Although this live chat solution isn't as well-known as some of the other providers, it definitely makes an interesting first impression. Userlike comes from Germany, and, being a European company it naturally supports all the EU privacy laws (GDPR etc.).

But that’s just one of a surprisingly long list of perks. Feature-wise, it more than holds its own against big-name competitors like LiveChat and Olark, offering advanced features such as multichannel messaging, asynchronous chat, voice and video calls, screen sharing, a chatbot API, and more.

All of this forms part of Userlike’s Unified Messaging offering - a way to help companies continue conversations with clients across various sessions (and even channels), and forge stronger customer relationships.

With all this in mind, you might be wondering: is Userlike right for my business? Read on to see if it’s worth your time.

Screenshots

Userlike Pricing

$0

Free

Includes 1 widget, 1 agent and unlimited chats

$90

Team

Includes 4 agents, 4 chat widgets, 1 additional channel and allows access to integration

$290

Corporate

Includes 10 agents, 10 chat widgets, 3 additional channels and video calls

$720

Business

Includes 20 agents, 20 chat widgets, 5 channels, chatbots and skill-based routing

Prices for annual billing.

Pro / Cons of Userlike

Unified Messaging

Userlike are serious about providing a communication channel that goes beyond your standard website messenger. Asynchronous chats and integrations with WhatsApp, Facebook Messenger, SMS and email are all possible

Calls and screen sharing

Voice and video calls are a relatively new addition, as is screen sharing.

Multilingual features

With live translations and customizable texts, Userlike helps you serve a global audience

Setup is not always very intuitive

Unfortunately, the awkward interface and navigation don’t do the feature range justice, although we are seeing improvements in some areas (e.g. the modern-looking Message Center)

Automated messages / triggered chats

Although proactive chats and “widget routers” are possible, they are not as advanced as they could be

Chatbots not easy to set up

While this feature was offered in the past, chatbots are now something that can only be set up via API, or through programming (using the Userlike Bot Language)

Rating Details

criterion rating comments

Ease of use

The interface isn’t the most exciting, nor is it the most intuitive we’ve used. A few settings are a bit more complicated than they need to be, such as setting up the widget routers and chatbots. But it’s not overwhelming, either: it just takes some getting used to.

Setup

Copy and paste the code into your site or use one of their plugins. It always takes a few moments until chat widget changes become active, which can be a bit frustrating at times.

Themes and Style Options

The design customization options aren’t extensive, but you can do the basics – change the main color, chat button, and use a custom font. That being said, the options for customizing text are fantastic; you change the wording for pretty much anything, including buttons and tooltips.

Chat client

To the customer, the chat window looks modern, integrating nicely within the site. Shows a photo of the agent. Users can send files, rate their chat experience after the chat is over and also request a transcript.

Chat agent console

Userlike’s Message Center looks a lot more modern than the rest of the backend and is easy to navigate. You can view live conversations, past ones, and contact profiles in a CRM-like view.

Automatic messaging

This is probably Userlike’s weakest point. Although you can create “widget routers” to set up rule-based triggers, the conditions for (e.g. URL visited, customer location) are limited. You also have to embed a piece of code on your site for every widget router you want to use.

However, you can set up timer-based “proactive chats” fairly easily, as well as goals for specific actions (e.g. user bought something after chatting to an agent). Behavior-based triggers can only be implemented by altering the code.

Offline mode

Let visitors leave messages, or hide the chat window when your team is offline. Asynchronous chats are also possible – if you send a message to a contact while they’re offline, they’ll get notified via email, and can pick up the conversation again whenever they’re ready.

Shortcuts / canned messages

Canned messages can be set up easily (chat macros) as well as push macros (specific URLs that you can push your visitors to).

Tracking & live analytics

Yes

Once you are engaged in a chat (not before), it will show detailed user information like the country, city and the visitor’s current page.

Multiple languages

You can use Userlike in 7 languages (English, German, French, Spanish, Italian, Dutch & Portuguese). It’s also possible to customize interface texts and/or to create chat widgets in different languages – Userlike offers default text for around 20 languages.

