Userlike - Detailed Review
E-Commerce Tools
Userlike - Detailed Review Contents
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Userlike - Product Overview
Overview
Userlike is a comprehensive live chat and messaging platform that plays a crucial role in the E-Commerce Tools AI-driven product category. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
Userlike is designed to facilitate omnichannel communication, enabling businesses to connect with their customers across multiple platforms. This includes website chat, WhatsApp, SMS, Facebook Messenger, Telegram, and Instagram. The platform consolidates all customer interactions into a single, unified inbox, making it easier for support agents to manage and respond to queries efficiently.Target Audience
Userlike is ideal for businesses of all sizes and across various industries. It is particularly well-suited for companies that need automated communications with customers across multiple channels, whether they are startups or well-established enterprises, including notable clients like car manufacturers and electronics brands.Key Features
AI-Powered Chatbots
Userlike leverages AI to provide instant responses to common queries, ensuring 24/7 customer support. The “Chat Butler” feature interacts with website users when operators are unavailable, collecting information and attempting to contact an operator directly.Multichannel Support
The platform supports communication through various channels such as website chat, WhatsApp, SMS, Facebook Messenger, Telegram, and Instagram, allowing businesses to engage with customers where they are most active.Unified Inbox
All customer interactions are consolidated into a single inbox, simplifying the management and response process for support agents.Live Translation and Video Calling
Userlike offers features like live translation and video calling to cater to diverse customer needs and enhance the support experience.Data Privacy
The platform is GDPR-compliant and ensures that all customer data is securely managed and stored, with data hosted in Germany.Integrations
Userlike integrates with popular CRM, help desk, analytics, and e-commerce platforms such as Salesforce, Slack, Trello, Zendesk, and more. It also provides an open API for custom integrations.Analytics and Visitor Tracking
The platform includes native analytics and allows integration with Google Analytics for more detailed data and reports.Ease of Use
Setting up Userlike is relatively straightforward, with an intuitive interface and comprehensive tutorials available in the knowledge base. Overall, Userlike is a versatile tool that helps businesses improve customer engagement, lead generation, and support efficiency through its advanced features and multi-channel communication capabilities. Userlike - User Interface and Experience
Userlike User Interface Overview
The user interface of Userlike, a live chat solution for e-commerce and other online platforms, is generally praised for its clarity and functionality, though it has some areas for improvement.
Ease of Use
Userlike is often described as easy to set up, particularly with the availability of plugins for platforms like WordPress, which simplifies the integration process. However, some users have noted that while the initial setup is straightforward, fully configuring the system to their liking can take some time. New agents may need around a week to become fully familiar with the navigation and features of the program.
User Interface
The interface is clear and clean, which positively impacts the daily work experience of helpdesk support officers. It provides a centralized inbox to interact with customers through various channels such as website, WhatsApp, and Facebook. Despite this, some users have pointed out that the UI/UX of the chat panel could be improved. For instance, the lack of a mobile app is a significant drawback, making it difficult for support agents to work from home or multitask effectively.
Features and Functionality
Userlike offers a wide range of features that enhance the user experience. These include chat forwarding, skill-based chat routing, and a “Sticky Chat” feature that connects customers with agents they have previously interacted with. This helps agents recall customer information and maintain continuity in support. The platform also supports automation of offline messages, welcome bubbles, and proactive chat invitations. Additionally, it allows for customized post-chat surveys and feedback features, which are valuable for gathering insights from customers.
User Experience
Overall, the user experience with Userlike is positive, with many users appreciating the comprehensive feature set and excellent customer support. The system provides analytical insights about website traffic, which is beneficial for sales, marketing, and product design departments. However, some users find the numerous options and features overwhelming at times, which can lead to a learning curve. Despite this, the ability to build customer profiles, follow up on leads, and engage in video calls and screen sharing enhances the overall interaction with customers.
Conclusion
In summary, Userlike’s user interface is clear and functional, but it requires some time to fully configure and could benefit from improvements in mobile accessibility and UI/UX. The platform’s extensive features and strong customer support make it a valuable tool for enhancing user experience in e-commerce and other online environments.
