Userlike - Detailed Review
Website Tools
Userlike - Detailed Review Contents
Add a header to begin generating the table of contents
Userlike - Product Overview
Userlike Overview
Userlike is a comprehensive messaging platform that specializes in providing web, mobile, and messaging support solutions for businesses of all sizes. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
Userlike’s main purpose is to facilitate seamless customer communication through various channels, including website chat, mobile messaging apps like WhatsApp and Telegram, and even SMS. It helps businesses engage with their customers in real-time, improving conversion rates and building loyal customer relationships.Target Audience
Userlike is targeted at businesses ranging from early-stage startups to large enterprises, including well-known brands such as Mercedes-Benz and Targobank. It is particularly useful for online marketers and customer support teams looking to enhance their lead generation and customer service capabilities.Key Features
Multi-Channel Support
Userlike integrates with multiple messaging channels, allowing businesses to communicate with customers through their preferred platforms, such as Facebook Messenger, WhatsApp, and Telegram.Live Chat and Messaging
The platform enables proactive chat invitations and allows customers to initiate conversations. It also supports offline messaging, where customers can leave messages that can be responded to later.Chat Distribution and Routing
Userlike distributes chats among operators based on their availability, area of expertise, and knowledge. This ensures that customers are connected to the most qualified support representatives.Customization
Businesses can customize the design of the chat window to match their website’s aesthetic, ensuring a cohesive user experience.Integration with Business Tools
Userlike can be integrated with various business tools such as Slack, Pipedrive, and MailChimp, enhancing workflow efficiency.Chatbots and AI Automation
Userlike offers advanced chatbot features connected to a centralized, AI-powered knowledge base. These chatbots can automate lead generation, support, and other processes, and even escalate complex issues to human support teams.Analytics and Performance Tracking
The platform provides built-in analytics to track support capacity, quality improvements, and other performance metrics, helping businesses optimize their support services. Overall, Userlike is a versatile tool that helps businesses streamline their customer communication, improve support efficiency, and enhance customer satisfaction. Userlike - User Interface and Experience
Userlike User Interface
The user interface of Userlike is renowned for its intuitiveness and ease of use, making it a user-friendly tool for both agents and customers.Agent Interface
For agents, the interface is clean and easy to learn. Here, agents can manage multiple chats simultaneously, adjusting the number of chat slots as needed.- The chat view for agents includes a range of options such as sending macros, offering calls, sending attachments, recording voice messages, and triggering commands. These actions can also be performed via keyboard shortcuts, enhancing efficiency.
- The interface allows agents to assign different roles and specify permission rights for each role, ensuring that the organizational structure is well-reflected within the system.
- Agents can also engage with various tools in the Userlike dashboard, accessing relevant statistics and analytics to monitor performance.
Customer Interface
On the customer side, the chat widget is equally user-friendly. Customers can easily send messages, add smileys, transfer files, and request chat transcripts without any clutter or overwhelming features.- The chat widget allows customers to select which department they want to talk to with a simple click, streamlining the support process.
- Customers can also be connected to the same agent they previously chatted with through the “Sticky Chat” feature, which helps in building consistent relationships.
Customization and Setup
Userlike offers extensive customization options for the chat widgets. Users can customize the appearance, including primary and secondary colors, position, operator avatar, and more. The Widget Editor makes it simple to set up the basics such as the widget’s name, language, and default topic.- The chat behavior can be customized from silent to pop-up or banner, and users can choose where each message will appear and what it will say.
Analytics and Feedback
The platform includes built-in analytics that provide a clear overview of key performance indicators (KPIs). Users can also connect their Google Analytics account for additional data and reports.- Feedback features such as post-chat surveys can be customized with specific questions and answers, helping to gauge customer satisfaction and improve service quality.
Overall User Experience
The overall user experience with Userlike is positive, with users appreciating its ease of use and comprehensive feature set. The interface is intuitive, making it easy for both agents and customers to interact effectively.- Comprehensive tutorials in the knowledge base guide users through setting up the knowledge base, chat widgets, and implementation, ensuring a smooth onboarding process.
