Userlane for Customer Experience: Features, Pricing, and Review
Looking for an effective customer experience tool and wondering if Userlane is the best option for your SaaS company?
With numerous Userlane alternatives, it can be challenging to make a final decision.
In this article, we’ll delve into precisely that – helping you determine whether Userlane is the ideal choice for your customer experience needs. We’ll explore its features, pricing, and offer a comprehensive review to aid in your decision-making process.
Let’s get started!
TL;DR
- Userlane is a good choice for customer experience and it comes with features such as user segmentation, Interactive user guides, in-app support, and self-service support. While Userlane is undoubtedly powerful, certain scenarios might necessitate exploring alternatives.
- Extensive Third-party Integrations: While Userlane offers some key integrations if your business heavily relies on a diverse range of third-party tools and you need a seamless, in-depth integration for all of them, you might want to explore platforms like Pendo or Mixpanel that offer broader integration ecosystems.
- Budget Constraints: While Userlane offers a plethora of features suitable for established enterprises or growing companies, it might be beyond the reach of early-stage startups with limited funds. If you’re on a strict budget and looking for a more affordable solution, platforms like UserGuiding, Intercom, or Intro.js might be more aligned with your financial constraints.
- Complex Customization Needs: If your platform requires highly specialized or intricate onboarding experiences that go beyond standard walkthroughs and tooltips, you might find Userlane’s customization options a bit restrictive. In such cases, tools like WalkMe or Appcues, known for their deep customization capabilities, might be a better fit.
- If you’re looking for a better option for customer experience, Userpilot exceeds both functionality and value for money compared to Userlane.
- Ready to see Userpilot in action? Schedule a demo today to explore its powerful customer experience capabilities firsthand.
Looking for a Better Alternative for Customer Experience? Try Userpilot
What is Userlane?
Userlane is a no-code digital adoption platform used to measure how employees use applications, identify areas for improvement, and offer real-time guidance directly within any application.
In addition, it allows you to get a real-time view of digital transformation progress in your organization. You can now delve deeper into user behaviors across different applications and analyze engagement levels so you can optimize user experiences.
Must have features of customer experience tools
Here’s what to look for before choosing your customer experience tool:
- UI patterns such as tooltips, driven action, and interactive walkthroughs to help you implement proactive support.
- Customer engagement tracking for collecting customer experience data.
- Microsurveys for collecting customer experience feedback or building user persona for product personalization.
- Advanced segmentation options such as need-based and behavioral segmentation to personalize your user’s experience based on their needs and goals.
- Analytics dashboard to collect customer experience insights — by tracking user data events, feature usage, survey statistics, etc.
Userlane features for customer experience
Userlane is not designed as a customer experience platform. However, it helps create different user segments for each customer depending on their preferences and specific needs.
Using a specialized tool is always going to cost less money and time. That’s why we recommend Userpilot for customer experience—since it’s probably the most cost-efficient product management tool to apply all these tactics (and you don’t need to code).
Userlane’s user segmentation
Userlane has an Advanced Segmentation Builder to help you target different user segments.
Here’s how it can work:
- You can create and display interactive user guides tailored to specific users based on their context. This way, the guidance is relevant to the users.
- Teams can customize interactive guides based on different roles within the team. A role-specific offers a more personalized user experience.
- You can target individual users through their unique IDs. This way, each user receives only the relevant guidance.
Userlane’s Interactive user guides
With the Userlane Editor, you can create powerful interactive guides within applications, enhancing user experiences and facilitating content creation and editing.
You can create guides within the application or tooltips to add explanations to an element within the application for your users. Let’s take a look at how Userlane can help you create interactive user guides:
- Real-time assistance: Userlane’s interactive guides are more than just pop-up hints. They provide context-aware help right when and where a user needs it. If a user seems stuck or unsure of the next step, Userlane’s guides can nudge them in the right direction, ensuring they’re not frustrated or overwhelmed.
- Sleek learning path: Userlane allows the creation of adaptive learning paths. This means the guides can adjust in complexity and depth based on the user’s previous interactions, ensuring a customized and efficient learning experience. The platform’s no-code functionality allows these adaptive paths to be set up without needing to delve into complex coding or scripting.