Userlike - Key Features and Functionality
Userlike Overview
Userlike is a comprehensive live chat and messaging platform that offers a range of features to enhance customer engagement, support, and communication, particularly in the e-commerce sector. Here are the main features and how they work:Omnichannel Communication
Userlike allows businesses to connect with customers across multiple channels, including website chat, WhatsApp, SMS, Facebook Messenger, Telegram, and Instagram. This omnichannel approach consolidates all customer interactions into a single, unified inbox, making it easier for support agents to manage and respond to queries efficiently.AI-Powered Chatbots
Userlike integrates AI-powered chatbots, such as the Chat Butler, which can handle routine tasks, gather customer information, and provide quick responses 24/7. These chatbots learn from each customer inquiry, delivering increasingly accurate results over time. The AI Automation Hub serves as a central knowledge base for these chatbots, enabling them to respond with text and button options.Live Chat and Real-Time Interaction
The live chat feature enables real-time conversations with customers, allowing businesses to provide instant assistance, answer inquiries, and guide visitors through the sales process. A notable feature is the ability to see what the user is typing before they send the message, allowing support agents to prepare their responses in advance.Live Translation and Video Calling
Userlike offers live translation to cater to customers speaking different languages, ensuring global support. Additionally, the platform supports video calling, which can be particularly useful for more complex customer issues or for building a more personal connection with customers.File Sharing and Customization
Businesses can share files with customers directly through the chat, which is useful for sending documents, instructions, or other resources. The chat widget can also be customized to match the brand’s identity, ensuring a seamless and personalized customer experience.Lead Generation and Contact Management
Userlike allows businesses to collect leads and contact information through sign-up forms integrated into the chat. This helps in capturing potential customer data and following up with them effectively.Integration with Business Tools
Userlike integrates with various CRM systems, helpdesk software, e-commerce platforms, and other business tools like Slack, Pipedrive, and MailChimp. This integration ensures smooth data synchronization and streamlined workflows. An open API is also available for custom integrations.Data Privacy and Security
Userlike is GDPR-compliant and hosts data in Germany, ensuring high standards of data privacy and security. This is particularly important for businesses that handle sensitive customer information.Multi-Operator Support
The platform allows for the distribution of chats among multiple operators based on their availability, area of expertise, and knowledge. This ensures that customers are always connected to the most suitable support agent.Analytics and Reporting
Userlike provides analytics and reporting features that help businesses track their customer interactions, chat performance, and other key metrics. This data can be used to improve customer support efficiency and overall customer satisfaction.Conclusion
By integrating these features, Userlike helps businesses improve customer engagement, lead generation, and support efficiency, while also ensuring data privacy and compliance. Userlike - Performance and Accuracy
Performance
Userlike is praised for its user-friendly interface and ease of implementation. The platform offers a range of features, including real-time messaging, customizable chat widgets, and advanced AI-driven chatbots. The AI Automation Hub, available in the Corporate and Flex plans, leverages a centralized knowledge base to enhance AI performance, which is a significant strength. The platform integrates seamlessly with various popular e-commerce platforms such as Shopify, Magento, and WordPress, among others. This integration capability ensures that Userlike can be easily incorporated into existing e-commerce setups, enhancing its overall performance in handling customer interactions.Accuracy
Userlike’s chatbots are built to handle a variety of customer queries accurately. The AI Automation Hub includes modules like an AI chatbot, Smart FAQ, and Contact Form Suggestions, all connected to a central knowledge base. This setup helps in ensuring that the chatbot can identify and handle new issues and requests effectively, reducing the likelihood of errors or misunderstandings. However, there are some potential limitations and areas for improvement:Limitations and Areas for Improvement
Conversation Flow and Personality
Info Overload
Knowledge Base Updates
Integration and Compatibility
Engagement and Factual Accuracy
Userlike’s focus on creating a human-like interaction experience is evident through its features. The platform allows for the creation of chatbot personas that match the way agents or target customers speak, which enhances engagement. However, it’s important to balance this with factual accuracy, ensuring that the chatbot provides precise and relevant information to user queries. In summary, Userlike performs well in terms of ease of use, integration, and AI-driven features, but there is room for improvement in areas such as conversation flow, information delivery, and ongoing knowledge base updates to maintain high accuracy and engagement levels. Userlike - Pricing and Plans
Userlike Pricing Plans
Userlike, a live chat software for websites and messaging applications, offers a clear and structured pricing plan to cater to various business needs. Here’s a breakdown of their pricing tiers and the features included in each:
Free Plan
- Cost: $0 per month, regardless of the billing period (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).
Team Plan
- Cost:
- $100 per month (monthly billing)
- $90 per month (annual billing)
- $80 per month (biennial billing).
- Features:
- All features from the Free plan
- Video calls and screen sharing
- Live translation
- Add-ons for integration with tools like Zendesk, Slack, Mailchimp, Salesforce, and Google Analytics
- Basic API access
- Support for two messaging apps (e.g., WhatsApp, Facebook Messenger).
