Userlike - Detailed Review

Userlike: A Comprehensive Customer Service Platform

Userlike integrates several key features and AI-driven functionalities to enhance customer support and efficiency. Here are the main features and how they work:

Multi-Chat Handling

Userlike allows support agents to handle multiple customer chats simultaneously. You can set your preferred number of chat slots and adjust them as your skills and capacity grow. This feature helps in managing a high volume of customer inquiries efficiently.

Intelligent Customer Routing

The platform ensures customers are connected to the most qualified support representative to answer their questions. This is achieved through operator skills settings, which direct customers to the right department or agent with the necessary expertise.

Chat Forwarding and Context

If a chat needs to be forwarded to a colleague, the chat transcript is included, ensuring the customer does not have to repeat themselves. This maintains continuity and reduces customer frustration.

Sticky Chat Rule

Userlike’s internal chat logic favors building relationships between customers and employees. The Sticky Chat rule connects visitors with operators they have chatted with before, unless the relevant operator is unavailable. This rule falls back on other criteria like longest idle time and fair round-robin distribution.

Customer Profiling

When customers provide their email addresses, Userlike automatically builds a customer profile using public information. This helps in personalizing the support experience and tracking interactions.

Integration with CRM Tools

Userlike allows you to forward chat transcripts to your CRM tool of choice, enabling follow-up on valuable leads and better customer management.

Post-Chat Feedback

You can gather insights from engaged customers by asking them questions before or after the chat. This feedback helps in improving the support service.

Proactive Engagement

The platform enables proactive outreach to web visitors who may have questions. This feature helps in addressing potential issues before they become major concerns.

Intelligent Chat Behavior

Userlike allows you to set up chat behavior based on visitor information such as their location, browser language, and the section of the website they are on. This ensures relevant and timely support.

Video Calls and Screen Sharing

You can seamlessly switch from text chats to video calls and screen sharing. This is particularly useful for explaining complex topics or capturing warm leads.

Goal Tracking

Userlike lets you set up goals that are triggered when chatting customers reach specified URLs. This helps in tracking the success of your chat service.

Canned Messages and Quick Commands

You can set up canned messages for common questions and use quick commands to send these messages quickly. This streamlines the support process and saves time.

AI Automation Hub

The AI Automation Hub is a central component of Userlike’s AI-driven features. Here are some key aspects:

Central Knowledge Base

This hub collects frequently asked questions and their answers. The AI uses this database to provide responses in real-time, reducing the need for repetitive answers from support teams.

AI Chatbot with GPT-4

Userlike’s chatbot, powered by GPT-4, can generate personalized answers by combining entries from the knowledge base. It remembers the context of the chat and can answer multiple questions in one reply. The chatbot also adds emotion and tonality to its responses, making them more human-like.

Smart FAQ and AI Suggest

The Smart FAQ feature transforms your FAQ page into an interactive self-service portal where customers can type questions and receive instant answers. The AI Suggest feature enhances contact forms by providing dynamic suggestions to customers’ questions before they submit the form.

Integration with External Systems

The AI Automation Hub can be connected to external systems like CRM, databases, or ERP to feed the AI with dynamic information. This ensures that the AI is always up-to-date and can provide accurate and relevant responses.

GDPR Compliance

The AI Automation Hub is fully GDPR compliant, using Azure OpenAI Services from Microsoft with server locations limited to the EU. This ensures the security and privacy of customer data.

Automation and Personal Service

Userlike’s AI automation does not replace personal service but complements it. By automating simple questions, the support team has more time to focus on complex inquiries and valuable customer interactions. This balance between automation and personal service improves customer satisfaction and reduces support costs.

No-Code Solution

The AI Automation Hub offers a no-code solution, making it easy to set up and use without requiring any technical training. This simplicity allows businesses to quickly implement AI-powered customer service without significant overhead.

By integrating these features, Userlike provides a comprehensive and efficient customer service platform that leverages AI to enhance both the customer and support team experience.