- Seamless integration: Userlane understands that users have different learning preferences. Some prefer text, while others benefit from visuals or videos. The platform seamlessly integrates multimedia elements into the guides, ensuring a comprehensive and engaging learning experience.
Userlane’s in-app support
Two ways Userlane provides in-app support to users are:
- Userlane Assistant: Userlane Assistant is Userlane’s main navigation tool. It helps users access content, guides, and announcements.
- Userlane onscreen guides: Userlane guides walk users through product features in real time. This way, users can advance at their own pace while they continue their tasks within the software application. You can also pause and resume each interactive user guide at your convenience. An awesome feature of the guide is the flexibility. Businesses can customize guides and target them toward specific audiences. This ensures that the right information gets to the right people at the right time.
Userlane’s self service support
It’s one thing to build a great product; it’s another thing to build a system of quality support for your users. They’re functional and emotional experiences can determine customers’ overall satisfaction.
What does self-service support entail?
It entails building solutions that are easily accessible and discourage customers from immediately seeking one-on-one support from an agent.
Here are the features of Userlane for self-service support:
- Interactive Onboarding Guides: Userlane provides step-by-step on-screen guidance, ensuring users understand how to use software or platforms without needing external help.
- Real-time Support: Instead of searching through FAQs or documentation, users receive immediate help directly within the application, reducing the need for support tickets.
- User Analytics and Feedback: This allows you to understand where users might get stuck or confused, enabling continuous improvement of the user experience and promptly addressing potential support issues.
What are the pros and cons of Userlane?
Userlane’s pros
Higher productivity, less support effort, and happier users are what Userlane is created for. From a vast spectrum of capabilities to elegantly crafted UI elements that cater to any walkthrough, regardless of its level of customization, Userlane stands out as a robust platform to bolster user engagement and product familiarization.
Let’s dive into the pros of using Userlane:
- Streamlined no-code interface: Userlane boasts a user-friendly dashboard, enabling even those with no coding background to easily design and implement onboarding flows.
- Product adoption analytics: Get a real-time view of digital transformation progress in your organization. Delve deeper into user behaviors across different applications and analyze engagement levels so you can optimize user experiences.
- Dynamic user walkthroughs: Craft compelling and interactive walkthroughs that intuitively guide users through your software, ensuring they grasp every essential feature.
- Versatile in-app communication tools: Whether tooltips, banners, or pop-up modals, Userlane offers many tools to engage users directly within your platform. With Userlane’s customer onboarding solution, you can tailor communications for different user segments, guiding them through the tasks and processes they will most likely need help with.
- Seamless third-party integrations: Integrate Userlane with various analytics tools, CRM platforms, and other essential software to ensure a harmonious workflow and data sharing.
- Granular audience segmentation: Understand your users and their needs better by segmenting them based on behavior, user type, or other customizable metrics. This ensures that your messaging and tours are always relevant and timely.
- Optimized A/B testing capabilities: Refine your onboarding and in-app messaging by A/B testing different approaches, enabling you to continually enhance user experience based on concrete data.
- Thoughtful pacing with walkthrough rate limiting: Ensure users aren’t too quickly bombarded with too much information. With Userlane’s rate limiting, you can pace the introduction of new features or tasks, striking a balance between informing and overwhelming.
Userlane’s cons
As with any tool, weighing its strengths and weaknesses is essential. Here are the notable drawbacks of adopting Userlane:
- Visual Customization Restrictions: One of Userlane’s apparent setbacks lies in its restricted visual customization capabilities. If you have an eye for aesthetic and unique branding elements might find the platform limiting. The lack of diverse templates and somewhat rigid design elements could impede brands from truly reflecting their identity.
- Analytical Ambiguities: In the age of data-driven decision-making, Userlane’s analytical powers — or the lack thereof — stand out. While it offers basic insights, those looking for a deep dive into granular user behavior, funnel analysis, heatmaps, and more might need to bridge the gap with external integrations.
- Integration Quandaries: Speaking of integrations, Userlane might not be the Swiss Army knife of connectivity that some businesses might be hoping for. While essentials like Zendesk, Google Analytics, Hubspot, and Salesforce are on the list, those yearning for a wider array of integration options might need to strategize around these limitations.