- Limitations:
- Four chat widgets
- Four operators (seats)
- Two messaging apps
- 1,000 free conversations per month.
Corporate Plan
- Cost:
- $320 per month (monthly billing)
- $290 per month (annual billing)
- $256 per month (biennial billing).
- Features:
- All features from the Team plan
- AI automation hub
- Chatbot integration
- Advanced analytics for performance monitoring
- Limitations:
- Ten chat widgets
- Ten operators (seats)
- 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)
- More than four messaging apps
- White label option to remove Userlike branding
- Full API access
- Advanced routing based on user behavior and operator skills
- Multiple organizations or departments
- Dedicated account manager.
Additional Information
- Free Trial: A 14-day free trial is available, offering premium features from the Corporate plan. After the trial, the account automatically switches to the Free plan unless a paid plan is selected.
- Payment Options: You can pay using a credit card, SEPA direct debit (for EU billing addresses), or bank transfer (for Flex plan).
- Discounts: Discounts are available for one-year and two-year subscriptions, as well as for nonprofits and startups.
This structure allows businesses to choose a plan that aligns with their specific needs and scale, ensuring they have the necessary features to engage and support their customers effectively.
Userlike - Integration and Compatibility
Userlike Overview
Userlike, an AI-driven live chat and messaging platform, is highly versatile and integrates seamlessly with a wide range of tools and platforms, making it a comprehensive solution for e-commerce and customer support needs.Native Integrations
Userlike offers native integrations with several popular CRM, help desk, analytics, and e-commerce platforms. This includes integrations with:- CRM systems
- Help desk software
- Analytics tools like Google Analytics
- E-commerce platforms such as Shopify, Magento, BigCommerce, and WooCommerce.
Platform Compatibility
Userlike is compatible with various website builders and content management systems, including:- WordPress
- Tumblr
- Shopware
- Oxid
- Prestashop
- Squarespace
- Typo3
- Jimdo
- Wix.
Messaging Channels
In addition to website chat, Userlike supports multiple messaging channels, such as:- SMS
- Facebook Messenger
- Telegram
- Threema
API and Custom Integrations
For more customized needs, Userlike provides an open API that allows developers to build custom integrations with other tools in their tech stack. This flexibility ensures that Userlike can be integrated with almost any system or application.Setup and Implementation
Setting up Userlike is relatively straightforward and does not require extensive technical expertise. The platform offers detailed documentation and guides to help users get started quickly, typically within a few hours to a couple of days, depending on the specific requirements and integrations.Data Privacy and Security
Userlike is GDPR-compliant and hosts data in Germany, ensuring high standards of data privacy and security. This is particularly important for businesses that handle sensitive customer data and need to adhere to strict regulatory requirements.Conclusion
Overall, Userlike’s extensive integration capabilities and compatibility across various platforms make it an excellent choice for businesses looking to enhance their customer engagement and support processes. Userlike - Customer Support and Resources
Customer Support Options
Userlike offers a comprehensive array of customer support options and additional resources, ensuring that businesses can effectively engage with their customers and resolve issues efficiently.Customer Support Channels
Userlike provides multiple channels for customer support, including:- Live Chat: Customers can reach out through live chat on the website, which is highly praised for its ease of use and efficiency.
- Email: Users can contact the support team via email for more detailed inquiries.
- Phone: Scheduled phone meetings are available for those who prefer a more direct conversation.
- Messaging Apps: Support is also available through popular messaging apps like WhatsApp, Facebook Messenger, Telegram, and Instagram.
Support Resources
Userlike offers several resources to help users get the most out of their platform:- Knowledge Base: A comprehensive knowledge base with detailed guides, FAQs, and tutorials that walk users through setting up and using the platform.
- Webinars: Regular webinars are available to provide in-depth information and training on various features and best practices.
- Demos: Users can request demos to see the platform in action before implementing it.
Integration and Technical Support
Userlike integrates seamlessly with a wide range of popular business tools, including CRM systems, helpdesk software, and e-commerce platforms like Shopify, WordPress, and Magento. This integration is supported by detailed documentation and an open API for custom integrations.Data Security and Compliance
For businesses concerned about data security, Userlike ensures that all data is securely managed and stored in compliance with GDPR regulations. Their servers are located in Germany and adhere to strict German data security standards.Additional Features
Userlike also offers features that enhance customer engagement and support efficiency, such as:- AI-Powered Chatbots: These provide instant responses to common queries, ensuring 24/7 customer support.
- Smart Customer Profiles: These show relevant customer information to support agents, enabling more personalized support.
