All Userlane Reviews
1-25 of 47 Reviews
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Alex
Verified reviewer
Automotive, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2019
The best SaaS onboarding software on the market
It's been a very positive experience from the very first engagement with their team through to the monthly success calls I have with their team. After a short evaluation period with two other companies, it was obvious that Userlane were our best option for automating and speeding up user onboarding in our automotive management software. Not only is the software the best featured on the market, with elegant, simple solutions for multi-lingual guides and a very intuitive editor that coped with our complex software superbly, but they are also a fantastic group of people to deal with, always friendly, always listening, and genuinely committed to improving their product all the time by listening to customers. This is a rare thing to find in any company! From the moment we signed up, their team have been committed to helping us get the best out of their product, and through numerous remote meetings they have helped advise and build our on boarding guides, coping with whatever challenges have come their way from our solution. I can't recommend them highly enough; definitely one of the most innovative, elegant and simple solutions I've used in my 20 years in Marketing!
PROSUserlane is very well designed and the editor works with all browsers and is extremely user-friendly. We were able to build all of our guides after a couple of calls and new ones can be created extremely fast, and with multi-language capability. There wasn't a single occasion where a challenge presented wasn't solved (by their team) in an elegant fashion, allowing us to present an extremely professional onboarding solution that looks like a part of our app to our enterprise clients. The analytics show you straight away where your guides are/aren't performing and where users are dropping out, allowing you to address the issues. Not only that, but they are also monitoring performance regularly and providing help, advice and feedback on how to best use the tool. We're also able to send out deep links via our support team to allow users to not only go to the right page in the app, but also to trigger a specific guide to help them, which is a great feature!
CONSThere really hasn't been a single thing we've found yet that we didn't like. We wanted to have user-level analytics for every user taking one of our guides in the app, and while it doesn't exist, it's on their roadmap and due to be delivered this year, addressing that need for us. They even involved their UX team to reach out to me to get my feedback on how it should function!
Reason for choosing Userlane
Better multi-lingual handling, better api, better people!
Mark
Computer Software, 501-1,000 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2022
Simple yet powerful DAP with excellent support.
The evaluation and implementation phase was excellent. We are now in the hypercare phase and we are pleased with the results. Our channel partners are very impressed with the UX and it appears to be helping promote the product by providing a low/no-touch onboarding experience eliminating channel partner hesitation caused by worry that they would have to support onboarding of a SaaS application.
PROSIt was extremely easy to implement. A novice can do the programming with little skill or requirement for training. It was intuitive and quick to deploy. We launched the application 6 weeks ago and now we are carefully monitoring the analytics to ensure that it is used as expected. Aftercare support is included with Userlane with a customer success manager.
CONSThere are some limitations regarding branding and customization. However, the value for the money easily offset this limitation.
Reason for choosing Userlane
Walk.me was non-responsive. They had a superior attitude and feeling that "you deserve to choose us". They have gotten too big to care. APTY was excellent in many aspects but the product didn't meet the primary criteria for initial onboarding. The icon first brings you to a help section vs. getting started without the ability to set the default.
Vendor Response
Mark, Thank you for the detailed feedback, it is very much appreciated as it allows us to celebrate success and improve. Great to read about the ease and fast pace of the onboarding, and now with the use of our analytics views you are looking to assess and improve upon the first delivery. Analytics is one place where we pour a lot of focus and the recent and coming "improvements" will be very valuable to achieve your goals. I appreciate you sharing how you decided to partner with Userlane despite various tempting offers, as the promise of having a positive impact on your business is key to what we deliver and it start for us at the moment we meet. Would love to learn more about your business needs, let me know if you're up for a conversation. Itamar Freiman, VP Customer Success Userlane
Replied April 2022
Anton
Computer Software, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2021
Userlane
Userlane was easy to learn. The fact that the customer is able to integrate with the program and at the same time get information about the process thei're going through is great. Highlighting of a specific field is a feature we like.
CONSWhen using self hosting some features dissapear which is unfortunate. We'd like more "next" options.