- Cost Considerations: Userlane’s pricing structure could be a roadblock, especially for startups and SMEs keen on budget constraints. The initial investment for Userlane might seem daunting, especially considering the added costs of potential integrations and the learning curve associated with maximizing the platform’s potential.
What do users say about Userlane?
Userlane boasts of some great reviews on G2. Testimonies range from the tool’s effectiveness, helpfulness, and simplicity.
First of all, I like the ease of creating guides, tool tips and announcements.
Secondly, the segmentation, for users and pages, is critical for our platform.
Our developers really like how easy it is to embed the Userlane code snippet, and adjust it as needed.
Finally, we are thrilled that we are going to finally have solid data on our user’s platform behavior and habits. The HEART analytics were key in our decision to go with UserLane.
Customer support has been fantastic through the entire process. Great team!
On G2, Userlane has 5-star and 4-star reviews only. However, there are a few ‘’dislike’’ reviews:
I would say that the downside of using the tool is that you cannot gain feedback on specific parts of your application, although I believe this feature will be added soon, and I can’t wait to use it!
Userlane’s pricing
Userlane’s pricing plan is structured in a customizable pattern. This means you need to get a custom quote to know the plan that fits your brand’s purpose based on the level of your SaaS and the number of acquired customers.
3 Reasons why you might need a Userlane alternative
While Userlane is undoubtedly powerful, certain scenarios might necessitate exploring alternatives.
- Extensive Third-party Integrations: While Userlane offers some key integrations if your business heavily relies on a diverse range of third-party tools and you need a seamless, in-depth integration for all of them, you might want to explore platforms like Pendo or Mixpanel that offer broader integration ecosystems.
- Budget Constraints: While Userlane offers a plethora of features suitable for established enterprises or growing companies, it might be beyond the reach of early-stage startups with limited funds. If you’re on a strict budget and looking for a more affordable solution, platforms like UserGuiding, Intercom, or Intro.js might be more aligned with your financial constraints.
- Complex Customization Needs: If your platform requires highly specialized or intricate onboarding experiences that go beyond standard walkthroughs and tooltips, you might find Userlane’s customization options a bit restrictive. In such cases, tools like WalkMe or Appcues, known for their deep customization capabilities, might be a better fit.
Userpilot – A better alternative for customer experience
Userpilot gives you an eagle-eye view of the customer experience through user analytics, trend/funnel reports, and feedback collection through different types of surveys.
Here’s how you can use Userpilot to track and analyze customer experience insights:
- User analytics: The users dashboard gives you an overview of all your users while letting you sort by segment, company, or when they were last seen. You can also export user data in bulk as a CSV or click on the Insights tab to see segment-specific insights for a given time period.
- Trends and funnels: Userpilot’s trends and funnels reports let you track certain events like a specific feature’s usage, add filters to narrow down the data, and then create a breakdown based on segmentation data or user attributes — offering quick and actionable CX reports.
- Satisfaction benchmarking: Userpilot has a built-in NPS dashboard that tracks customer loyalty over time. In addition to the NPS dashboard, you can also use Userpilot’s survey templates to run CSAT or CES surveys and gather additional quantitative and qualitative insights on the customer experience.
- Self-service support: Userpilot lets you build in-app resource centers, which can include feedback widgets to collect feedback passively, checklists to walk users through specific processes, or integrations with knowledge bases to leverage existing documentation.
- In-app flows: Userpilot’s no-code flow builder helps you create product experiences that can help you optimize the customer experience by educating customers and reducing their time-to-value (TTV). All UI patterns are available on every Userpilot plan from Starter to Enterprise.
Userpilot’s user segmentation
User segmentation is essential for creating a personalized and contextual onboarding experience. Userpilot can segment users based on demographics, product usage data, NPS scores, and more. You can then trigger flows or filter analytics based on segments.
Here’s an overview of Userpilot’s customer segmentation capabilities:
- Segment conditions: Userpilot lets you form segments by adding different conditions like user data, company data, features and events, etc. You can then use these segments as analytics filters or flow triggers later on.
