Userlike Product Overview
Userlike is a comprehensive customer messaging and live chat platform designed to enhance customer communication and support across various digital channels. Here’s a detailed look at what the product does and its key features.
What Userlike Does
Userlike serves as a unified platform for businesses to engage with their customers through multiple messaging channels, including website chat, Facebook Messenger, Telegram, WhatsApp, SMS, and more. It is tailored to support customers at every stage of the buyer journey, facilitating seamless and efficient communication between businesses and their clients.
Key Features
Communication Channels
Userlike allows businesses to communicate with customers through various channels such as live chat on their website, as well as integrations with popular messaging apps like Facebook Messenger, Telegram, WhatsApp, and SMS.
Customization and Branding
The platform offers extensive customization options, enabling businesses to tailor the design of the chat window to match their website’s branding. This includes selecting colors, styles, and positions for the chat button and messenger, as well as the option to hide the Userlike logo.
Proactive Engagement
Businesses can proactively invite customers to start a chat or allow customers to initiate conversations themselves. When operators are offline, customers can leave messages that can be responded to when the operators are available again.
Conversation Management
Userlike’s Message Center is the central hub for managing all customer interactions. It includes features such as:
- Inbox and Conversation Overview: Manage active and archived conversations, with options to assign roles and skills to operators to ensure the right person handles each query.
- Notification Settings: Customize audio and browser notifications for operators and email notifications for contacts to ensure no messages are missed.
- Conversation Archiving and Analytics: Archive conversations, use advanced filter and search functions, and analyze chat topics through tags and summaries.
Automation and Routing
Userlike includes intelligent routing features that distribute chats among operators based on their availability, area of expertise, and knowledge. Additionally, the platform supports the integration of chatbots, such as the “Chat Butler” feature, which interacts with customers when operators are unavailable.
Integration with Business Tools
Userlike seamlessly integrates with various business tools and platforms, including Slack, Pipedrive, MailChimp, JIRA, Salesforce, Trello, and Zendesk. These integrations enhance the functionality of the platform by providing alerts for new chats and other relevant information.
Lead Generation and Customer Profiles
The platform allows businesses to collect leads and contact information through sign-up forms and create detailed customer profiles. This information can be used to personalize interactions and improve customer service.
Data Privacy and Compliance
Userlike ensures data privacy and GDPR compliance with features such as privacy mode, which prevents the collection of customer data not explicitly provided. The platform also includes an audit log to track account changes.
Additional Functionality
- Co-Browsing and Rich Media: Enable co-browsing sessions and send rich media files like PDFs to customers during chats.
- Customer Feedback: Collect customer feedback through chat ratings and surveys to improve service quality.
- Team Collaboration: Assign roles, skills, and aliases to operators, and anonymize operator data if necessary. This ensures efficient team collaboration and customer support.
Getting Started
Userlike offers a free 14-day trial on its Corporate plan, allowing businesses to test the full range of features without any risk or cost. After the trial, the account automatically switches to the free plan, enabling continued use of the basic features. For more advanced features, businesses can opt for one of the Premium packages.