Introduction to Userlike
Userlike is a comprehensive customer messaging and live chat platform designed to enhance customer communication and support across various digital channels. It is tailored to help businesses build long-term customer relationships through efficient, personalized, and multi-channel support.
Key Features and Functionality
Communication Channels
Userlike integrates seamlessly with multiple communication channels, including live chat on websites, text messaging, Facebook, Telegram, and other popular messaging apps like WhatsApp and Threema. This omnichannel approach ensures that customers can reach out through their preferred method.
Customization and Branding
The platform allows for extensive customization of the chat window to match the design and branding of your website. This includes options for color selection, wallpaper, and positioning of the chat button. Additionally, you can hide the Userlike logo and use a reply-to email address for automated emails.
Proactive Engagement and Lead Generation
Userlike enables businesses to proactively invite customers to chats or allow customers to initiate conversations themselves. It also includes features for collecting leads and contact information through sign-up forms, helping you to generate leads naturally and manage interactions effectively.
Intelligent Routing and Automation
The platform features intelligent routing that connects customers with the most qualified support representative based on their skills and expertise. It also supports the integration of chatbots to automate routine tasks and improve support efficiency. The “Sticky Chat” rule ensures that customers are connected to operators they have interacted with before, fostering consistent relationships.
Conversation Management
Userlike’s Message Center serves as the central hub for managing all customer interactions. It includes features such as conversation archiving, customer profiles, and the ability to assign tags and summaries to chats. Operators can forward chats to colleagues, set their status to “away,” and receive notifications via email or browser alerts.
Analytics and Feedback
The platform provides built-in analytics to track the performance of your chat service, including metrics on support capacity and quality improvements. Customers can rate the service they received through star ratings and optional comments, and you can conduct surveys before or after conversations to gather feedback.
Integration with Business Tools
Userlike can be integrated with various business tools such as Slack, Pipedrive, MailChimp, and other CRM systems. This integration allows for seamless data exchange and enhances the overall efficiency of your customer support operations.
Data Privacy and GDPR Compliance
Userlike ensures data privacy and GDPR compliance through features like privacy mode, which prevents the collection of customer data unless explicitly provided. The platform also includes an audit log to track account changes and ensure transparency.
Benefits and Usage
Userlike is designed to be user-friendly, allowing businesses to set up and customize the platform without requiring extensive technical expertise. The free plan and 14-day trial on the Corporate plan make it accessible for businesses of all sizes to test and implement the service. With Userlike, businesses can reduce waiting times, improve customer satisfaction, and enhance the overall support experience.
Companies like Mercedes-Benz, BMW, trivago, and Lufthansa already rely on Userlike to build strong customer relationships, highlighting its effectiveness in real-world applications.