# Userlane Reviews **Vendor:** Userlane **Category:** [Digital Adoption Platforms](https://www.g2.com/categories/digital-adoption-platform) **Average Rating:** 4.7/5.0 **Total Reviews:** 81 ## About Userlane Userlane helps healthcare, financial services, manufacturing, and pharma organizations see where software and AI create friction, get the right help to people inside every application, and prove the impact. The platform delivers two integrated capabilities: Application Intelligence for analytics and decisions, and Contextual Assistance for in-app help and automation. Application Intelligence shows how work actually happens across the software estate. It maps which applications and AI services people actually use, scores each one by adoption, engagement, and task success, and rolls up the results into a prioritized view of where to invest, where to cut, and where to act. Contextual Assistance connects people to the right help inside any application. In-app assistance, workflow automation, field-level validation, and change communications reach people in the flow of work, not in a training session or an email they never open. Business teams create and update content without IT involvement. The same intelligence extends to AI tools. Userlane shows which AI services are deployed across the organization, who uses them, and whether they deliver value. The result: clinicians spend more time on patient care and less time in training. Data quality improves in compliance-critical workflows. IT teams spend less time on repetitive support requests. Unused licenses get reclaimed. And when the board asks whether software and AI investments are working, there is a dashboard with the answer. Userlane is independent, vendor-neutral, and built for environments where compliance, audit trails, and data residency matter. The platform deploys without a heavy IT project, so teams see results in weeks rather than months. ## Userlane Reviews ### 1. Training, Adoption, and Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Chris C. | Director of Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Userlane?** Making changes and edits is extremely quick. I also like the HEART dashboard which helps us zero in on any potential issues. **What do you dislike about Userlane?** While the basics of Userlane are very intuitive, some of the finer details take a little longer to learn and implement. **What problems is Userlane solving and how is that benefiting you?** Having training resources available while users are in our platform is proving to be crucial. It keeps them on the platform and gives them insights to work through any potential issues. We also like the data available related to how our users are working through our platform. ### 2. We transformed our client experience in a mere month with Userlane **Rating:** 5.0/5.0 stars **Reviewed by:** Karen L. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2023 **What do you like best about Userlane?** 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! **What do you dislike about Userlane?** There's nothing I or my team dislike. Sometimes, it seems a little clunky going back and forth between the portal and the editor, especially when it comes to ToolTips, but nothing that we would really complain about. **What problems is Userlane solving and how is that benefiting you?** Userlane gives our users/clients a much-improved CX, by letting us highlight areas where we know a user may forget how to perform and action on our platform, or needs to learn how to do something new. We will be segmenting our users even further in the near future, and that will give us the ability to deliver a totally customized guide/tooltip experience - a truly curated adventure. Finally, after years of guesswork, we will be able to review true data about how our users interact on our platform, and that is pure gold. **Official Response from Bengi Tetik:** > Dear Karen, Thank you for your positive review of Userlane! We're thrilled to hear that you find it easy to create content. Our goal is to provide a user-friendly experience that empowers you to enhance your platform's usability effectively. We appreciate your support and are here to assist you further. Thanks, Bengi Tetik Marketing Manager Userlane ### 3. Quick and easy to understand and apply. **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan B. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2023 **What do you like best about Userlane?** - Guides, of course and so easy to create. - The languages possibilities, awesome. - Announcements easy and visible... - NPR and various stats. - Love the segmentation possibilities. **What do you dislike about Userlane?** Nothing I dislike, but improvements can always be added: - adding some LMS aspects like the possibility of adding quick quizzes or comprehension games in the middle of a quiz. - the possibility of creating multi-directional guides, like if the user clicks here (or chooses this option in a dropdown), the guide goes that way, if it clicks here, then the guide goes that other way... all in the same guide. - being able to have some chapters that have to follow an order, some chapters more open... for now this parameter is for all or none. - A way to be able to search a page segmented guide even if not on the segmented page, while when clicking on it it would show something like "this guide is available in this section", but at least they do not have to go to the section to see if there is a guide they are looking for. - More support/kb partners... we work with Zoho... any chance they would be added in the near future? :-) **What problems is Userlane solving and how is that benefiting you?** Quicker adoption, is adding an extra layer to our knowledge base of information. The best training and learning conditions are visual and on-hands... this is what Userlane does! **Official Response from Bengi Tetik:** > Dear Jonathan, Thank you for leaving a review, and thank you for pointing out the things you like best! We are continuously releasing new functionalities and improvements - you can get a sneak peek of recently published and upcoming releases in our roadmap. Additionally, you can request a new feature directly from our roadmap as well! Thanks, Bengi Tetik Marketing Manager Userlane ### 4. Good product over all **Rating:** 4.0/5.0 stars **Reviewed by:** Wajahat I. