Userlike - Detailed Review
Communication Tools
Userlike - Detailed Review Contents
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Userlike - Product Overview
Userlike Overview
Userlike is a comprehensive messaging platform that specializes in web, mobile, and messaging support, making it an invaluable tool in the Communication Tools AI-driven product category.Primary Function
Userlike’s primary function is to facilitate seamless communication between businesses and their customers. It allows companies to integrate a live chat system into their websites, enabling real-time interactions with visitors. This platform also supports integration with popular messaging channels like Facebook and Telegram, ensuring that businesses can engage with customers across multiple platforms.Target Audience
Userlike is primarily targeted at businesses looking to enhance their customer support and lead generation efforts. Its features are particularly beneficial for online marketers, customer support teams, and any organization aiming to build long-term customer relationships. Companies such as Mercedes-Benz, Targobank, and LVMH already rely on Userlike for their customer communication needs.Key Features
Proactive and Reactive Chats
Businesses can proactively invite customers to chat or allow customers to initiate conversations themselves. When offline, customers can leave messages that can be responded to later.Customization and Integration
The chat window can be customized to match the design of the business’s website. Userlike also integrates with various business tools like Slack, Pipedrive, and MailChimp.Chat Distribution and Routing
Chats can be distributed among operators based on their availability, area of expertise, and knowledge. The platform also features a “Sticky Chat” rule that favors reconnecting customers with operators they have chatted with before.Lead Generation and CRM
Userlike helps in collecting leads and contact information through sign-up forms. Chat transcripts can be forwarded to CRM tools to follow up on valuable leads.Chatbots and Automation
Userlike offers an AI Automation Hub that includes an AI chatbot, Smart FAQ, and Contact Form Suggestions. The AI chatbot can act as a first point of contact, support agents during busy times, or handle requests outside service hours.Analytics and Performance Tracking
The platform provides built-in analytics to track support capacity, quality improvements, and set goals that are triggered when customers reach specific URLs.Conclusion
Overall, Userlike is a versatile and feature-rich platform that helps businesses streamline their customer communication, enhance support efficiency, and drive lead generation efforts effectively. Userlike - User Interface and Experience
Userlike User Interface Overview
The user interface of Userlike, a prominent player in the Communication Tools and AI-driven product category, is characterized by its clarity, ease of use, and a range of features that enhance both the agent and customer experience.Ease of Use
Userlike is praised for its simplicity and ease of setup. Users have noted that it is easy to integrate into a website, especially with the availability of plugins such as the one for WordPress. The interface is clear and clean, which positively impacts the daily work experience of helpdesk support officers. Setting up the chat system does not require extensive technical knowledge, making it accessible to a wide range of users.Agent Interface
On the agent side, the chat view is well-organized and feature-rich. Agents can send macros, offer calls, send attachments, record voice messages, and trigger commands. These features are laid out in a way that is not cluttered or overbearing, ensuring that agents can focus on providing effective support without unnecessary distractions.Customer Interface
For customers, the chat widget is intuitive and user-friendly. It includes standard options such as sending messages, adding smileys, transferring files, and requesting a chat transcript. The interface is streamlined to ensure that customers can easily interact with the support team without feeling overwhelmed.Key Features
Userlike incorporates several features that enhance the user experience. For instance, the “Sticky Chat” feature connects customers with agents they have previously chatted with, which helps in maintaining continuity and context in customer interactions. The system also allows for chat forwarding, skill-based routing, and automated messages during idle periods, all of which contribute to a seamless and efficient support experience.Feedback and Analytics
Userlike also includes a feedback system that allows customers to provide ratings and feedback after chats. This feature helps in gathering valuable insights and improving customer service. Additionally, the built-in analytics provide insights into support capacity, quality improvements, and other key metrics, enabling continuous improvement.Limitations