- Userlike’s flexibility in scaling up or down, along with its integration with various popular apps, further enhances the user experience by providing a seamless and adaptable solution.
Userlike - Key Features and Functionality
Userlike: A Comprehensive Customer Messaging Platform
Userlike offers a range of features that enhance customer support and engagement, particularly through its integration of AI technologies. Here are the key features and how they work:
Live Chat and Multi-Chat Capability
Userlike allows customer service agents to chat with multiple customers simultaneously. Agents can set their number of chat slots based on their comfort level and adjust as needed.
- Benefit: This feature increases efficiency and allows agents to handle more customers at once.
Intelligent Customer Routing
The platform enables customers to select the department they want to talk to with a single click. It also uses operator skills to connect customers with the most qualified support representative, ensuring quick and relevant support.
- Benefit: Reduces waiting times and ensures customers get the help they need quickly.
Chat Forwarding and Sticky Chats
If a chat needs to be forwarded to a colleague, the chat transcript accompanies the forward, so customers don’t have to repeat themselves. The “Sticky Chat” rule favors reconnecting customers with operators they have chatted with before, promoting consistent relationships.
- Benefit: Enhances customer satisfaction by maintaining continuity in support interactions.
AI-Powered Chatbots
Userlike integrates advanced AI chatbots, particularly with the integration of GPT-4, which enables more fluent and context-aware interactions. These chatbots can remember the context of questions and use empathy when dealing with disappointed customers.
- Benefit: Automates routine inquiries, freeing human agents for more complex issues and improving response times.
Central Knowledge Base
The AI chatbot accesses a central knowledge base where questions, answers, and company information are stored. This data is used to improve the chatbot’s responses over time.
- Benefit: Ensures consistent and accurate information is provided to customers, reducing the need for human intervention in routine queries.
Co-Browsing and Screen Sharing
Agents can guide customers directly to the relevant page on the website without explanation through co-browsing. Additionally, they can switch from chat to video calls and screen sharing for complex topics or to capture warm leads.
- Benefit: Enhances the support experience by providing visual guidance and clearer communication.
Chat Macros and Canned Messages
Userlike allows agents to set up canned messages for common questions and situations, which can be sent quickly using chat macros.
- Benefit: Saves time and ensures consistency in responses to frequent inquiries.
Analytics and Performance Tracking
The platform provides built-in analytics to track support capacity, quality improvements, and other performance metrics. Goals can be set to measure the success of the chat service, such as tracking when customers reach specific URLs.
- Benefit: Helps in continuous improvement by providing insights into support performance and customer behavior.
Integration with CRM and Other Tools
Userlike can be integrated with various CRM platforms, Slack, Pipedrive, MailChimp, and other business tools. It also supports integration with messaging platforms like WhatsApp, Facebook Messenger, and Telegram.
- Benefit: Streamlines workflows by connecting customer support with other business systems and communication channels.
Proactive Chats and Lead Collection
Agents can proactively invite customers to chats based on their website behavior, such as the section of the website they are on or their country of origin. Userlike also allows collecting leads and contact information through sign-up forms.
- Benefit: Increases engagement and helps in capturing valuable leads by initiating conversations at the right moment.
AI Automation Hub
Userlike’s AI Automation Hub includes features like AI Chatbot, Smart FAQ, and Contact Form Suggestions, all of which are integrated into the customer messaging software to provide powerful digital support.
- Benefit: Automates various support tasks, improving efficiency and customer satisfaction.
These features collectively make Userlike a powerful tool for enhancing customer support, improving efficiency, and fostering long-term customer relationships.
