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Userlane

Score10 out of 10

5 Reviews and Ratings

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What is Userlane?

The technology developed by Userlane is designed to guide users through software like a GPS turn-by-turn navigation system. The vendor says this allows every user to operate even complex software on a professional level without any learning curve.

Userlane includes interactive step-by-step guides, which can be implemented on top of every existing web-based software or e-commerce website. These interactive guides lead every user through all processes and show them live within the software where to click next - just like the GPS navigation system in cars offers its driver turn-by-turn advice how to optimally reach his or her destination.

Unlike video tutorials, the Userlane technology is integrated into the software. Users receive interactive guidance, while they are already working in the application itself. The vendor says this allows companies to improve their onboarding experience, reduce support and employee training costs and implement new software products more efficiently.

Categories & Use Cases

Media

Screenshot of Explanation of the action which has to be taken by the user.

Screenshot of Explanation of the action which has to be taken by the user.

Reviews

What users are saying about Userlane.
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A very good employee Training and support software

Incentivized
Ashish Ranjan Naik
Vice President of Sales in Sales at FIT LLC (1-10 employees employees)

Pros

  • Personalized training
  • Organic learning experience
  • On-demand contextual help
  • Proactive support and training
  • 24/7 Support
  • step-by-step interactive guidance

Cons

  • Need to Improve User level analytics
  • Need to Improve UX/UI
  • Need to improve reporting
  • More option to export the analytics report ,Currently you can export in PDF.

Most Important Features

  • Ease of use
  • Easy to Integrate the API
  • Customer Service
  • Training and support

Return on Investment

  • It save a lot of money in Training
  • It save a lot of expenses in Travel expenses for physical Training and support
  • Easy to use,It helps to increase the productivity of employees.So you save lot of money

Alternatives Considered

Whatfix, Appcues and TourMyApp

Other Software Used

Appcues, Whatfix, TourMyApp

Most agile Digital Adoption Platform - received great user feedback

Verified User
Vice-President in Information Technology (501-1000 employees employees)

Use Cases and Deployment Scope

We work with Userlane across several applications to reduce the friction our employees experience with complex workflows. We had launched a new application and realized that despite the effort we had put into training our users, most people were still using the previous "old" application which made it impossible for us to sunset it at the date we had planned. Userlane helped us improve the experience on the new application and we were able to get people to accept and actively use the new application within a few weeks. This helped us cut the cost of running two systems in parallel. Additionally, we also received positive feedback on the Userlane assistance from our users.

Pros

  • Stellar user experience - best one we saw in our vendor comparison.
  • Fast to setup and easy to maintain.
  • Great support and advice, very pleasant interactions.
  • Easy to scale across multiple applications.

Cons

  • Currently only for web-based applications.
  • Some vendors have a lower price point.

Most Important Features

  • Interactive Guides & tooltips
  • Assistant widget with integration to knowledgebase and support
  • Usage analytics

Return on Investment

  • High ROI as we could finally sunset an old app and migrate all users to the new one.
  • Support tickets have significantly gone down and we could reduce call-center cost.
  • Positive user feedback has been great to motivate the team.

Alternatives Considered

WalkMe, Whatfix and Pendo.io

Other Software Used

Celonis, Nexthink, LeanIX Enterprise Architecture Suite (EAS)

Usability

Userlane Overview

Incentivized
Verified User
Employee in Engineering (1001-5000 employees employees)

Pros

  • Unbiased people and company.
  • Professional team.
  • Solution oriented team.

Cons

  • More [in] depth analytics required.
  • Support should address more individual customer needs.
  • Direct synchronization with CRM would be beneficial.

Most Important Features

  • Virtual Assistance
  • On-screen Support
  • Professional Team

Return on Investment

  • Virtual Assistants - No investment on team required.
  • User friendly interface.
  • Promotion features would increase investment cost.

User onboarding at its best

Incentivized
Verified User
Professional in Engineering (1-10 employees employees)

Pros

  • Easy to implement, started within a day on our live stage.
  • Superior user onboarding.
  • Excellent customer support.

Cons

  • Downloadable analytics.
  • Promotion feature.
  • Selling features.

Return on Investment

  • Higher conversion rate.
  • Less support needed.
  • Proactive communication solves the most user questions.

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