Vendor Response
Hi Anton, thank you for the feedback, I love reading that your end users are being helped at the right time at the right place and that it was easy for you to learn how to utilize Userlane. Self-hosting indeed has a few small differences then the online version due to technical constraints. I'll be happy to have a conversation with you and see how can we best plan for the future with you. Itamar Freiman VP Customer Success Userlane
Replied November 2021
Tatum
Hospital & Health Care, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2021
Need something innovative and engaging? Get Userlane
Honestly, at first, their marketing and advertising caught my attention. I watched their whole series of You Tube videos that showed us how Userlane could help my company launch it's new software platform that was in development. After viewing, we reached out for a free trial of the system and I was impressed with the response and support provided and the product itself. Soon enough we were signed up with Userlane and were assigned a brilliant Customer Success Manager that was on call to help us through any hurdles and questions that we had. Our path was a bit rocky regarding our product launch (no fault of Userlane, lol) but we have now successfully launched our new software to our users with Userlane providing a cornerstone of our training experience. During my time with Userlane, new features such as Announcements, Search, Help items, and more in depth analytics have been added. Enhancements to existing features and new items are constantly in the pipeline to be improved upon or added. I know they take feedback and surveys seriously and constantly strive to make Userlane the best in the business. Which they are...
PROSIt's hard to narrow down what I like most about Userlane. I love the flexibility of setting up Userlane experiences and learning paths, the administrative options on the dashboard are customizable to suit the needs of company, and the ease of learning the interface. The customer service that has been provided from day one of exploring potential options of this type of service, to now over one and a half years later has been top notch. I don't know what I would do without our Customer Success Manager who reviews our content, makes suggestions, helps troubleshoot difficult pages, and lets us know of future enhancements.
CONSI don't have anything that I do not like about Userlane. There are improvements that I would love to see like being able to export the analytics information to PDF or to Excel, maybe getting a few more "free" segmentations for users and pages as we're currently restricted to three without having to up our contract. Userlane is still a bit "young" as a company and service, so there is still room for growth but the improvements that have already been made are wonderful and I can't wait to see more.
Reason for choosing Userlane
Honestly, the YouTube videos had much to do with the initial impression of Userlane. Those videos showed what Userlane could do.... not how to do it like the other videos and websites we viewed. Basically, Userlane showed what "could be" not the work behind it. And then the free trial and support cinched it.
Reasons for switching to Userlane
HelpHero was very, very basic in what it offered. We liked the idea behind it but needed more options and flexibility to provide the best learning experience to our users.
Vendor Response
Hi Tatum, thank you for the detailed feedback, it helps us understand what we do well and where we have opportunities to improve, which is a constant part of the Userlane mindset. Seeing that you are able to achieve the outcomes you are aiming at with the help of our solution and in partnership with the team is putting a smile on my face. If you are open to having a discussion, let me know through your CSM. Itamar Freiman VP Customer Success Userlane
Replied November 2021
Evan
Computer Software, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2021
Best Customer Service & People
Lovely. Would be nice if it had more feedback features or prompts
PROSSimple ability to setup a userlane Ability to create Userlane Folders URL & filter based visibility options and rules
CONSThe people building the userlanes are frustrated that failures are more easily identified and that the process to fix can at times be complicated to rectify and recreate the issue
Reason for choosing Userlane
Price and ease of use. Primary focus was tutorials
Vendor Response
Thank you Evan for your frank and open feedback, it is highly appreciated. It's great to read that you appreciate the value the solution brings you through its simplicity and the impact our people have on it. The product is evolving and by the second half of the year you can expect abilities along the lines you've mentioned and more, I'm sure you'll love it as some of the aspects will touch your points regarding failures. Nevertheless, I'd love to hear more about this point and will contact you to see where we can further assist. Best, Itamar Freiman VP Customer Success
Replied February 2021
Daniel
Verified reviewer
Computer Software, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2022
Userlane Review
This software is useful as it lets us reach all of our customers with custom announcements and allows us to create guides that are useful for our users and help new users understand our platform.
CONSI think there could be more customisability on the platform with guides and announcements id like to be able to format text better and include more images in announcements.
