#1 most frequent
United States of America
58.3%14 installations of 24
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.
Categories & Use Cases
Media
Screenshot of Explanation of the action which has to be taken by the user.
Who Buys & Uses Userlane
#2 most frequent
Germany
20.8%5 installations of 24
#3 most frequent
Switzerland
8.3%2 installations of 24
A very good employee Training and support software
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
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
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
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.