- Analytics filters: Userpilot’s product analytics and user insights dashboards can be filtered to only display data from specific segments (or companies). This will help you extract insights from certain cohorts and compare how adoption or activation varies from one segment to the next.
- Flow triggers: Userpilot’s audience settings let you trigger flows for specific segments or target users that meet certain conditions. You can combine this with page-specific or event-occurrence triggers to show relevant flows to the right users at the most contextual moments.
- External data: Userpilot integrates with tools like Amplitude, Google Analytics, Mixpanel, and Segment using a one-way integration. This means you can use the data inside Userpilot to build advanced segmentation and trigger contextual experiences. For more advanced use cases, the two-way integration with Hubspot lets you send and receive data, unlocking a full set of use cases.
Userpilot’s interactive user guides
Interactive user guides can help users figure out how to use your product and get them towards activation faster. Here are the Userpilot features you can use for creating interactive guides:
- No-code builder: Userpilot lets you build in-app guides using modals, slideouts, banners, etc., without writing any code. You can also tinker with audience settings to target specific segments or exclude users who meet certain conditions from seeing a particular flow.
- Spotlight elements: The spotlight feature lets you add standalone UI elements like tooltips, hotspots, and driven actions that aren’t part of a multi-step flow. This makes it possible to display contextual guidance when users hover over a feature they’re interested in.
- Funnel reports: Userpilot’s advanced analytics capabilities include funnel reports that show you which pages or actions most users get stuck on. This can help you identify confusing or high-friction areas that can be removed through contextual interactive user guides.
Userpilot’s in-app support
In-app support can increase customer satisfaction and retention rates. Userpilot has native in-app support features like resource centers and native tooltips as well as third-party integrations with popular support tools like Intercom to help you cover all your bases.
Here’s an overview of Userpilot’s in-app support capabilities:
- Resource center: Userpilot in-app resource centers let you add flows, checklists, external links, tutorial videos, external knowledge bases, and chatbots. You’ll also be able to view resource center analytics so you can check its performance.
- Native tooltips: In-app support must be proactive — which is why you should insert tooltips that guide users before they even think to open the resource center. Userpilot lets you add native tooltips that appear whenever users hover over an element or click on the info badge.
- Contextual flows: Userpilot’s trigger settings let you create contextual flows that automatically appear when a user reaches a certain page or performs a specific action. This can be used to offer in-app guidance and support whenever users try out a feature for the first time.
- Intercom integration: While Intercom is famous for its live chat embeds, you can do more than that by integrating it with Userpilot. You’ll see which events a user has done within Userpilot and whether or not they’ve completed onboarding to personalize support accordingly.
Userpilot’s self service support
Self-service support helps users solve problems themselves instead of having to reach out to a representative. Userpilot’s no-code resource center makes onboarding guides and product documentation easily accessible to users from within your product.
Here’s how you can use Userpilot to create a self-service customer experience:
- No-code builder: Userpilot’s no-code resource center lets you add modules without writing a single line of code. Module options include links, videos, flows, custom JavaScript functions, and checklists. You can also group modules into sections to help users navigate the resource center.
- Module segmentation: Userpilot’s segmentation settings let you hide or show specific modules within your resource center based on audience settings. This makes it possible to create modules for different user segments and hide resources that aren’t relevant to other users.
- Analytics dashboard: The dedicated analytics dashboard helps you see how many unique visitors your resource center gets, how many modules have been clicked, and the overall click rate across your user base. This will make it easier to gauge resource center performance.
What are the pros and cons of Userpilot?
Userpilot pros
As a full-suite digital adoption platform, Userpilot has all the features you need to onboard users, track analytics, and gather feedback from customers without writing a single line of code. Here are a few pros of using Userpilot as your product growth solution:
- No-code builder: Userpilot’s Chrome extension lets you build flows, add UI elements, and tag features without writing a single line of code.
- UI patterns: There are plenty of UI patterns to choose from when using Userpilot, such as hotspots, tooltips, banners, slideouts, modals, and more!
- Startup-friendly: Userpilot’s entry-level plan gives you access to all available UI patterns so you can hit the ground running.