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about Userlane?** * User friendly editor * Prompt help and support available **What do you dislike about Userlane?** * Can be usefull to have some features like ** branching guides on certain criteria. ** custom tagging for steps or grouping steps. **What problems is Userlane solving and how is that benefiting you?** * User onboarding ### 5. Userlane Feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Farah B. | Enterprise (> 1000 emp.) **Reviewed Date:** November 15, 2023 **What do you like best about Userlane?** There was always assistance available to help when needed. **What do you dislike about Userlane?** There were a lot of unexpected errors along the way. **What problems is Userlane solving and how is that benefiting you?** Helping employees navigate SAP ### 6. Really easy and quick to use! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Userlane?** What I like best about Userlane is that it is such an easy tool to use. Creating an onboarding guide takes me no longer than 30 minutes which is excellent when you need to meet deadlines! **What do you dislike about Userlane?** 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! **What problems is Userlane solving and how is that benefiting you?** Userlane is helping us automate our customers' onboarding experience. The in-app announcement feature has also been helpful to us as our customers no longer need to leave our application to find out what new features/bug fixes we have had. **Official Response from Bengi Tetik:** > Thank you for your review! We're glad you find Userlane easy to use for creating onboarding guides quickly. We value your input about the "feedback on parts of application" feature, but rest assured, we're working on adding that feature soon! We appreciate your support and look forward to continually improving your user experience with Userlane. Bengi Tetik Marketing Manager Userlane ### 7. Userlane simplifies the workflows for both our team and the users of our platform. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Media Production | Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Userlane?** Userlane's guide creation process offers a range of features that make guides more effective and help users understand better. For example, as an administrator you can add photos to the guides to provide a visual representation of specific steps. Additionally, the option to link to other guides enables users to access the right resources quickly and efficiently. **What do you dislike about Userlane?** Since we have recently implemented Userlane and have not yet received any negative feedback, there is not much that I can say about it. However, I can say that initially creating a guide presented some challenges. Thankfully, the competent team at Userlane was readily available to provide us with the necessary support and guidance whenever needed. **What problems is Userlane solving and how is that benefiting you?** Userlane helps us train new users in our purchasing platform and also support existing users in using the platform. This should lead to fewer support tickets and a reduced need for online-training. **Official Response from Bengi Tetik:** > Thank you for your feedback! It is great to hear your positive experience with Userlane and the team. It's wonderful to learn that the features are making a positive difference for your users and enhancing the learning experience by making it more seamless. Bengi Tetik Marketing Manager Userlane ### 8. Userlane is helpfull for us to guide our customers in using our full web solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Userlane?** We supply fullweb solution to our customers and userlane is a contemparary way to onboard and help them in using our solution. It's very easy to build guides and tours ton onboard and help users. Annoucements allow us to send message and informations to them. By using Userlane, our users find our software very simple and user friendly. **What do you dislike about Userlane?** There is some troubleshottings with tooltips so we cannot use it as well as we want. We hope this will be fixed soon **What problems is Userlane solving and how is that benefiting you?** Userlane guide our users and they need less to call our help center. **Official Response from Bengi Tetik:** > Thank you for your review! We're thrilled that Userlane has provided a promising onboarding and assistance for your full web solution. We continuously aim to improve our tooltips but would advise if you could share your needs and suggestions with your Customer Success Manager so that we can take this into consideration and work on a fix together! We appreciate your feedback and look forward to continuing to provide you with a simple and user-friendly experience. Bengi Tetik Marketing Manager Userlane ### 9. I love the micro-burst training module! **Rating:** 4.5/5.0 stars **Reviewed by:** Jamika B. | Training + Development Manager, Professional Training & Coaching, Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Userlane?** I love how customizable Userlane is and how close the Userlane team works to create learning modules specific to our processes. **What do you dislike about Userlane?** Guide building can be a bit time-consuming, but Userlane's account representatives do a great job in helping to carry that load. **What problems is Userlane solving and how is that benefiting you?