While Userlike is highly regarded, there are some limitations. One notable con is the lack of a mobile app, which can make it difficult for agents to work from home or multitask during weekends. Some users have also mentioned that the UI/UX of the chat panel could be improved, and it may take some time to fully set up and customize the system according to specific needs.Conclusion
Overall, Userlike offers a user-friendly and feature-rich interface that is easy to set up and use, making it an excellent choice for enhancing customer communication and support. Userlike - Key Features and Functionality
Userlike Overview
Userlike is a comprehensive live chat and customer support software that integrates various communication tools and AI-driven features to enhance customer engagement and support. Here are the main features and how they work:Multi-Channel Communication
Userlike allows you to communicate with customers through multiple channels, including WhatsApp, Facebook Messenger, Telegram, SMS, and directly from your company’s website. This flexibility ensures that you can reach customers on the platforms they prefer.Chat Widgets and Integration
You can generate JavaScript code to place chat widgets on your website, enabling direct communication with visitors. This integration is straightforward and can be managed through Userlike’s user interface.Customer Profiles and Information Collection
Before engaging in a chat, Userlike can collect information about customers, such as their name and location. This data helps in creating smart customer profiles, which can be useful for personalized support and follow-up interactions.Message Center and Operator Management
All interactions with customers are handled within the Message Center. Here, you can set up operator groups, add operators, and manage their roles. This centralized system ensures efficient distribution of chats based on operators’ availability and expertise.Chatbot Integration (Chat Butler)
Userlike features a built-in chatbot called “Chat Butler” that interacts with website users when human operators are unavailable. Chat Butler collects customer information, attempts to contact an operator, and takes down details for follow-up when an operator is available.Advanced Chatbot with GPT-4
With the integration of GPT-4, Userlike’s chatbot can interact more fluently with customers, remember context, and use empathy. The chatbot accesses a central knowledge base for questions, answers, and company information, improving its responses over time.Co-Browsing and Video Calls
Userlike offers co-browsing, which allows customer service agents to guide customers directly to the relevant page on the website without explanation. It also supports seamless transitions from chat to video calls and screen sharing, which is helpful for explaining complex topics.Chat Macros and Quick Commands
You can set up custom pre-made messages (chat macros) that can be sent using quick commands. This feature saves time and ensures consistency in responses to common questions and situations.Sticky and Proactive Chats
The “Sticky Chat” feature favors connections between visitors and operators who have chatted before. If the relevant operator is unavailable, the system falls back on rules like longest idle time and fair round-robin. Proactive chats allow agents to initiate conversations with web visitors who may have questions.Chat Analytics and Performance Tracking
Userlike provides analytics to track the performance and quality of your chat service. This includes insights into support capacity, quality improvements, and goal tracking (e.g., when chatting customers reach specified URLs).Integration with Business Tools
Userlike can be connected to various business tools such as JIRA, Salesforce, Slack, Trello, Zendesk, and more. This integration ensures that the software adapts to provide relevant information and alerts while working with these platforms.Customer Routing and Forwarding
The software allows for intelligent customer routing, ensuring that customers are connected to the most qualified support rep. If a chat needs to be forwarded to a colleague, the chat transcript accompanies the forward to avoid repetition.Lead Collection and CRM Integration
Userlike helps in collecting leads and contact information through sign-up forms. You can also forward chat transcripts to your CRM tool of choice to follow up on valuable leads.Conclusion
These features collectively enhance customer support efficiency, improve customer satisfaction, and streamline communication processes. Userlike - Performance and Accuracy
Performance of Userlike
Userlike, a live chat and AI-driven communication tool, generally receives positive feedback for its performance in several key areas:Ease of Use and Setup
Userlike is praised for its ease of use and simple setup process. Users find it intuitive and clean, with a user interface that is easy to learn and operate. The setup involves simply cutting and pasting a unique JavaScript widget code onto the website, making it accessible even for those without extensive technical knowledge.Feature-Rich
