sign-up forms and automatically build customer profiles when customers provide their email addresses.
- Customer Feedback: Gather feedback through star ratings and optional comments or surveys to improve service quality.
Analytics and Performance Tracking
- Built-in Analytics: Track the performance of your chat service, including metrics on support capacity, quality improvements, and goal achievements. This helps in continuous improvement of the support process.
Additional Features
- Co-Browsing and Screen Sharing: Facilitate complex explanations by guiding customers through your website or sharing screens.
- Notifications and Alerts: Set up notifications for operators and customers to ensure no messages are missed, including email notifications and browser alerts.
- Data Privacy and GDPR Compliance: Userlike offers features like privacy mode to ensure data privacy and compliance with GDPR regulations.