** Userlane helps our team members successfully complete complex processes by offering step-by-step instructions. **Official Response from Bengi Tetik:** > Hi Jamika, Thank you for your review! We're glad to hear your positive experience with Userlane and its level of customization. We understand that guide building can sometimes be time-consuming, but we're glad to know that our dedicated account representatives have been able to support you effectively in this aspect. We appreciate your valuable input and look forward to continuing to provide you with an excellent user experience. Bengi Tetik Marketing Manager Userlane ### 10. Very flexible tool for digital adoption **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2023 **What do you like best about Userlane?** With Userlane, it is possible to define very flexible guides for easy adoption of any solution in your internal stack. **What do you dislike about Userlane?** Guides require constant maintanance, if the area they describe is changing (like for SaaS solutions). **What problems is Userlane solving and how is that benefiting you?** For teams starting fresh with different tools, digital adoption can be paramount, and this is where Userlane excels, because you can easily create guides for the most relevant features to easily onboard existing and new staff. **Official Response from Bengi Tetik:** > Thank you for leaving a review and highlighting the importance of digital adoption! We understand that guides require maintenance, especially when the underlying solution has changed. We hope that with the help and guidance from our Support and Customer Success team this can be managed effectively, minimizing any disruptions or frustrations caused by outdated guides Bengi Tetik Marketing Manager Userlane ### 11. Userlane is a very helpful tool with a lot of potential. **Rating:** 4.5/5.0 stars **Reviewed by:** Nikolai S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2023 **What do you like best about Userlane?** Guidebuilding works very easily and quickly. It is not only explanatory, but can guide users through a process in real time. **What do you dislike about Userlane?** Sometimes relatively simple functions are missing, which then have to be handled with a tricky workaround **What problems is Userlane solving and how is that benefiting you?** Processes in the company can be learned by the users themselves and can be called up again and again if a step should be forgotten. **Official Response from Bengi Tetik:** > Dear Nikolai, Thank you for your review, we are happy to hear your positive experience with guide building and the benefit it is bringing your company! We appreciate your feedback and would advise discussing the missing functionalities with your Customer Success Manager to communicate your concerns with our product team to improve and enhance the platform. Best, Bengi Tetik Marketing Manager Userlane ### 12. Very easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Burak K. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Userlane?** It is very easy to create userlanes without having technical knowledge. The announcements make it very easy to send important notifications to users. **What do you dislike about Userlane?** This is not a distanvandage of Userlane, but it is an issue we experience often. The issue is that when classes and ids of html elements on our application change, some steps are not finding the elements. **What problems is Userlane solving and how is that benefiting you?** It is helping our customer's users to learn our portal and how to use it. **Official Response from Bengi Tetik:** > Hi Burak, Thank you for your review! We're pleased to hear that you find Userlane user-friendly and appreciate the value of the announcement feature. We understand the issue you've encountered with changing HTML elements, and we're continuously working to improve Userlane's adaptability. I recommend contacting your Customer Success Manager to discuss potential methods for improving the stability of your guides. Thank you for your feedback and support! Bengi Tetik Marketing Manager Userlane ### 13. Great product and support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2022 **What do you like best about Userlane?** I like the best: -> how it is easy to create a guide or announcement. -> support and that we have a dedicated Customer Success Manager. -> implementation process. -> new features -> API **What do you dislike about Userlane?** All is ok. I'm waiting for new functionalities. **Recommendations to others considering Userlane:** .... **What problems is Userlane solving and how is that benefiting you?** Training and onboarding customers are the main reason we have implemented Userlane. Now we are delivering interactive training for our customers. **Official Response from Florian Geiger:** > Thank you for leaving a review, and thank you for pointing the things out you like best! We are continuously releasing new functionalities and improvements - you can get a sneak peek of recently published and upcoming releases in our roadmap. Alternatively, your Customer Success Manager is happy to share insights and to work on strategies with you on how to get the most value out of them. Thanks, Florian Geiger Head of Customer Success Userlane ### 14. Userfriendly tool for customer onboarding **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2022 **What do you like best about Userlane?** We like the ease of use of Userlane: from creating tours to posting announcements to viewing usage figures. With Userlane, we help our users to get to know the application and to be guided step by step through the functions. Through our created tours and announcements, we can easily explain the functional areas to our customers and promote our help center articles or interactive guides. The analytics immediately show us where our tours are doing well or poorly and where users are bouncing off, so we can address the issues quickly. **What do you dislike about Userlane?** It would be helpful to be able to create and download reports (e.g. management summaries) on Userlane. Currently, we manually write down the user numbers of our tours and announcements per month and convert the figures into graphics. For this, it would be helpful if there was a template for this on Userlane. Until now, we can not yet report any numbers in terms of increased user acceptance or a higher digital adoption, we only see a high interaction rate/ many views/high number of guides started in the segment. **What problems is Userlane solving and how is that benefiting you?