Userlike

RATING:

4.61

(637)

About Userlike

Userlike is the leading software for live chat and customer messaging in Germany that offers businesses a central inbox for all messaging channels such as website chat, WhatsApp, Facebook Messenger, SMS and more. From here, all messages can be processed with professional service features such as message templates, live translations, file sharing and intelligent routing. Userlike has a powerful website messenger that companies can integrate into their website in just a few steps. The live chat tool lets your customers choose to either have a real-time conversation or continue it at a later time - just like their favorite messaging apps. For complex inquiries or product demos, the software gives agents the ability to switch from a chat to a browser-based video call wi...

Awards and Recognition

FrontRunner 2021
Software Advice's FrontRunners report ranks top products based based on user reviews, which helps businesses find the right software.

Userlike Pricing

Start with our free trial, no credit card is required. Then decide whether to go with our free product or one of our premium plans, outlined below: Team: $100/month (billed monthly) or $90/month (billed annually) or $80/month (billed biennially) Corporate: $320/month (billed monthly) or $290/month (billed annually) or $256/month (billed biennially) Flex: Contact Userlike for custom quote

Free trial: 

Available

Free version: 

Available

The Website Messenger
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Userlike Reviews

Overall Rating

4.61

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Showing 1 - 5 of 630 reviews

User Profile

James

Verified reviewer

Industry: Internet

Time used: Less than 6 months

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

November 2017

Use this for webchat on a busy site - does a great job

contact with sales leads that otherwise we would have missed - they are reluctant to fill out a form and mostly are just looking for some reassurance about their product selection. A little reassurance results in a sale instead of an abandoned cart.

Pros

Different widget configurations means I can make a different approach for sales leads or tech support. The sales chat can be more proactive, and the tech support more passive. They also have a simple conversation feature that we may use for out-of-hours / busy times as it's a little more friendly than just asking a user to fill in a form. Works with standard desktop chat clients, so online/away works really well.

Cons

The help page on mobile was out-of-date and didn't include a known issue that causes the text to become tiny, for which there is a simple answer. The graph showing chat frequency is good, but the entire section labelled "Analytics" is blank - its a cost option, but odd to show it all blank.

User Profile

Abimbola

Verified reviewer

Company size: 51-200 employees

Industry: Entertainment

Time used: More than 2 years

Review Source: Capterra 

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

June 2018

Effective but a mobile app is a must.

Pros

Userlike has a clear and clean user interface, which affects my daily work experience as an helpdesk support officer positively. User like provides me with archives of my past communication with web visitors and this gives me a better idea of previous issues a particular visitor has had,this is especially helpful if the visitor is coming back to complain about an issue earlier addressed. User like provides my organizations support department with adequate online support whenever we need it and our customer care team has obviously learnt one or two things from them over the last two year period.

Cons

Lack of a mobile app. Has made it difficult working from home.I will like to be able to multi-task during times when I am responding to our customers while working from home(weekends). However this isn't the case,as I must be on sit with my pc whenever I am to use User like.

Anonymous

Time used: Free Trial

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

3

VALUE FOR MONEY

3

CUSTOMER SUPPORT

4

FUNCTIONALITY

3

March 2018

Chat with your site visitors

Pros

It was easy to set-up on our website as there is a WordPress plugin available in the repository, and the chat window gave good information.

Cons

The mantra of "Decisions not options" for software development has not made it yet to UserLike team. The number of decisions you need to make before you can set-up your chat successfully is to high to get to 'instant gratification'. What made it very awkward was that you as a support rep actually have to physically be logged in on the UserLike website to be able to be 'available' for a chat and respond to chats. A browser extension for Firefox or Chrome would take care of that issue. We would have wanted a few more settings available on our site to modify, and stay on our site. We opted for a on-site installation of another system at the end.

User Profile

Oscar

Verified reviewer

Company size: 501-1,000 employees

Industry: Internet

Time used: Less than 2 years

Review Source: Capterra 

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

3

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

June 2018

Impressive customer support.

Pros

Userlike provides my team with analytical insights about our website traffic which our sales and marketing and product design departments have found very useful over the years.While also providing us with great support on every occasion when we have needed an helping hand with the Userlike program. I particularly will commend the selflessness of two reps of the Userlike support team , who have at times gone out of their way ,just to ensure we get the best experience using Userlike.

Cons

New agents we introduce to Userlike , take almost a week to fully figure out the navigation of this program and this is a pointer that it isn't an intuitive customer support program to use. Userlike's user interface must be re-engineered for the best experience for helpdesk agents.

User Profile

Nguyen

Verified reviewer

Company size: 201-500 employees

Industry: Financial Services

Time used: Free Trial

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

3

March 2018

Good value for money in overall despite few instabilities in oeration

A good value for money, specially for small and medium size company with lots of useful features and exceptional ease of use

Pros

Very easy to use menu and dashboard. Powerful configuration, specially wording config. Chat butler is simple kind of bot but quite interesting, surprisingly at the entry-level pricing. Features like data export and chat-URL-source tracking are essentially useful to us to track down and measure digital marketing activities. Pricing is competitive given ranges of features provided. Package Team shall fit majority of small and medium business.

Cons

A capable chat bot would be useful even at a premium. Some instabilities are noted such as chat disappeared when both agent and customer were actually online, customers were shown offline message when agent was online

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