The tool is feature-packed, offering a wide range of functionalities such as live chat, video calls, live translations, and integration with various platforms like WordPress, Shopify, and Google Analytics. These features are highly valued by users for enhancing the user experience and providing comprehensive analytics.Customer Support
Userlike’s customer support is consistently highlighted as a strong point. Users appreciate the quick and effective resolution of technical issues and the supportive nature of the customer service team.Analytics and Insights
Userlike provides valuable analytical insights into website traffic, including source of traffic, time spent on the website, and past visit numbers. These insights are crucial for making informed business decisions and optimizing customer engagement.Accuracy and Effectiveness
Chatbot Performance
While Userlike’s AI Automation Hub allows for easy chatbot creation without coding, there are some areas for improvement. Chatbots can sometimes suffer from issues like conversation dead ends, info overload, and a lack of personality, which can lead to user frustration. However, Userlike provides guidance on how to prevent these issues, such as breaking up large text into smaller messages and matching the chatbot’s persona to the company’s tone.User Interface and Navigation
Some users have noted that the user interface, although clean and intuitive, can be clustered and not entirely intuitive for first-time users. New agents may take some time to fully figure out the navigation, suggesting room for improvement in the UI/UX design.Mobile Accessibility
A significant limitation is the lack of a mobile app, which makes it difficult for support agents to work from home or multitask during off-hours. This is a recurring complaint that highlights the need for a mobile application to enhance flexibility.Areas for Improvement
Mobile App Development
The absence of a mobile app is a notable drawback, as it restricts the flexibility of support agents and hampers their ability to respond to customers while working remotely.UI/UX Enhancements
Improving the user interface to make it more intuitive for new users and reducing the learning curve could enhance the overall user experience. Some users suggest that the chat panel’s UI/UX could be better optimized.Chatbot Optimization
Continuously updating the chatbot’s knowledge base and ensuring it can handle a variety of user queries effectively is crucial. Userlike’s guidance on creating more engaging and value-added chatbot interactions is helpful, but ongoing optimization is necessary to maintain high performance. In summary, Userlike performs well in terms of ease of use, feature richness, and customer support. However, it has areas for improvement, particularly in mobile accessibility, user interface design, and ongoing chatbot optimization. Userlike - Pricing and Plans
Free Plan
- Cost: $0 per month, regardless of the billing frequency (monthly, annually, or biennially).
- Features:
- Unlimited conversations and contacts
- Website Messenger with customizable chat widgets
- Image and video support
- Customization options for the chat window
- Feedback options through surveys, comments, and star ratings
- Limitations:
- Only one chat widget
- Only one operator (seat)
- No messaging app integrations.
Team Plan
- Cost:
- $100 per month (billed monthly)
- $90 per month (billed annually)
- $80 per month (billed biennially)
- Features:
- All features from the Free plan
- Video calls and screen sharing
- Live translation
- Integration with messaging apps (WhatsApp, Facebook Messenger, Telegram, etc.)
- Basic API access
- Add-ons for tools like Zendesk, Slack, Mailchimp, Salesforce, and Google Analytics
- Limitations:
- Up to four chat widgets
- Up to four operators (seats)
- Integration with up to two messaging apps
- 1,000 free conversations per month.
Corporate Plan
- Cost:
- $320 per month (billed monthly)
- $290 per month (billed annually)
- $256 per month (billed biennially)
- Features:
- All features from the Team plan
- AI automation hub
- Chatbots
- Analytics features
- Limitations:
- Up to ten chat widgets
- Up to ten operators (seats)
- Integration with up to four messaging apps.
Flex Plan
- Cost: Custom pricing; you need to contact Userlike’s support team for details.
- Features:
- All features from the Corporate plan
- More than ten chat widgets
- More than ten operators (seats)
- Integration with more than four messaging apps
- Full API access
- White label option to remove Userlike branding
- Advanced routing based on user behavior and operator skills
- Ability to set up multiple organizations or departments
- Dedicated account manager.
Additional Information
- Free Trial: A 14-day free trial is available for all paid plans. After the trial period, the account automatically switches to the Free plan if not upgraded.
- Payment Options: You can pay using SEPA direct debit or credit card for the Team and Corporate plans. The Flex plan also allows bank transfer as a payment option.