Reason for choosing Userlane
Pricing was better alongside more focus on announcments
Vendor Response
Daniel, thank you for your feedback Glad to hear your positive experience with Userlane and the value it is adding to your users. We are continuously working on improving our product and are happy to share that rich text editing is currently in our roadmap. Bengi Tetik Marketing Manager Userlane
Replied February 2023
Markus
Verified reviewer
Mechanical or Industrial Engineering, 5,001-10,000 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2020
Very powerful product
Creating a well-thought concept for guides might take a while, but the actual process of creating them is very efficient. There might be problematic steps here and there but it's fun to try to find the best way to make them work in the right context and with the right intent. We receive support and guidance always from the same customer success manager and she's doing a great job. She knows all the ins and outs and is basically part of our team. But if I had to single something out I would take the great respond time, which is a huge value to me and the whole company. Segmenting users and create contextual guides are great features. Users are not overwhelmed with information which is not relevant for their role or the context they're working on. Great user interface.
PROSUserlane is a digital adoption platform that allowed us to install custom-made interactive walkthroughs on a whole platform with mutiple different software applications. I wasn't aware that such a solution existed until a few months ago when we looked for an onboarding tool and we decided to test Userlane on our SAP Fiori platform. I'm in charge of creating guides for employees in different departments based on requirements. I'm not an end user but what's called a "Userlane manager". So my perspective is only relevant for people who will work on creating such interactive tours. In general, I really enjoy working with Userlane. It's definitely easier to create content for interactive tours than updating documents with screenshots and text. It takes some time to get used to the editor but once you get going the process is really easy.
CONSIt would be nice to have the opportunity to get all the analytics data on a excel sheet. Userlane mentioned they're currently working on it. Same goes for exporting all the content in pdf format. We had a problem once with a box blocking access to a menu. Userlane offers the opportunity to move boxes and speech-bubbles around if the system doesn't place them correctly. But in that specific case, every position was basically bad. We had to schedule a call with support to solve the problem. They showed us a workaround that eventually solved the issue. However, it could have saved us time if the workaround had been explained directly in the support documentation we researched.
Daniel
Verified reviewer
Human Resources, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2022
An easy way to familiarize new users with your software
i love it :)
PROSFor us, Userlane is a great way to get new users onboard. And that without having to program ourselves. The guides can be built from the marketing team without programming knowledge.
CONSThe training period for the backend software requires some familiarization. But we love the Userlane-Support-Team :)
Vendor Response
Daniel, Thank you for the feedback. Great to read about the flexibility and empowerment that Userlane enables for your teams and customers. As we know, onboarding and a great experience allows for retention and growth, and it's great to partner with you and help in achieving these. Itamar Freiman, VP Customer Success Userlane
Replied April 2022
Linh Dory
Verified reviewer
Information Technology and Services, 51-200 employees
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2019
Userlane works like magic!
It has been a great experience implementing Userlane in our software and working with the team at Userlane.
PROSUserlane Editor is very well-designed and user-friendly. I like how quick and simple it is to record a tutorial - I only need to click what I want my end-users to go through and ta-da a tutorial is created! I also like that I can provide additional information to the users, link each step out to a relevant article in our Help Center, add images, GIFs, emoji to my tutorials making it much more friendly to the end-users. I can also preview the tutorial before publishing it. We are now using Userlane for our product releases, but will be using Userlanes for trial user, new user onboarding, and staff training as well. The Customer Success team is extremely friendly and very responsive. I can reach out to them via email or livechat and they are always happy to help. Big shout-out to executives who have been super responsive.
CONSNot much so far. I did have lots of questions at the beginning but it's all like that when you implement a new tool - the support team is great though so this is not an issue at all. The Analytics could be improved but I know they have a plan to upgrade this feature.
Anonymous
51-200 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2021
Great software for customer onboarding and feature adoption
The tours have had a really positive impact on our customer onboarding and feature adoption. They're easy to implement. The team is fantastic. Big shout out to [SENSITIVE CONTENT] in particular who was so helpful.
CONSThe analytics could be better and I don't think the recent update helped, but there's still enough of what you need.