- Walkthroughs and flows: Build engaging interactive walkthroughs and personalized onboarding flows that target specific segments of your user base.
- Self-service support: Build an in-app resource center to help users solve problems, customize its appearance to align it with your brand, and insert various types of content (videos, flows, or chatbots) to keep your customers satisfied.
- A/B testing: Userpilot’s built-in A/B testing capabilities will help you split-test flows, iterate on the best-performing variants, and continually optimize based on user behavior.
- Feedback collection: Userpilot has built-in NPS surveys with its own unified analytics dashboard and response tagging to help you retarget users. There are other survey types to choose from and you can even create your own custom survey.
- Survey templates: There are 14 survey templates to choose from so you can gather feedback on specific features or run customer satisfaction benchmarking surveys like CSAT and CES.
- Advanced analytics: Userpilot lets you analyze product usage data, monitor engagement on all in-app flows, and use the data to create user segments that are based on behaviors instead of demographics.
- Event tracking: Userpilot’s no-code event tracking lets you tag UI interactions (hovers, clicks, or form fills) and group them into a custom event that reflects feature usage.
- Third-party integrations: Userpilot has built-in integrations with tools like Amplitude, Mixpanel, Kissmetrics, Segment, Heap, HubSpot, Intercom, Google Analytics, and Google Tag Manager so you can share data between all the solutions in your tech stack.
Userpilot’s cons
Of course, no tool is perfect and there are a few cons to consider before choosing Userpilot as your user onboarding or product growth solution:
- Employee onboarding: Currently, Userpilot only supports in-app customer onboarding.
- Mobile apps: Userpilot doesn’t have any mobile compatibility which could make it difficult for developers with cross-platform applications to create a consistent user experience for both versions of their product.
- Freemium plan: There’s no freemium Userpilot plan so those bootstrapping their startup and need sub-$100 solutions should consider more affordable onboarding platforms like UserGuiding or Product Fruits.
What do users say about Userpilot?
Most users laud Userpilot for its versatile feature set, ease of use, and responsive support team:
I recently had the pleasure of using Userpilot, and I must say it exceeded all my expectations. As a product manager, I’m always on the lookout for tools that can enhance user onboarding and improve overall user experience. Userpilot not only delivered on these fronts but also went above and beyond with its impressive new features, unparalleled ease of use, and truly exceptional customer support.
What truly sets Userpilot apart is its outstanding customer support. Throughout my journey with Userpilot, the support team has been responsive, knowledgeable, and genuinely dedicated to helping me succeed. Whenever I had a question or encountered an issue, their support team was always there to assist promptly, going above and beyond to ensure my concerns were addressed effectively.
Source: G2.
Of course, other users are also kind enough to share constructive criticism regarding specific features like event tracking filters:
“The filtration while analyzing specific events is a little confusing. Understanding of custom properties and data management configuration could have been more organised.”
Source: G2.
Userpilot’s pricing
Userpilot’s transparent pricing ranges from $249/month on the entry-level end to an Enterprise tier for larger companies.
Furthermore, Userpilot’s entry-level plan includes access to all UI patterns and should include everything that most mid-market SaaS businesses need to get started.
Userpilot has three paid plans to choose from:
- Starter: The entry-level Starter plan starts at $249/month and includes features like segmentation, product analytics, reporting, user engagement, user feedback, and customization.
- Growth: The Growth plan starts at $499/month and includes features like resource centers, advanced event-based triggers, unlimited feature tagging, AI-powered content localization, EU hosting options, and a dedicated customer success manager.
- Enterprise: The Enterprise plan uses custom pricing and includes all the features from Starter + Growth plus custom roles/permissions, access to premium integrations, priority support, custom contract, SLA, SAML SSO, activity logs, security audit and compliance (SOC 2/GDPR).
Conclusion
There you have it.
It should be easier now to make an informed decision whether Userlane is your go-to option for customer experience. Ultimately, the best choice will depend on your product and current needs.
If you’re looking for a better alternative to Userlane for customer experience, book a Userpilot demo today to experience firsthand how it can enhance your user experience and drive product growth!
Looking for a Better Alternative for Customer Experience? Try Userpilot