Userlike - Integration and Compatibility
Integrations with Other Tools
Userlike integrates seamlessly with a variety of popular applications and platforms, including:Content Management Systems (CMS)
- WordPress
- Tumblr
- Typo3
- Jimdo
- Wix
E-commerce Platforms
- Shopware
- Magento
- Oxid
- Prestashop
- Shopify
- BigCommerce
Messaging Apps
- Telegram
- Threema
- SMS
Other Integrations
Userlike also supports JavaScript API, allowing for custom integrations with other applications and services.Compatibility Across Browsers
Userlike is compatible with a wide range of modern browsers, ensuring that both users and administrators can access the platform without issues. Here are the supported browsers:Supported Browsers
- Safari: Latest two versions
- iOS Safari: Latest two versions
- Edge: Latest six versions
- Firefox: Latest six versions
- Chrome: Latest six versions
Mobile Compatibility
While Userlike does not have a dedicated mobile app for agents, it is fully optimized for mobile devices. Customers can engage with the chat widget on their mobile phones, and the platform works well in mobile browsers. For mobile app integration, Userlike can be embedded using a WebView, allowing the chat to be displayed directly within the app.Platform Integration
Userlike can be easily integrated into any website using a simple JavaScript widget code. This makes it accessible and functional across various web platforms. For WordPress users, there is a dedicated plugin that simplifies the installation and setup process.Offline and Multi-Channel Support
When agents are offline, Userlike allows you to configure the chat widget to display an offline mode, ensuring that messages are still captured and can be responded to later. The platform also supports multiple communication channels, including website chat, social media, and messaging apps, making it a comprehensive solution for customer engagement.Conclusion
In summary, Userlike’s broad compatibility and integration capabilities make it a flexible and effective tool for businesses of all sizes, ensuring seamless communication across multiple platforms and devices. Userlike - Customer Support and Resources
Customer Support Options
Userlike offers a comprehensive array of customer support options and additional resources, making it a versatile and effective tool for communication and customer service.Live Chat Support
Userlike’s live chat feature is highly intuitive and modern, allowing customers to reach the right person directly and efficiently. This tool is praised for its ease of use, enabling customers to get straight to the point without the need for initial personal information like phone numbers or names.AI-Powered Customer Service
Userlike incorporates AI technology through its AI Automation Hub, which includes an AI chatbot powered by GPT-4. This chatbot can provide highly personalized answers by combining entries from your knowledge base and remembering the context of the chat for follow-up questions. Additionally, features like Smart FAQ and AI Suggest enhance the self-support capabilities of your website.Multi-Channel Support
Userlike extends support beyond live chat to include messaging apps like WhatsApp, Facebook, and other platforms. This allows customers to be supported on the channels they already use, enhancing their overall experience.Operator Skills and Sticky Chat
The operator skills feature ensures that customers are connected to agents who are experts in the area of their questions, reducing unnecessary forwards and repetition. The Sticky Chat feature reconnects customers with their previous support agents, fostering personal connections and continuity in support interactions.Smart Customer Profiles
Userlike provides Smart Customer Profiles, which display relevant customer information to agents directly in the chat panel. This feature helps in offering pre-sales support with full context, making the support process more personalized and efficient.Feedback and Surveys
To gather honest customer feedback, Userlike offers tools like service ratings, where customers can rate the service they received via star ratings and optional comments. Additionally, pre-and post-service surveys can be conducted to gather more detailed feedback.Integrations
Userlike seamlessly integrates with various business tools, including helpdesk software like Freshdesk, Zendesk, and CRM systems. It also supports integrations with platforms like Slack, Trello, Dropbox, and several e-commerce platforms such as Shopify, Magento, and WooCommerce. These integrations help in building a seamless customer journey and managing customer interactions efficiently.Analytics and Visitor Tracking
Userlike offers native analytics and the ability to connect with Google Analytics for more detailed data and reports. This helps in tracking visitor behavior and optimizing the support process based on the insights gathered.Data Security
Userlike prioritizes data security, with servers located in Germany and full compliance with GDPR regulations. This ensures that customer data is protected according to stringent standards.Additional Resources
Userlike provides comprehensive tutorials in its knowledge base, walking users through the setup of chat widgets, knowledge bases, and implementation. The platform also offers email notifications for operators, conversation transcripts, and the ability to request these transcripts, ensuring that all interactions are well-documented and accessible. Overall, Userlike’s customer support options are designed to be efficient, user-friendly, and highly integrated, making it an excellent choice for businesses looking to enhance their customer service capabilities. Userlike - Pros and Cons
Advantages of Userlike
Userlike offers several significant advantages that make it a valuable tool for enhancing customer communication and satisfaction:Seamless Communication
Userlike allows businesses to communicate with customers through multiple channels, including website chat, WhatsApp, Telegram, Facebook Messenger, and SMS. This multi-channel approach ensures that customers can reach out through their preferred method.Customer Satisfaction Features
- The software includes an “all-inclusive button integration” that makes it easy for customers to find support options throughout their journey on the website.