- Service Ratings and Surveys: Tools for collecting customer feedback and ratings to improve service quality.
Trial and Pricing
Userlike offers a 14-day free trial with access to all features of the Team plan, allowing businesses to test the platform without committing to a purchase. The pricing plans are transparent, with no hidden fees, and additional charges may apply for certain add-ons or exceeding usage limits. Overall, Userlike’s customer support and resources are designed to be user-friendly, efficient, and highly integrated, making it easier for businesses to provide excellent customer service across multiple channels. Userlike - Pros and Cons
Pros of Userlike
Customer Engagement and Satisfaction
- Userlike enhances customer interactions through live chat, website chat, and mobile messaging channels like WhatsApp, Telegram, Facebook Messenger, and SMS. This multi-channel approach ensures customers can reach out through their preferred method.
- The software includes features like “Sticky Chat” that favor connections between visitors and operators who have chatted before, helping build customer relationships.
- Customer feedback features such as chat ratings, pre and post-chat surveys, and instant feedback help in improving customer satisfaction and service quality.
Efficiency and Productivity
- Userlike allows support agents to handle multiple chats simultaneously by setting comfortable chat slots, which can be adjusted as skills grow. This feature, along with chat macros (canned messages), helps in managing common customer queries efficiently.
- The “Reassign/Forward Chats” feature ensures that chat transcripts are forwarded with context, preventing customers from repeating themselves.
AI and Automation
- Higher-priced plans include AI-powered chatbots that provide more accurate and human-like responses. The AI Automation Hub, available in Corporate and Flex plans, uses a centralized knowledge base for powerful AI performance.
- Features like “Chat Butler” and smart FAQs help in automating customer support when live operators are not available.
Analytics and Tracking
- Userlike offers comprehensive analytics to track support capacity, quality improvements, and other key metrics. It also integrates with Google Analytics for more detailed data and reports.
Ease of Use and Customization
- The software has an intuitive and easy-to-use interface. Comprehensive tutorials are available to guide users through setup and implementation.
- Customizable chat widgets allow businesses to match the chat interface with their website’s design. Additionally, features like white labeling and custom fields are available.
Compliance and Security
- Userlike is 100% GDPR compliant, ensuring that customer data is kept safe.
Cons of Userlike
Limited Integrations
- While Userlike integrates with several popular platforms like WordPress, Shopify, and Salesforce, some users find the integration options limited compared to other similar tools.
No Mobile Apps
- Userlike does not offer mobile apps, which can be a drawback for businesses that need mobile access to their customer support tools.
Customer Support on Lower Plans
- There have been some complaints about slow response times from the customer support team on the lower-priced plans.
Customization Limitations
- Some users have expressed a desire for more customization options within the software, particularly in terms of the chat interface and user experience.
Feature Restrictions on Free and Basic Plans
- The free and Team plans are limited to canned responses and do not include AI-powered chatbots, which are only available in the higher-priced Corporate and Flex plans.
Userlike - Comparison with Competitors
When comparing Userlike with other AI-driven tools in the e-commerce sector
Several key features and alternatives stand out.
Userlike
Userlike is an all-in-one platform that combines AI chatbots with live chat for automated customer support 24/7. Here are some of its unique features:
- Central Knowledge Base: Userlike’s AI chatbot pulls answers from a central knowledge base that grows and improves over time from conversations.
- Seamless Integration: It integrates with live chat and messaging software, allowing instant communication on websites and popular channels like WhatsApp and Facebook Messenger without external integrations.
- Interactive Elements: The chat can display button options and carousels to help customers quickly find what they’re looking for, and it supports in-chat media for sending documents.
- Multi-Channel Support: It offers features like video calls, live translations, and support for multiple languages.
Lyro AI Chatbot
Lyro, offered by Tidio, is another strong contender in the AI chatbot space for e-commerce:
- Natural Language Processing (NLP): Lyro uses NLP to provide instant, 24/7 customer support and shopping assistance across websites.
- Continuous Learning: Like Userlike, Lyro continually learns from customer interactions to improve its responses.
- Configurable Setup: Lyro offers a simple, configurable setup and allows you to take over the conversation whenever needed.
- Pricing: Lyro has a free subscription for up to 50 conversations per month, with premium plans starting at $25 per month.
Key Differences
- Integration: While Userlike integrates seamlessly with various messaging channels, Lyro’s integration is more focused on its own platform, though it can be integrated into existing systems.
- Customization: Lyro has limited customization options on its free plan, which might be a drawback compared to Userlike’s more flexible setup.
- Cost: Userlike’s pricing starts at around €130 per month for its paid models, whereas Lyro starts at $25 per month for its premium plans.