One excellent feature is Live Translation, which lets you translate your messages into one of 10 languages, and to translate visitors’ responses back to your preferred language.

Ticketing system

No

Userlike don’t offer a solution for this.

Integrations and add-ons

Yes

Zendesk, Highrise, Salesforce and many more. The list of messaging channels that can be integrated is also impressive – WhatsApp, Facebook Messenger, SMS and email, plus more via API.

Team Management

Yes

You can assign skills, roles and aliases to your agents. What’s more, you can also define agent groups (e.g. “English”, “Spanish”). Userlike favours existing relationships so if an agent has spoken with the visitor previously, they will get assigned to them if they are available (they call this “Sticky Chat”). Users are also able to select between different groups, or can be assigned to an agent based on their skill-set. You can also transfer chats within your team.

Mobile support / apps

Yes

Works very well for website visitors on mobile devices – it adapts very well to small screen sizes.

Voice/video calls

Yes

Both voice and video calling are available if you have the Corporate plan. Calls can only be initiated by chat agents. Sending voice messages (by both parties) is also possible.

Cobrowsing

Yes

Screen sharing is available as part of the voice and video calls service.

Ban users

Yes

Type $block to ban a user. The chat client will not appear anymore for this user.

Log creation

Yes

All chat conversations are stored and can be accessed through the Message Center.

Support

Yes Live Chat

Yes Email

No Phone

Their personal support worked really well in our tests. They also have plenty of tutorials available, although some seem a little outdated (e.g. promoting features that are no longer available). Being able to search through the tutorials would also be useful.

Overall rating

4.0/5

The range and quality of features is excellent. The main things we’d like to see Userlike improve are ease of use, and its automated/triggered messages – there are other live chat providers that do these better.

Conclusion

All in all, Userlike is a solid solution although we felt the user-experience, and some of the features, could still be better. There were a few settings in the setup of the chat widget and routers that we didn’t find that intuitive. And it’s not possible to set up chatbots unless you have programming knowledge. On the bright side, you are able to easily call, screen share and request screenshots from your visitors, which can solve a lot of issues very quickly.

On the whole, they get a big thumbs up for their efforts towards providing a complete Unified Messaging solution. We love that customers can continue conversations across different sessions, and can even access past chats from any device, simply by entering their email address. And the ability to integrate with popular messaging channels such as WhatsApp and Facebook Messenger means that businesses can service an even wider audience.

So, depending on the features you need, Userlike can be a good choice. We see particular strengths in their multilingual availability, survey and chat rating options as well as their CRM integrations. Getting live support in a European time zone and the possibility to switch off the collection of private user data can be a distinctive advantage for companies located in Europe.

It’s great that Userlike offers a free plan, which is plenty to get started and might even be enough for a small business to run their live chat out of. They offer three different pricing tiers, and a 14-day free trial, although you’ll only be able to use the features offered on the Team plan. To use features such as analytics, video calls, screen sharing and widget routers, you’ll need to upgrade to a higher plan.

> Go to Userlike.com and try it for free

About Inka Wibowo

inka wibowo

Hi! My name is Inka Wibowo. I started using website builders and content management systems over 10 years ago, when I managed websites for clients in my first marketing role. Since then, I've worked on hundreds of web and digital projects. Now, at Tooltester, I'm happy to be able to use my experience to help users like you find the right website builder for your needs.

Latest Review Updates

19 Nov 2021 - General updates, review moved to Tooltester.com
27 Sep 2017 - General updates, new chatbot feature.
15 Jul 2015 - Review of the new interface, screenshots updated.
07 Aug 2014 - New chat widget, improvements for mobile users, co-browsing added.
26 Feb 2014 - More languages, chat protocols, and a few other updates.
08 Mar 2013 - The web console now features user statistics.
15 Nov 2012 - The Free plan was discontinued, pricing changes.
29 Aug 2012 - Initial tests.

Comments

Back to top