Vendor Response
Thank you for your frank feedback. It helps us understand what we are doing right and where we can further improve. Userlane is indeed made out of exceptional individuals that creates an amazing team and partner to align your journey with. I'm happy to read that you, as well, are seeing the impact the Userlane platform has on your onboarding and adoption. The product is constantly growing and improving and i'd love to get your feedback about it. If that's something you want to do, let me know. Itamar Freiman VP Customer Success Userlane
Replied November 2021
Milena
Transportation/Trucking/Railroad, 10,000+ employees
Used weekly for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2021
DB Cargo Review Userlane
Userlane is the perfect product for our customer onboarding as well as the support and keeps the customer posted trough the announcments functions. In any cases according the editing and problem handling Userlane supports the editors and admins.
PROSintuitive to use and easy adoption, customer friendly design, continuously new feature (announcements, search function) dashboard functions are very helpful to see the customer experience
CONSCurrently the language English isn't working correctly in our portal, but the customer service is working on that issue
Reason for choosing Userlane
easy integration of userlane (snippet) no filming of videos etc. easy handling with software updates of our own system, because Userlane adopts automatically (in some cases we edit some userlanes). Userlane is "live". Top point for purchasing Userlane for another year: Announcements
Vendor Response
Thank you Milena for your frank feedback, it is highly appreciated. I am aware of the issue that you are facing and it is being reviewed and worked on by our engineers as you know. I'm happy to see that the reasons for choosing Userlane are being applied and showing success in that short period of time, due to the intuitiveness and strong feature set. We're excited to partner with you for the coming years and create more value for you and your organization. Best, Itamar Freiman VP Customer Success
Replied February 2021
Daniel
Printing, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2021
Effective and easy to use onboarding software
Thanks to the Userlane tutorials our users have a perfect onboarding process in our software. This has helped us to improve the User Experience and significantly reduce the amount of customer support required. Working with the Userlane team has always been easy, fast and efficient.
PROSOnce the software was setup and running, I was able to manage the content of the tutorials easily myself and also add new steps in the guides any time. This way I do not depend on others to keep the content of our onboarding updated (only if complex features need to be developed). The backend is easy to use and offers sufficient customization features.
CONSIt's quite complicated to create or edit guides for a mobile software.
Vendor Response
Thank you Daniel for your frank feedback, it is highly appreciated. I'm happy to see that Userlane provides a perfect onboarding experience for your users and that it is easy to create and maintain and that you always have us ready to assist. Best, Itamar Freiman VP Customer Success
Replied March 2021
Benjamin
Renewables & Environment, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2021
Perfect for onboarding of new users
- Connection to Atlassian Confluence - Announcements for targeted groups - Edit chapters without coding knowledge
CONS- additional costs for more languages and segments
Vendor Response
Hi Benjamin, thank you for the feedback. Great to see Userlane's solution and team are helping you achieve your goals. Ease of use is a key pillar of our mission to empower you to create great experiences for your end-users while connecting you to other core elements you need for it such as with the Confluence integration. As to the additional points you've mentioned, we always strive to find valuable solutions, let's discuss. Itamar Freiman VP Customer Success Userlane
Replied December 2021
HANNAH
Education Management, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed March 2021
Once you get the hang of it, it's great!
Overall, I've really enjoyed Userlane! Our partners are always so excited to see that we have interactive tours available to them.
PROS- At least at the start, we had a really responsive and helpful Customer Success person. Their team has also done a good job reaching out to us for feedback. - Once you get the hang of building lanes, it's pretty easy (and kind of fun)
CONS- Our website had a handful of incompatibilities with Userlane that led to a need for creative workarounds, or resulted in errors. - Userlane reporting is in need of improvement (which is something I know they're working on)
Vendor Response
Thank you Hannah for your frank feedback, it is highly appreciated. Hearing from you that your partners are excited about the interactive tours is what we strive for. This is great, the combination of the ease of use of the system and of our CS responsiveness empowered you to achieve your goals. You'll be happy to hear that the analytics section is getting revamped and many more additions to the solution will be added to the functionalities. As for the more complex parts we are always available to troubleshoot together. Best, Itamar Freiman VP Customer Success
Replied March 2021
Thomas
Farming, 51-200 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2021
it's fun to use!
It's fun working with the product AND their team.
PROSIt is pretty simple to get started with Userlane and you can quickly set up your first couple of tours. Once you got the basics down you can dive in even further and we are looking forward to implementing the super pro functionalities that Userlane offers.