- Features like “Reassign/Forward Chats” and “Operator Skills” help ensure that customers are connected to the right support reps quickly, reducing the need for repeated explanations.
Efficiency and Productivity
- Userlike allows support agents to handle multiple chats simultaneously by setting comfortable chat slots, which can be adjusted as skills grow.
- “Chat Macros” enable agents to use canned messages for common questions, saving time and ensuring consistent responses.
Customer Profiles and Feedback
- The software builds smart customer profiles as soon as a customer provides their email address, helping businesses understand their customers better.
- Feedback features allow businesses to gather customer opinions without disrupting the user experience.
Analytics and Improvement
- Userlike provides built-in analytics to track support capacity, quality improvements, and other key metrics, helping businesses continuously improve their service.
Integration and Customization
- The platform integrates with various business tools such as Slack, Pipedrive, and MailChimp.
- Businesses can customize the chat window design to match their website, ensuring a cohesive user experience.
Automation
- Userlike’s AI Automation Hub includes modules like AI chatbots, Smart FAQ, and Contact Form Suggestions, which learn from customer interactions and improve over time. This automation helps in handling common queries efficiently.
Disadvantages of Userlike
While Userlike offers many benefits, there are some potential drawbacks to consider:Cost
- One of the main cons is the high price compared to other live chat solutions. This could be a barrier for smaller businesses or those on a tight budget.
Peak Hours Staffing
- Although the pressure is less than with phone support, businesses still need to ensure they are staffed during peak hours to handle customer inquiries effectively.
Internet Trolls
- Since live chat can be somewhat anonymous, there is a risk of encountering internet trolls. However, Userlike offers features like blocking and ignoring to mitigate this issue.
Identity Verification
- In certain cases, especially for sensitive industries like online banking, live chat may not be sufficient for identity verification, which might require additional methods like telephone contact.
Offline Availability
- While customers can leave messages when support is offline, this might not be as immediate as some customers expect, potentially leading to delays in response times.
Userlike - Comparison with Competitors
When comparing Userlike with other communication tools in the AI-driven category, several key features and alternatives stand out.
Userlike Key Features
- Userlike is a unified messaging software that integrates multiple communication channels such as website chat, WhatsApp, SMS, and Instagram into a single platform.
- It offers advanced features like intelligent routing, automatic translations, and customer profiles to enhance customer service efficiency.
- The platform supports proactive messaging, video calls, and screen sharing, which can be particularly useful for resolving complex customer issues quickly.
- Userlike also includes chatbots and automation with artificial intelligence, and it is GDPR-compliant with servers hosted in Germany.
Alternatives and Comparisons
ClientWindow
- ClientWindow is a strong alternative that focuses on integrating external messaging apps like WhatsApp and WeChat directly into a company’s internal communication tools such as email and Microsoft Teams. This is particularly useful for firms that prioritize secure, long-term client relationships and need to meet data security and retention requirements.
- Unlike Userlike, which is more suited for immediate online customer engagement, ClientWindow is better for managing ongoing client relationships and ensuring compliance with industry regulations.
Jivochat
- Jivochat is another alternative that offers live chat solutions through various channels, including website chat, social media, messengers, and phone calls. It is mobile-friendly and allows integration with chatbots, video calls, and CRM systems.
- Jivochat’s mobile app is highly responsive and adaptable, making it a good choice for businesses that need to engage customers on their smartphones and tablets.
Smartsupp
- Smartsupp provides a live chat and chatbot solution that is easier to integrate and less expensive than Userlike. It offers features like video recordings to analyze visitor interactions, contact forms for lead generation, and a multichannel dashboard to manage all conversations in one place.
- Smartsupp is known for its strong customer support team and is a good option for businesses looking to boost online sales through conversations.
