Userlike

Author: Jenna Vasquez

Top Ranked Companies

ProProfs Chat chevron_right

4.5

star star star star star_half

(4)

View Profile View Profile

LiveHelpNow chevron_right

0.0

star_border star_border star_border star_border star_border

(0)

View Profile View Profile

LiveZilla chevron_right

2.5

star star star_half star_border star_border

(2)

View Profile View Profile

thumb_up

The Good

• Features
• Customization
• Offline mode
• Tutorial

Userlike, besides being very easy to setup and use, has many unique features. We found that, in the industry, Userlike has a lot of support for e-commerce. There is also robust support for content management systems, with a scalable plug-in that adds the Userlike chat feature to both WordPress and Squarespace CMS systems. This is a powerful tool, as Squarespace and Wordpress are becoming the leading CMS systems on the web. Here are some of the features that we really liked about Userlike:

• Nearly 50 API integrations, making this one of the most flexible API integrations in the industry.
• Scalable and mangeable.
• Easy setup, taking less than three minutes using dynamically generated webpages.
• Powerful offline mode.
• Internationalization (translation).
• Working groups for agents.
• All chat histories are stored.

It is also very easy to create a customized pre-chat and post-chat survey for customers. A pre-chat survey can be used to send customers to the right support agent, while post-customer surveys can help provide feedback. The offline mode of Userlike is also very powerful. We found that you could leave a customized form for website users or hide the chat applet entirely. Finally, we liked that business hours can be added to Userlike's chat popup on a website. The user-end of the chat applet is also pretty nifty. In addition to customizing it for different areas on your website, customers can also move the chat applet around on the screen. We also liked the tutorial for companies using legacy backend systems. If your company already has paid for a CRM or other platform, there are coding resources on Userlike's website that provide detailed instructions for fully integrating your software into Userlike's unique system. Also, we found that core services were pretty standard across all subscription levels. The CRM and unlimited chat features are available for all paid subscriptions of Userlike.

thumb_down

The Bad

• Additional costs
• Triggers
• Limited number of users

There were a few things that concerned us about Userlike. Most of these issues were miniscule, as Userlike has some of the most flexible features that we reviewed. For example, the detailed tutorials are a bit difficult to navigate. Also, we weren't sure which API extensions (such as Firefly, etc.) were free and what cost extra. We did find that Firefly integration could cost a customer an additional $25 per month. Also, we weren't sure if Userlike provided full support for all these integrations, or if the third-party site provided full support. Another issue we had with was with the triggers. We couldn't get an exact number of triggers available with each service level, but we did find out that Userlike does not support user behavior triggers. These are an important tool for helping customers get help if they migrate to a certain area of a website or move to the support page. This needs to be added in a future release of Userlike. The lack of behavior-based triggers raises some questions about how many missed chat opportunities happen on a Userlike powered website. We also were kind of taken aback by the limited number of users per service level. The corporate-level package only supports five agents, while the team-level version only supports three agents. We would like to see more agents added to the corporate and team packages with Userlike.

gavel

The Bottom Line

We are a bit concerned about the low number of agents for the team and corporate paid subscriptions. However, we really felt like Userlike has gotten it right when it comes to online website chat. Userlike's powerful API integration is one of the best in the industry. While Userlike is just getting into social media, the Facebook chat feature is off to a good start. Using their Facebook account, a customer can interact with a support agent, and share the result of their experience to their friends.