Userlike - Performance and Accuracy
Performance
Userlike’s AI Automation Hub is notable for its ease of use and immediate readiness. The system is self-learning, meaning it does not require a complicated training process and can be used right away. This hub includes modules such as an AI chatbot, Smart FAQ, and Contact Form Suggestions, all connected to a central knowledge base. This setup allows the AI to grow in intelligence over time from conversations and user feedback. The chatbot’s performance is enhanced by its ability to handle a variety of tasks, from simple queries to more complex interactions. For instance, if the chatbot encounters a question it cannot answer, it can seamlessly forward the conversation to an available agent.Accuracy
The accuracy of Userlike’s AI is at a human level, although it is acknowledged that 100% accuracy is not guaranteed. The system’s self-learning nature helps it improve over time, making it more accurate as it processes more user interactions.Limitations and Areas for Improvement
Despite its strengths, there are some potential limitations and areas where Userlike’s AI could be improved:Conversation Flow and Personality
Simple rule-based chatbots can sometimes lead to conversation dead ends or lack of personality. Ensuring the chatbot is programmed to handle unpredictable commands and injecting personality into its responses can enhance user engagement.Info Overload
Chatbots can sometimes overwhelm users with too much information at once. Breaking down large text into smaller messages and giving users time to respond can help maintain a more natural conversation flow.Knowledge Base Updates
Regularly updating the knowledge base is crucial to ensure the chatbot can handle new issues and requests effectively. This involves ensuring that the chatbot recognizes and responds accurately to frequently asked questions.Data Privacy
While Userlike’s AI Automation Hub is hosted securely through services like Amazon Web Services and Microsoft Azure, ensuring compliance with data privacy regulations is ongoing. Users need to be aware of the legal bases for data transfers, such as the SCC and the EU-U.S. Data Privacy Framework.Engagement
Userlike’s interface and user experience are highly praised for their intuitiveness and ease of use. The platform offers comprehensive tutorials and a clean, easy-to-learn interface, which helps in engaging users effectively. Features like live translation, video calls, and screen sharing also enhance the engagement capabilities of the platform. In summary, Userlike’s AI-driven tools offer strong performance and accuracy, with a focus on ease of use and continuous improvement through self-learning mechanisms. However, there are areas such as conversation flow, information delivery, and regular knowledge base updates that require attention to optimize the user experience. Userlike - Pricing and Plans
Userlike Pricing Plans
Userlike offers a clear and structured pricing system with four distinct plans, each catering to different business needs. Here’s a breakdown of the plans, their features, and the associated costs:Free Plan
- Cost: $0 per month, regardless of the billing period (monthly, annually, or biennially).
- Features: Includes one widget, one seat (operator), unlimited conversations, and basic website management. It lacks advanced features like live translation, video calls, and screen sharing.
Team Plan
- Cost: $100 per month (billed monthly), $90 per month (billed annually), and $80 per month (billed biennially).
- Features: Offers up to four widgets, four seats (operators), and the ability to connect with two messaging apps. Additional features include live translation, video calls, screen sharing, basic API access, and integration with tools like Zendesk, Slack, and Mailchimp.
Corporate Plan
- Cost: $320 per month (billed monthly), $290 per month (billed annually), and $256 per month (billed biennially).
- Features: Includes up to 10 widgets, 10 seats (operators), and integration with four messaging apps. This plan adds features such as AI automation hub, chatbots, analytics, and advanced routing. It also supports full API access and multiple organizations or departments.
Flex Plan
- Cost: Custom pricing; you need to contact Userlike’s support team for details.
- Features: This plan includes all the features of the Corporate plan plus additional customizations. It allows for more than 10 widgets, more than 10 seats, integration with more than four messaging apps, white labeling, full API access, advanced routing, and a dedicated account manager.
Additional Notes
- Free Trial: A 14-day free trial is available for all paid plans, after which the account automatically switches to the Free plan if not upgraded.
- Payment Options: Payment methods include SEPA direct debit, credit card, and for the Flex plan, bank transfer is also available.
- VAT: Prices do not include VAT.