Chatra
- Chatra is a multichannel messaging tool that allows real-time communication with visitors and offers features like screen-sharing, automated messages, and detailed analytics. It is more affordable and easier to use than Userlike, with additional features like saved replies and visitor ban options.
Zoho Desk and FreshDesk
- While not direct competitors in the live chat space, Zoho Desk and FreshDesk are AI-driven customer service tools that offer comprehensive support solutions. Zoho Desk includes a multilingual assistant to manage emails, knowledge bases, and mobile queries, prioritizing urgent tickets and ensuring smooth customer interactions.
- FreshDesk focuses on ticket prioritization and team collaboration, ensuring every customer journey is smooth and every interaction is a delight.
Unique Features of Userlike
- Userlike’s advanced website messenger allows for seamless transitions from chat to video calls or screen sharing, which is particularly useful for resolving complex issues quickly.
- The platform’s intelligent routing and automatic translation features make it highly efficient for handling customer inquiries across multiple channels.
Potential Drawbacks and Alternatives
- Userlike is noted for its higher pricing and more intricate user interface, which may prompt some businesses to explore alternative solutions like Jivochat, Smartsupp, or Chatra that are more affordable and easier to use.
- For businesses requiring more comprehensive integration with internal communication tools and a focus on security and compliance, ClientWindow might be a better fit.
Conclusion
In summary, while Userlike offers a robust set of features for unified messaging and customer service automation, alternatives like ClientWindow, Jivochat, Smartsupp, and Chatra provide different strengths that may better align with specific business needs, particularly in terms of cost, ease of use, and security requirements.
Userlike - Frequently Asked Questions
Frequently Asked Questions about Userlike
What are the different pricing plans offered by Userlike?
Userlike offers four pricing plans: Free, Team, Corporate, and Flex. The Free plan is $0 and includes 1 operator, 1 chat widget, and unlimited chats. The Team plan costs $90 per month, the Corporate plan costs $290 per month, and the Flex plan is a custom plan that requires you to contact Userlike’s support team for pricing details.What features are included in the Free plan?
The Free plan includes 1 operator, 1 chat widget, and unlimited chats. This plan allows you to interact with your visitors, resolve their issues, and stay connected with your customers, all at no cost.Is there a free trial available for Userlike’s paid plans?
Yes, Userlike offers a 14-day free trial for all its paid plans. After the trial period ends, your account will automatically switch to the Free plan if you do not upgrade to a paid plan.What are some key features of Userlike?
Userlike includes several key features such as the ability to proactively invite customers to a chat, collect leads and contact information, distribute chats among operators based on their availability and expertise, and customize the chat window design to match your website. It also supports integrations with various business tools like Slack, Pipedrive, and MailChimp.Can Userlike be integrated with other messaging apps and platforms?
Yes, Userlike can be integrated with other messaging apps such as Facebook, Telegram, and WhatsApp. This allows for seamless communication across multiple channels.Does Userlike support AI and automation features?
Yes, Userlike includes AI-driven features such as no-code automation and chatbot integration. It also offers GPT-4 integration to optimize costs and increase service efficiency.Is Userlike compliant with data protection regulations?
Yes, Userlike is GDPR-compliant and is hosted in Germany, ensuring that your customer data is handled in accordance with strict data protection regulations.What is the Flex plan, and how does it differ from other plans?
The Flex plan is a custom plan that includes all the features of the Corporate plan, such as multiple widgets, more than 10 agents, integration with messaging apps, white label options, full API access, advanced routing, and a dedicated account manager. The pricing for the Flex plan is determined by contacting Userlike’s support team.Can I customize the appearance of the chat window in Userlike?
Yes, you can customize the design of the chat window to match the design of your website. This helps in maintaining a consistent user experience.How does Userlike handle customer interactions when operators are offline?
When operators are offline, customers can leave a message, and you can respond when you are available again. This ensures that customer queries are not missed even when you are not online.Are there any additional costs for extra features or users in Userlike?
Yes, there are additional costs for features like WhatsApp campaigns ($39 per month) and for adding extra users ($20 per month). The pricing for AI automation and other custom features may also vary based on your specific needs.