Melibo
Melibo is another AI-based chatbot solution that offers:
- Generative AI: Melibo uses generative AI to reduce service volumes by up to 60% and supports multiple languages.
- Ticket Automation: It offers ticket automation and AI chatbots, and can be easily integrated into existing communication channels.
- Customer Service: Melibo provides a personal onboarding process and permanent customer service support, which is similar to Userlike’s support options but may vary in scope.
Unique Features of Melibo
- Service Volume Reduction: Melibo’s focus on reducing service volumes significantly could be a unique selling point for businesses overwhelmed with support requests.
- Integration and Support: Melibo’s ease of integration and comprehensive customer service make it a viable alternative, though pricing details are only available upon request.
Adobe Sensei
For a more comprehensive AI-driven solution, Adobe Sensei, integrated with Adobe Commerce, offers:
- Personalization and Optimization: It provides personalized product recommendations, predictive search, automated catalog management, and personalized content.
- Data Analysis: Adobe Sensei quantifies the impact of marketing activities and helps in understanding customer journeys, making it a strong tool for data-driven decisions.
Conclusion
Userlike stands out for its seamless integration with multiple communication channels and its self-learning AI chatbot. However, Lyro AI Chatbot and Melibo offer compelling alternatives with their own unique features, such as continuous learning and significant service volume reduction. Adobe Sensei, on the other hand, is ideal for businesses looking to leverage AI for personalization and optimization across their e-commerce platform. Each tool has its strengths, and the choice depends on the specific needs and preferences of the business.
Userlike - Frequently Asked Questions
Frequently Asked Questions about Userlike
What are the key features of Userlike’s live chat software?
Userlike’s live chat software offers several key features to enhance customer interactions. These include all-inclusive button integration for seamless support, the ability to reassign or forward chats to other agents, and operator skills that connect customers to the right support reps. Additionally, features like sticky chat, smart customer profiles, and feedback mechanisms help in building and nurturing customer relationships.How does the AI Chatbot work in Userlike?
The AI Chatbot in Userlike can be configured through the AI Automation Hub. You can add or edit the chatbot’s standard replies, choose its language, and set its visibility mode. The chatbot can operate in different modes such as “Service time,” “Backup,” “Human,” and “Firewall,” depending on your needs. It can also forward conversations to human operators when necessary and supports multiple languages by creating separate chatbots for each language.Can I customize the appearance and behavior of the chatbot?
Yes, you can customize the appearance and behavior of the chatbot. Under the “Presentation” settings, you can give the chatbot a name, define how many follow-up questions it will ask, and adjust its visual appearance. You can also customize the chatbox’s colors, position, operator avatar, and button behavior using the Widget Editor.How does Userlike handle customer feedback?
Userlike allows you to collect customer feedback without disrupting their experience. The software includes feedback features that enable you to gather opinions from customers, helping you to improve your service and customer satisfaction.Can I integrate Userlike with other tools and platforms?
Yes, Userlike can be integrated with various tools and platforms such as JIRA, Salesforce, Slack, Trello, and Zendesk. This integration provides additional functionality, such as alerts for new chats and the ability to work seamlessly with these platforms.What happens if the chatbot doesn’t find a correct answer?
If the chatbot cannot find a correct answer to a customer’s question, it can seamlessly forward the conversation to an available human agent. This ensures that customers receive the support they need without delay.Do I need to train the AI chatbot before using it?
No, you do not need to train the AI chatbot before using it. The system is self-learning and ready for immediate use. Its intelligence grows over time from conversations and user feedback.How does Userlike ensure data privacy?
Userlike ensures data privacy by hosting its standard AI via Amazon Web Services in Germany and using the EU-U.S. Data Privacy Framework and Standard Contractual Clauses (SCC) for any third-country transfers. For the GPT-4 integration, data is processed via Microsoft Azure servers located in Belgium, the Netherlands, and the UK, with similar data protection measures in place.Can I use Userlike for multiple messaging channels?
Yes, Userlike allows you to communicate with customers via various messaging channels, including WhatsApp, Telegram, SMS, Facebook Messenger, and directly from your company’s website. This flexibility helps you engage with customers through their preferred communication methods.What are the different plans and their features?
Userlike offers several plans, including Free, Team, Corporate, and Flex. The Corporate and Flex plans include advanced features such as AI-powered chatbots, interactive AI chat, live agent chats, and access to the AI Automation Hub. The Flex plan is particularly suited for medium to large businesses with heavy online traffic and includes additional features like live translation, video calls, and screen sharing.