Userlike - Integration and Compatibility
Userlike Integration and Compatibility Features
Website Integrations
Userlike can be easily integrated into websites using a simple JavaScript widget code. This code is provided by Userlike and can be copied and pasted into your website’s HTML, making the setup process fast and straightforward.E-commerce and CMS Integrations
Userlike is compatible with a wide array of popular e-commerce platforms and content management systems (CMS), including WordPress, Shopify, Magento, BigCommerce, Squarespace, and more. This allows businesses to seamlessly integrate the chat functionality into their existing online infrastructure.Mobile App Integration
For mobile apps, Userlike can be integrated using a WebView. This involves displaying the webpage with the Userlike chat directly within the app. This method requires a functioning webpage optimized for mobile devices and accessible via a URL. The Website Messenger API, available from the Team package, provides additional control over the chat widget’s behavior.Messaging Apps
Userlike extends its reach beyond websites by integrating with various messaging apps such as WhatsApp, Telegram, and Threema. This allows businesses to engage with customers across multiple communication channels.Analytics and Tracking
Userlike offers native analytics and can be connected with Google Analytics for more detailed data and reports. This integration helps businesses track visitor interactions and optimize their customer service strategies.Browser Compatibility
Userlike is supported on the latest versions of major browsers, including Safari, Edge, Firefox, and Chrome. It is important to note that it does not function in Internet Explorer or older versions of iOS Safari before version 13.Chatbot and API Integrations
Userlike supports the integration of chatbots through its Chatbot API. This allows businesses to automate repetitive tasks and provide 24/7 customer support. The API also supports text formatting via markdown tags and allows for the creation of custom chatbot scripts using the Userlike Bot Language.Conclusion
In summary, Userlike’s flexibility in integration and compatibility makes it a versatile tool for businesses looking to enhance their customer engagement and service efficiency across various platforms and devices. Userlike - Customer Support and Resources
Userlike Customer Support Overview
Userlike offers a comprehensive suite of customer support options and additional resources, making it a versatile and effective tool for engaging with customers and enhancing their experience.Multi-Channel Support
Userlike allows you to support customers across various messaging channels, including your website, WhatsApp, Facebook Messenger, Telegram, and SMS. This flexibility ensures that you can reach customers through their preferred mode of communication, making support more accessible and convenient.Live Chat and Video Support
The Website Messenger feature enables live chats, video calls, and screen sharing. This allows for real-time interactions, which can be particularly useful for explaining complex topics or guiding customers through your website. The video support feature adds a personal touch, making it easier to build trust and resolve issues quickly.Chat Automation and AI
Userlike integrates AI-driven automation, including chatbots, to optimize support efficiency. With features like no-code automation and GPT-4 integration, you can automate common queries and free up your support team to focus on more complex issues. This helps in reducing costs and improving service efficiency.Customer Profiles and Routing
Userlike’s Smart Customer Profiles provide support agents with relevant customer information directly in the chat panel. The operator skills feature ensures that customers are connected to the most qualified support rep, reducing unnecessary forwards and repetition of messages. The Sticky Chat feature reconnects customers with their previous support agents, fostering personal connections.Analytics and Feedback
The platform offers built-in analytics to track the performance of your chat service, including metrics on support capacity and quality improvements. Customers can rate your service directly through the chat, providing valuable feedback that can help you improve your support.Integration with Business Tools
Userlike seamlessly integrates with various business tools such as helpdesk software and CRM systems. This integration allows for a smooth customer journey and makes it easier to manage customer interactions across different platforms.Data Security
Userlike prioritizes data security, with servers located in Germany and full compliance with GDPR regulations. This ensures that customer conversations are secure and protected.Additional Resources
Userlike provides guides and resources to help you maximize the potential of their messaging and AI features. These guides cover everything from the basics of using Userlike to advanced techniques for optimizing customer support.Proactive Engagement
The proactive chat feature allows you to reach out to web visitors who may have questions, turning potential leads into actual sales. You can set up intelligent chat behaviors based on the visitor’s actions on your website, such as their location or the section of the website they are on.Conclusion
By leveraging these features, Userlike helps businesses enhance customer satisfaction, improve service efficiency, and generate more leads, all while ensuring a secure and user-friendly experience. Userlike - Pros and Cons
Advantages of Userlike
Userlike offers several significant advantages that make it a compelling choice for businesses looking to enhance their customer service and engagement:Comprehensive Feature Set
Userlike provides a wide range of features, including unlimited conversations, website messengers, AI-powered chatbots, live translation, video calls, screen sharing, and basic to full API access. This extensive feature set caters to various business needs, from basic chat support to advanced automation and analytics.AI Automation