** With Userlane we can guide and interact with our users directly in the application. The interactive tours help users to get to know our software quickly. Further, through Userlane we can promote support articles and our features to increase the usage rate of functions and reduce the amount of support required. It also allows us to explain difficult functional areas so that our customers can understand them quickly. We can also inform our users about product releases by using announcements without development effort, which is very helpful. **Official Response from Bengi Tetik:** > Thank you for your feedback! It is great to hear your positive experience with the Userlane set up and the impact it has had on your users. Our product team strives to ensure the most valuable features will released and exporting analytics from the Portal is currently on our roadmap! Bengi Tetik Marketing Manager Userlane ### 15. best for teaching usability of a product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Management Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2023 **What do you like best about Userlane?** how is great for the trainees. It can eforthless teach the usage of a tool **What do you dislike about Userlane?** the interface for the managers sometimes is buggy, which will limitate the independence from CS **What problems is Userlane solving and how is that benefiting you?** Helping to ease the onboarding of the customers into the highly personalized SalesForce version we use. Minimizing the learning gap and time comsumption **Official Response from Bengi Tetik:** > Thank you for your feedback! We're glad to hear that Userlane has been beneficial in easing the onboarding of customers into your application. We understand your concerns about the interface sometimes glitching, we are continuously working on improving our platform's interface to ensure a smoother experience for managers, enabling you to have more autonomy and control over the process! Bengi Tetik Marketing Manager Userlane ### 16. Great learning and onboarding software! **Rating:** 5.0/5.0 stars **Reviewed by:** Thomas L. | Support Operations Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2022 **What do you like best about Userlane?** The constant flow of new and updated features. The product is evolving a lot in a positive way which makes is great to work with and explore those new options. **What do you dislike about Userlane?** Nothing in particular. There were some stability issues in the very beginning (2020) for us but this was picked up quickly and also resolved very quickly! **What problems is Userlane solving and how is that benefiting you?** They help us with the onboarding of new customers. It saves us a lot of meetings showing new users how to use our software. Users can also go back if they did forget something which is extremely handy. Users can keep their knowledge up to date that way and we are able to push new Userlane tracks the moment we release a new feature. **Official Response from Itamar Freiman:** > Thomas, thank you for the feedback. I love to read that it saves you time and ensure your users have swift and contextual access to up to date knowledge. I'm happy to continue this conversation 1:1. Itamar Freiman VP Customer Success Userlane ### 17. Great tool for onboarding our customers **Rating:** 5.0/5.0 stars **Reviewed by:** Benjamin G. | Product Owner, Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2022 **What do you like best about Userlane?** - very flexible - Onboarding guides can be edited without coding/developers - bug fixing is very fast (bugs are rare!) - fast development of new features - scheduled feedback and business review meetings - segmented announcements possible **What do you dislike about Userlane?** There is not much to say about dislike. We use the tool in our main software to onboard customers. We also think about to extend it to other software which is distributed by us. **What problems is Userlane solving and how is that benefiting you?** - to understand complex and technical software - you can embed pictures/GIFS/videos in your chapters to make features more understandable - since we are using Userlane, we have the feeling that our customers understand the software way better than before **Official Response from Florian Geiger:** > Hi Benjamin, thank you for your great review and feedback! There is not much to add from our end except that we are happy to see you grow and that we will make sure to pass your feedback on to our team! Thank you, Florian Geiger Head of Customer Success Userlane ### 18. Great software and customer-centric company **Rating:** 5.0/5.0 stars **Reviewed by:** Anthea K. | Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2022 **What do you like best about Userlane?** Userlane Software is beautifully designed, whether using it as an admin or a user I find it easy to navigate and enjoyable to use. The Userlane team are amazing to work with, they take our feedback seriously and continuously implement changes and improvements for the product. I really appreciate the way they involve the customer at early stages, either POC or beta testing to verify if they’re heading in the right direction. **What do you dislike about Userlane?** I often describe Userlane as "easy to learn, hard to master." It is very easy to create simple guides and announcements, the UI is easy and intuitive, however, when there is an issue, e.g. an error with a step, an editor can very quickly get out of their depth if they have little or no coding experience. The Userlane Support is excellent, but it seems important to build up this knowledge within your own team. Relating to this, we would benefit from more granular admin/editor rights levels, to restrict more closely who can edit what and where. Scalability has also been a challenge for us, when you have lots of guides on Userlane it starts to get quite difficult to manage these, especially when you have multiple language versions. **What problems is Userlane solving and how is that benefiting you?