Product Overview of Userlike
Userlike is a comprehensive customer messaging and live chat platform designed to enhance customer communication and support across various digital channels. Here’s a detailed look at what the product does and its key features:
What Userlike Does
Userlike serves as a unified platform for businesses to engage with their customers through multiple messaging channels, including website chat, Facebook Messenger, Telegram, WhatsApp, SMS, and more. It aims to provide seamless and efficient customer support, facilitating long-term customer relationships with minimal investment.
Key Features
Communication Channels
- Userlike allows businesses to communicate with customers via live chat on their website, as well as through popular messaging apps like Facebook Messenger, Telegram, WhatsApp, and SMS.
Customization and Integration
- The platform offers extensive customization options, enabling businesses to tailor the design of the chat window to match their website’s branding. This includes choosing colors, styles, and positions for the chat button and messenger.
- Userlike integrates with various business tools such as Slack, Pipedrive, MailChimp, JIRA, Salesforce, Trello, and Zendesk, ensuring a cohesive workflow.
Conversation Management
- The Message Center is the central hub for managing all customer interactions. It provides features like conversation archiving, customer profiles, and the ability to assign roles and skills to operators to ensure that customers are directed to the most suitable support team member.
- The platform includes advanced filter and search functions, making it easy to manage and analyze conversations at any scale.
Automation and Routing
- Userlike features intelligent routing, which distributes chats among operators based on their availability, area of expertise, and knowledge. This ensures that customers receive prompt and relevant support.
- The platform also includes a built-in chatbot feature called “Chat Butler,” which interacts with customers when operators are unavailable, collects their information, and attempts to contact an operator directly.
Lead Generation and Customer Profiles
- Userlike allows businesses to collect leads and contact information through sign-up forms and create smart customer profiles using the collected data. This helps in personalizing the customer experience.
Notifications and Feedback
- The platform offers customizable notification settings for both operators and customers, ensuring that no messages are missed. Customers can also provide feedback through chat ratings and surveys.
Data Privacy and Compliance
- Userlike ensures data privacy and GDPR compliance with features like privacy mode, which prevents the collection of any customer data not explicitly provided.
Analytics and Reporting
- The platform provides a dashboard with analytics tools, allowing businesses to monitor and analyze their customer interactions. This includes tracking conversation metrics, customer feedback, and operator performance.
Additional Functionality
- Proactive Engagement: Businesses can proactively invite customers to a chat or allow customers to initiate conversations themselves.
- Offline Messaging: Customers can leave messages when operators are offline, and operators can respond when they become available again.
- Co-Browsing: Userlike supports co-browsing, enabling operators to assist customers more effectively by navigating through the website together.
In summary, Userlike is a robust customer messaging platform that enhances customer support by providing multiple communication channels, extensive customization options, advanced conversation management, automation features, and strong integration capabilities with other business tools. Its focus on data privacy, analytics, and customer feedback makes it a valuable tool for businesses aiming to build long-term customer relationships.