--- title: "Userlane Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Userlane. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Userlane is a good fit for you!" source_url: "https://www.softwareadvice.com/hr/userlane-profile/reviews/" page_type: "reviews" language: "en" --- [Home](https://www.softwareadvice.com/) / [Change Management Software](https://www.softwareadvice.com/change-management/) / [Userlane](https://www.softwareadvice.com/hr/userlane-profile/) / Userlane Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/hr/userlane-profile/) Reviews # Userlane User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 47 ### Secondary ratings - Ease of use: 4.4/5 - Customer support: 4.9/5 - Value for money: 4.4/5 - Functionality: 4.2/5 ### Rating distribution - 5 stars: 26 reviews (55%) - 4 stars: 19 reviews (40%) - 3 stars: 2 reviews (4%) - 2 stars: 0 reviews (0%) - 1 star: 0 reviews (0%) ### Most mentioned pros - 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. - 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. - 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. ### Most mentioned cons - The only difficulty, for me personally, is the lack of knowledge in programming which will come in a later stage. - It's quite complicated to create or edit guides for a mobile software. ## Userlane customer reviews Showing reviews 1-25 of 47 (page 1). ### The best SaaS onboarding software on the market - Overall rating: 5/5 - Reviewer: Alex K. - Verified reviewer: Yes - Industry: Automotive - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: June 2019 - Review source details: This review was submitted organically. No incentive was offered 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! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Userlane 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! #### Cons There 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! 🙌 #### Reasons for choosing Userlane Better multi-lingual handling, better api, better people! --- ### Need something innovative and engaging? Get Userlane - Overall rating: 5/5 - Reviewer: Tatum F. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: November 2021 - Review source details: This review was submitted organically. No incentive was offered 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... #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It'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. #### Cons I 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. #### Reasons 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 --- ### Userlane - Overall rating: 3/5 - Reviewer: Anton A. - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: November 2021 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros 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. #### Cons When 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 --- ### Simple yet powerful DAP with excellent support. - Overall rating: 4/5 - Reviewer: Mark E. - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 employees - Product usage: Used daily for less than 6 months - Reviewed: March 2022 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It 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. #### Cons There are some limitations regarding branding and customization. However, the value for the money easily offset this limitation. #### Reasons 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 --- ### Best Customer Service & People - Overall rating: 4/5 - Reviewer: Evan B. - Verified reviewer: Yes - Industry: Computer Software - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2021 - Review source details: This reviewer was invited by the software vendor to submit an honest review. Lovely. Would be nice if it had more feedback features or prompts #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Simple ability to setup a userlane Ability to create Userlane Folders URL & filter based visibility options and rules #### Cons The 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 #### Reasons 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 --- ### Userlane Review - Overall rating: 4/5 - Reviewer: Daniel M. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: September 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros 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. #### Cons I 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. #### Reasons 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 --- ### DB Cargo Review Userlane - Overall rating: 4/5 - Reviewer: Milena D. - Industry: Transportation/ Trucking/ Railroad - Company size: 10000+ employees - Product usage: Used weekly for less than 12 months - Reviewed: January 2021 - Review source details: This reviewer was invited by the software vendor to submit an honest review. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros intuitive to use and easy adoption, customer friendly design, continuously new feature (announcements, search function) dashboard functions are very helpful to see the customer experience #### Cons Currently the language English isn't working correctly in our portal, but the customer service is working on that issue #### Reasons 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 --- ### Very powerful product - Overall rating: 5/5 - Reviewer: Markus M. - Verified reviewer: Yes - Industry: Mechanical or Industrial Engineering - Company size: 5001-10000 employees - Product usage: Used daily for less than 6 months - Reviewed: February 2020 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Userlane 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. #### Cons It 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. --- ### An easy way to familiarize new users with your software - Overall rating: 5/5 - Reviewer: Daniel D. - Verified reviewer: Yes - Industry: Human Resources - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2022 - Review source details: This review was submitted organically. No incentive was offered i love it :) #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros For 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. #### Cons The 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 --- ### Great software for customer onboarding and feature adoption - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used weekly for less than 12 months - Reviewed: September 2021 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros 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. #### Cons The 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 --- ### Easy to use and great customer support - Overall rating: 5/5 - Reviewer: Marielle K. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used weekly for less than 12 months - Reviewed: March 2022 - Review source details: This review was submitted organically. No incentive was offered Great, I do appreciate the support from the team! #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It is a great tool to support our customers during the onboarding process. Statistics and data help us to identify customer engagement during that phase. The Userlane support is great and always offers support when needed. #### Cons It takes a bit of time to get used to using the tool and learn how to create guides. Sometimes, it can be challenging to change steps in an existing guide. #### Vendor response Marielle, Thank you for the feedback. It is great to read that the Userlane tool and support empowers you to achieve your goals of engaging with your end customers. We are continuously evolving the product and you'll experience very soon a new ability that I believe will help reduce your maintenance effort even further. I appreciate the feedback. Itamar Freiman VP Customer Success Userlane Replied April 2022 --- ### Easy and effective - Overall rating: 5/5 - Reviewer: James L. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used monthly for less than 2 years - Reviewed: December 2020 - Review source details: This reviewer was invited by the software vendor to submit an honest review. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros From 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. #### Cons We 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 --- ### Userlane is helping us to offer immediate and professional support to our customers. - Overall rating: 4/5 - Reviewer: Anika V. - Product usage: Used daily for less than 12 months - Reviewed: January 2018 - Review source details: This review was submitted organically. No incentive was offered Userlane is helping us to offer immediate and professional support to our customers. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros We 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. #### Cons The 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. --- ### Great platform - Overall rating: 5/5 - Reviewer: Bertine R. - Verified reviewer: Yes - Industry: Leisure, Travel & Tourism - Company size: 51-200 employees - Product usage: Used weekly for less than 6 months - Reviewed: February 2022 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It is very easy to implement and maintain. Customer support is great as well. It helps our customers make better use of our software. #### Cons Sometimes a Userlane breaks down without any good reason. However, this is easy to fix. #### Vendor response Bertine, Thank you for the feedback. It is great to read that your overall experience with Userlane is great and that it is positively impacting your end users. Maintenance is key and the ability to swiftly understand where there is an issue with a guide and fix it, is something that we pour a lot of efforts in, do let us know when you have issues you do not understand the cause of, as we will probably be able to assist. Itamar Freiman VP Customer Success Userlane Replied April 2022 --- ### More than a Step-by-Step Guide - Overall rating: 5/5 - Reviewer: Ashley B. - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used weekly for less than 6 months - Reviewed: January 2019 - Review source details: This review was submitted organically. No incentive was offered My overall experience is very positive; the people work hard and the product is great to use. It's easy to share and collaborate on the lanes and it is very user-friendly. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I really enjoyed how easy this product is to use; as soon as I had it running I was able to make my first lane relatively quickly. I also like how the style of the lanes are completely customisable and can be changed to match the style and feel of the company I work for. On top of the product being great, the people who work at Userlane are very nice and friendly, and have responded quickly to my questions. Every time I spoke to someone, they were extremely helpful and guided me in the right direction. #### Cons The only thing I would like is to be able to change the speed of the "Autofill" text, but I have already spoken with someone and they are looking into it. --- ### Great way to explain your SaaS product to your customers - Overall rating: 5/5 - Reviewer: Sebastian M. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used monthly for less than 12 months - Reviewed: January 2018 - Review source details: This review was submitted organically. No incentive was offered happy customers and less support requests #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Userlane is a clever way to guide your customers through your software. The integration is quickly done and you can immediately start using the software. It is easy to create userlanes and in most cases self explaining. If there is anything unclear, the support will help you out by mail or phone, what I consider as a big plus. #### Cons Although I can fully recommend this tool, in my opinion an autosave function would be great to avoid the loss of unsaved userlanes when clicking a wrong button. --- ### Implementing Userlane in the HR context - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Management Consulting - Company size: 2-10 employees - Product usage: Used monthly for less than 2 years - Reviewed: March 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros 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. #### Cons A 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 --- ### Customer onboarding tool - Overall rating: 4/5 - Reviewer: Thomas L. - Verified reviewer: Yes - Industry: Financial Services - Company size: 51-200 employees - Product usage: Used weekly for less than 2 years - Reviewed: March 2022 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The 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. #### Cons They 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 --- ### Effective and easy to use onboarding software - Overall rating: 5/5 - Reviewer: Daniel R. - Verified reviewer: Yes - Industry: Printing - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2021 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Once 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. #### Cons It'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 --- ### Perfect for onboarding of new users - Overall rating: 4/5 - Reviewer: Benjamin G. - Verified reviewer: Yes - Industry: Renewables & Environment - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: November 2021 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros - 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 --- ### It was a good choice! - Overall rating: 5/5 - Reviewer: Karol K. - Verified reviewer: Yes - Industry: Legal Services - Company size: 501-1000 employees - Product usage: Used daily for less than 6 months - Reviewed: March 2022 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Many 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. #### Cons There 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 --- ### Oxceed and Userlane - Overall rating: 4/5 - Reviewer: Robert P. - Verified reviewer: Yes - Industry: Financial Services - Company size: 11-50 employees - Product usage: Used weekly for less than 2 years - Reviewed: November 2021 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros When 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. #### Cons We 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 --- ### it's fun to use! - Overall rating: 5/5 - Reviewer: Thomas B. - Verified reviewer: Yes - Industry: Farming - Company size: 51-200 employees - Product usage: Used weekly for more than 2 years - Reviewed: January 2021 - Review source details: This reviewer was invited by the software vendor to submit an honest review. It's fun working with the product AND their team. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It 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. #### Cons There 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 --- ### I highly recommend this in-app help to simplify user onboarding - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: October 2017 - Review source details: This review was submitted organically. No incentive was offered - better user onboarding - more user engagement - higher conversion rate #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### 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) --- ### Once you get the hang of it, it's great! - Overall rating: 4/5 - Reviewer: HANNAH S. - Verified reviewer: Yes - Industry: Education Management - Company size: 51-200 employees - Product usage: Used weekly for less than 2 years - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, I've really enjoyed Userlane! Our partners are always so excited to see that we have interactive tours available to them. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### 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 ## More reviews [Next reviews](https://www.softwareadvice.com/hr/userlane-profile/reviews/?page=2) --- Userlane Reviews, Pros and Cons - 2026 Software Advice