CONSThere is nothing I really dislike about Userlane. It just takes a little bit of time to master it - which is also fun because their Customer Success Team is so awesome!
Vendor Response
Thank you Thomas for your frank feedback, it is highly appreciated. I'm thrilled that you are able to grasp all the potential of the solution to achieve your needs through product accessibility and ease of use and that our CS organization is here for you to take you deeper when you need to achieve more complex outcomes. We're here and we'll keep it fun! Best, Itamar Freiman VP Customer Success Userlane
Replied February 2021
Robert
Financial Services, 11-50 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed November 2021
Oxceed and Userlane
The start-up help were super, [SENSITIVE CONTENT] that I had in the beginning gave us a very good introduction and help. We still struggle with some smaller problem with the combination with our platform.
PROSWhen you have finished a lane all work is done, not just have you been showed how to do the task. Were easy to get started, the hard thing were to decide on what do build userlane about. What will our customer need help with. We got some very good help in the start-up.
CONSWe have some special set up of our software that is not a perfect match for userlane. But we do have some good lanes that are used on regular basis.
Vendor Response
Hi Robert, thank you for the feedback, we are excited to hear that we are helping your company achieve its goals with the help of Userlane. Indeed once you tasted the solution and were able to create the guides, the focus is where to deploy them and we have built expertise in guiding our customers through this. Maybe corny but, oh so true, the success of our customers is our success. Itamar Freiman VP Customer Success Userlane
Replied November 2021
Mira
Human Resources, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed January 2021
The line between great support and technical limitations
Since we're using the interactive tours in a very specific way, the guys from Userlane supported us at any time to access us all possibilities.
PROS* Support is a big thing at Userlane! Thanks for your great work. * Easy use of the tool * Technical possibilities and support for unexpected difficulties
CONS* Design Limitations * Analytics section needs improvement * Possibilities to include two different kind of media in one step
Vendor Response
Thank you Mira for your frank feedback, it is highly appreciated. I'm thrilled to read your review and know that the combination of the ease of use of the system and the help our support provided empowered you to achieve your goals. You'll be happy to hear that the analytics section is getting revamped and many more additions to the solution will be added to the functionalities. Best, Itamar Freiman VP Customer Success
Replied February 2021
Thomas
Financial Services, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2022
Customer onboarding tool
Overall very satisfied as it works well for our end-users and we get a lot of feedback that the userlane tracks are very useful. We have been using the product for >1y and saw it grow exponentially so excited to see what comes next.
PROSThe insights are helpful so you can see which userlanes are used most often. The multi language option is important for us. Recording the steps works well once you are used to it. Easy to use for the end-user. Smooth integration in our own platform.
CONSThey are still a start/scale-up so not all features are as stable as expected. But this said it also gives us a lot of opportunities to talk to Userlane to get things moving when something is happening.
Vendor Response
Thomas, thank you for the feedback. Glad to read that your onboarding process was positively affected by adding Userlane. Indeed, we are making continuous progress with the tool and are improving it, based on our vision and the feedback we get from customers, such as yourself. Itamar Freiman, VP Customer Success Userlane
Replied April 2022
Karol
Legal Services, 501-1,000 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2022
It was a good choice!
As much as a very good tool, we liked the approach of Userlane. Professional, contact and flexible approach, and above all, quickly reacting. Quick response to e-mail and immediate appointments helped a lot in the rhythm of our cooperation.
PROSMany solutions use the slogan "user friendly", but this is not always true! It was different with Userlane, from working with the demo it was noticeable that you do not need technical skills to work with this tool. This is especially important because in every product who another is the owner of the product and we do not want to multiply the people involved.
CONSThere are no perfect solutions, sometimes we had to compromise because the tool was not 100% adapted to our product (this is not the fault of the tool, which must be universal, it is rather the specificity of our product)
Vendor Response
Karol, Thank you for the feedback. It is great to read that your experience with Userlane - tool and team - is very positive, it is a journey for us to ensure we provide a great solution via a great experience. Itamar Freiman, VP Customer Success Userlane
Replied April 2022
Anonymous
2-10 employees
Used monthly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2022
Implementing Userlane in the HR context
Userlane really helps users to learn new softwares in a modern way without overhelming them. You can easily combine it with software trainings to give all users a feeling of security - you get help within the system whenever you need it. Also for administrators the new analytics dashboard is very helpful. If there are any problems or mistakes with some guides you can see it directly in the dashboard and solve it. In addition adding new guides oder changing existing ones is pretty easy and implementable for anybody, even without coding skills.