The AI Automation Hub is a standout feature, allowing businesses to automate customer support processes using a centralized, AI-powered knowledge base. This hub enables 24/7 self-support, smart FAQs, and AI-driven chatbots that can handle natural language queries and forward complex issues to human agents.Customization and Integration
Userlike allows for significant customization, including the ability to white label the chat window, customize its appearance, and integrate with various platforms such as Google Analytics, CRM systems, and multiple messaging apps like WhatsApp, Facebook Messenger, and Telegram.Analytics and Insights
The platform offers robust analytics and insights capabilities, helping businesses track and optimize their customer interactions. This includes chat analytics, customer feedback features, and the ability to monitor support capacity and quality.Customer Satisfaction Features
Userlike includes features aimed at boosting customer satisfaction, such as sticky chat rules, smart customer profiles, and the ability to switch from chat to audio calls or video calls for more complex issues. It also supports on-page guidance to help customers navigate the website more easily.GDPR Compliance and Security
Userlike is fully GDPR compliant, ensuring that customer data is protected and secure. This is crucial for businesses that handle sensitive customer information.Scalability
With unlimited conversations across all paid plans, Userlike is highly scalable and suitable for businesses of various sizes, from small to large enterprises.Disadvantages of Userlike
While Userlike offers many benefits, there are also some notable drawbacks:Limited Mobile Apps
Userlike does not offer mobile apps, which could be a limitation for businesses that need mobile accessibility for their support teams.High Pricing
Compared to other live chat solutions, Userlike can be more expensive, especially at the higher tiers like the Corporate and Flex plans.Limited Integrations in Lower Plans
While Userlike supports a variety of integrations, some of these are limited to the higher pricing plans. The lower plans may not have access to all the integrations that the more advanced plans offer.No Human Handover Feature
Unlike some competitors, Userlike does not offer a human handover feature, which allows for a seamless transition from AI to human agents. This might be a drawback for businesses that need this functionality.No AI Email Assistant
Userlike does not include an AI email assistant, which is a feature offered by some other AI customer support tools. This could be a limitation for businesses that heavily rely on email support. By considering these advantages and disadvantages, businesses can make an informed decision about whether Userlike aligns with their specific needs and goals. Userlike - Comparison with Competitors
Userlike
Userlike is known for its live chat functionalities, particularly suited for businesses that require quick, on-the-spot support for website visitors. It is ideal for sectors like retail and hospitality, where immediate customer queries need rapid resolution. Userlike offers detailed visitor information, integration with websites and mobile applications, and support for multiple messaging channels, including WhatsApp.Zendesk
Zendesk is a significant competitor to Userlike, offering a comprehensive customer service platform with omnichannel support. It includes features such as AI-powered bots, advanced widget customization, chat routing, and a ticketing system. Zendesk is best for eCommerce businesses, sales teams, and customer support teams, and it stands out with its extensive feature set and integrations with over 100 other tools.LiveChat
LiveChat is another strong alternative, providing customizable chat widgets, automated greetings, and real-time sentiment analysis. It is particularly useful for businesses that need to engage with customers across multiple channels, including live chat, ticketing systems, and knowledge bases. LiveChat serves various sectors such as eCommerce, software and IT, education, and finance.tawk.to
tawk.to is a free, feature-packed alternative that is best for small businesses and customer support teams. It offers customizable chat widgets, automated chat triggers, chat translation into over 45 languages, and a built-in knowledge base. tawk.to is notable for its free forever plan and ease of setup, making it an attractive option for businesses on a budget.Gorgias
Gorgias is a customer experience platform specifically tailored for the eCommerce sector. It provides tools for customer support, omnichannel communication, automation, and integration with eCommerce platforms. Gorgias is known for its efficiency in customer service and satisfaction, making it a strong contender for businesses within the eCommerce industry.Forethought
Forethought focuses on customer support automation using generative AI technology. It offers solutions to address issues, predict and prioritize support tickets, and support agents with knowledge to improve productivity. Forethought’s platform is applicable in various sectors, including eCommerce, SaaS, and FinTech, aiming to enhance customer experience and support efficiency.ClientWindow
ClientWindow is an alternative that bridges the gap between external messaging apps like WhatsApp and WeChat and a firm’s internal communication tools such as email and Microsoft Teams. It is designed for firms that prioritize secure, long-term client relationships and need to meet data security and retention requirements. ClientWindow stands out with its message encryption, granular access controls, and enterprise-level hosting, ensuring compliance and security.Key Differences and Considerations
- Integration and Channels: Userlike is strong in live chat on websites and mobile apps, while ClientWindow integrates external messaging apps into internal business systems. Zendesk and LiveChat offer omnichannel support, including multiple communication channels.