CONSA feature that could be really helpfull in the future is an integration with ticketing systems. Thereby the connection to the support, if users need it, can be improved within the system that is used.
Vendor Response
Thank you for the detailed feedback. We strive to make it easy to create guides and to know where to focus on improvements and fix issues, all while providing a great experience for your customers, navigating through the guide. We enable various types of connections to third party systems and, I believe, we already can help you solve the issue in your suggestion; please contact your Customer Success Manager or via our support ticket and we'll find out. Itamar Freiman, VP Customer Success Userlane
Replied April 2022
Niek
Information Technology and Services, 51-200 employees
Used monthly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2022
Easy integration and much better onboarding experience for our customers.
Userlane is really helping us in onboarding new customers and explaining new functionality to our users.
PROSVery easy to create Userlanes. By using the Userlane plugin everybody can create Userlanes without a lot of technical knowledge. No coding required! Easy to use dashboard for analysis.
CONSBecause Userlanes are built on top of the HTML DOM structure they sometimes 'break' after a new release and take some time to fix.
Reason for choosing Userlane
Easy integration and friendly contact with the organization.
Vendor Response
Niek, thank you for your feedback It is great to hear you had a positive experience with creating guides on Userlane. Stability is a top priority for us, and are continuously working to make guides as stable as possible! Bengi Tetik Marketing Manager Userlane
Replied February 2023
Anika
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed January 2018
Userlane is helping us to offer immediate and professional support to our customers.
Userlane is helping us to offer immediate and professional support to our customers.
PROSWe are especially enthusiastic about the focus on supporting start-ups in their founding phase. We are benefiting from the idea to help young companies that have not the resources and opportunities to fully support their new customers yet.
CONSThe implementation was at the first time challenging us a bit but not more than the first use of any other tool. After a while you get used to it and learn how to get the best overview of all functions and possibilities.
James
Information Technology and Services, 51-200 employees
Used monthly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2020
Easy and effective
We've long wanted to increase self-service for training, and this is exactly the tool we need to do that. Now our challenge is mainly increasing adoption among our users, but Userlane is regularly developing useful tools to do that, such as promoting specific lessons and announcing updates through Userlane itself.
PROSFrom a technical perspective, Userlane is very easy to work with. Our development team was able to add it to our product's UI quickly, and updating individual lessons or chapters is intuitive and immediate, without needing any additional help from the development team.
CONSWe don't have a huge number of users, and it's difficult to filter out internal users, which makes interpreting the usage analytics rather difficult.
Vendor Response
Hello James, Thank you for your frank feedback, it is highly appreciated. It is always great to hear how the ease of use and intuitiveness of our solution made your work easier and empowered you to achieve your desired outcomes, without any overhead. In regards to your additional point, a revamp of the Analytics module is underwork and soon you will be able to benefit from it. Best, Itamar Freiman VP Customer Success Userlane
Replied January 2021
Santino
Education Management, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
4
Reviewed May 2022
Userlane Review
Userlane has a wonderful UI that is aestethically pleasing. Multilingual feature is an excellent option for diverse workforces. The technical support team were extremely helpful in all instances that they were called upon.
CONSNo major issues have been experienced with the platform so far.
Vendor Response
Santino, thank you for your feedback It is great to hear your positive experience with the Userlane team and that you find our multilingual feature beneficial. Bengi Tetik Marketing Manager Userlane
Replied February 2023
Anonymous
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2017
I highly recommend this in-app help to simplify user onboarding
- better user onboarding - more user engagement - higher conversion rate
PROS- easy to install, implement and maintain - no technical hurdles - customizable - great customer support - regular releases of new features - great user experience - users get in-app interactive help on the spot - improves user engagement and user onboarding
CONS- no pricing model for starters with only a few end-users - no downloadable analytics reports (but coming soon)