- Security and Compliance: ClientWindow is particularly strong in security, offering message encryption and compliance with industry-specific retention requirements. Userlike, while secure, may not meet the same level of compliance needs as ClientWindow.
- Cost and Features: tawk.to offers a free forever plan with a wide range of features, making it a cost-effective option. Zendesk and Userlike have more extensive feature sets but come with higher pricing.
- Industry Focus: Gorgias is specifically tailored for eCommerce, while Forethought focuses on automation across various sectors. Userlike and LiveChat are more general-purpose, serving a broader range of industries.
Userlike - Frequently Asked Questions
Frequently Asked Questions about Userlike
What are the key features of Userlike?
Userlike is an omnichannel live chat and messaging platform that allows businesses to communicate with customers across multiple channels, including website chat, WhatsApp, SMS, Facebook Messenger, Telegram, and Instagram. It offers a unified inbox, AI-powered chatbots, live translation, video calling, and file sharing to enhance customer engagement and support.How does Userlike handle customer data privacy?
Userlike is GDPR-compliant and ensures that all customer data is securely managed and stored. The platform hosts data in Germany and uses Amazon Web Services and Microsoft Azure for its AI integrations, adhering to the Standard Contractual Clauses (SCC) and the EU-U.S. Data Privacy Framework for any third-country transfers.What are the pricing plans available for Userlike?
Userlike offers four pricing plans: a Free plan, a Team plan ($90 per month), a Corporate plan ($290 per month), and a custom Flex plan (pricing upon request). The Free plan includes 1 operator, 1 chat widget, and unlimited chats. The Team and Corporate plans offer additional features such as more operators, chat widgets, and advanced integrations. The Flex plan is customizable and includes all Corporate plan features plus additional options like white labeling and full API access.Does Userlike offer a free trial?
Yes, Userlike provides a 14-day free trial that includes access to all features of the Team plan. No credit card information is required to start the trial. Once the trial period ends, the plan automatically switches to the Free plan if no paid plan is selected.How easy is it to set up Userlike?
Setting up Userlike is relatively straightforward and does not require extensive technical expertise. The platform provides detailed documentation and guides to help users get started. On average, businesses can go live with Userlike within a few hours to a couple of days, depending on their specific requirements and integrations.What kind of customer support does Userlike offer?
Userlike provides customer support through live chat, email, and a comprehensive knowledge base. Support is available during business hours (CET), with premium support options available for enterprise customers.Can Userlike integrate with other tools and platforms?
Yes, Userlike integrates with several popular tools, including CRM, help desk, analytics, and e-commerce platforms. It also offers an open API for developers to build custom integrations with other tools in their tech stack.How does the AI Automation Hub in Userlike work?
The AI Automation Hub in Userlike allows businesses to create and manage AI-powered chatbots. The system is self-learning and does not require a complicated training process. It can seamlessly forward complex questions to available agents and supports features like adding images and videos to answers. The accuracy rate of the AI is at a human level, though it is not guaranteed to be 100% correct.What are the benefits of using Userlike’s omnichannel communication?
Userlike’s omnichannel communication allows businesses to engage with customers across multiple channels, consolidating all interactions into a single, unified inbox. This makes it easier for support agents to manage and respond to queries efficiently, enhancing customer support and lead generation.Is Userlike suitable for businesses of all sizes?
Yes, Userlike is ideal for businesses of all sizes across various industries. It is particularly well-suited for companies that value data privacy, require multi-channel communication, and seek to leverage AI-powered chatbots for efficient customer service.