** We use the Userlane interactive guides to help with self-guided user training and we use announcements to aid with promoting important news. The friendly ever-present avatar brings a modern and dynamic feel to our Global Social Intranet which helps build the digital culture we want. Our interactive guides enable users to help themselves and learn by doing, while the announcements enable top management to reach all employees with the most important global information. **Official Response from Florian Geiger:** > Hi Anthea, thank you for your great feedback! It's an absolute pleasure to work with customers that are continuously challenging us to deliver our best but also always provide sound input that helps to identify and prioritize the right way - thank you! Our user & permission management is under continuous improvement, and as always, we will make sure your input is heard and incorporated into the next iteration. Thanks, Florian Geiger Head of Customer Success Userlane ### 19. Userlane is a great product UX and UI wise, and is constantly evolving which I really appreciate. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2022 **What do you like best about Userlane?** It's a bit challenging to start using at first but once you know it it's easy. I love that you can add links, info boxes and media to the tours which help make them more engaging! **What do you dislike about Userlane?** A) The analytics are evolving, but I feel like they need a bit more depth - (I'm not sure if it's because of some GDPR laws or other privacy reasons but I would've liked to know more about my users). I feel like currently, the dashboard reporting is shallow, it tells me what happened on the surface but there's so much more that can be added to make this reporting more valuable. For example, knowing where my users came from, what's their demographic, and the ability to split them into cohorts and understand more of their behaviours.. - I would've also liked to be able to exclude some emails from the reports. For example, we always test our tours ourselves with our internal emails when we publish them, and so Userlane attributes that "testing session" as a user, which messes with the final report. The only way to get around that for the moment is to create a Segment with our internal emails and exclude that from our targeting, but that's impossible as our company internal emails are always updating and changing due to the expiry of the free trial". **What problems is Userlane solving and how is that benefiting you?** It's helping us solve the problem of making educational and contextual support within the product easier to reach, therefore improving adoption and retention in the bigger picture. **Official Response from Itamar Freiman:** > Thank you for the detailed feedback, it helps us understand what we do well and where we have opportunities to improve, Continuous improvement is a big part of the Userlane mindset. Great to read that with it all, in the big picture, you are improving your adoption and retention . If you are open to having a discussion, let me know through your CSM. Itamar Freiman VP Customer Success Userlane ### 20. Userlane helped streamline our SaaS support module. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** August 02, 2022 **What do you like best about Userlane?** What I find most helpful about Userlane is its simplicity. In that I mean, it's just easy to start using it out of the box and they continue to add great features all the time. **What do you dislike about Userlane?** I can't say that there's anything that I dislike with Userlane. I believe the issue we run into the most, however, is losing focus on a specific element on the page but even that is our user error than Userlane, itself. When we change where elements are located in our application, we have to remember to go to Userlane and update our guide. **What problems is Userlane solving and how is that benefiting you?** Userlane has made support so much easier for us. In the past before implementing Userlane, our support staff would have to have lots of individual training sessions with our users. When we moved our application to a SaaS model, that made this pretty much impossible. With Userlane, we can provide a high level of support and interactive guides that are always available to our users. It has been a game changer for us. You can even take the interactive guides and convert them to PDFs in case you have users who prefer something written out. It follows the same flow as the interactive guides and has wonderful screenshots to make sure users truly understand all that's going on in the guide. **Official Response from Itamar Freiman:** > Thank you for your feedback , It is exciting to read the impact you have been able to achieve for your end users and your organization. Simplicity is key all the while enabling you to provide a great experience to your users . Itamar Freiman VP Customer Success Userlane ### 21. Userfriendly tool and a great customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Karen L. | UX Expert, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Userlane?** The tool is really intuitive to use and self-explanatory. Even multi-language support can be handled easily with hardly any effort. I also like the analytical options provided. Last but not least the service team is very supportive not only with technical questions but also in learning how to make the most out of the tool for our specific use cases. **What do you dislike about Userlane?** There is nothing that I really dislike actually. Just sometimes, selecting items on the user interface gets tricky and it gets somewhat technical on how to ensure the correct item is selected. But the Userlane team is really helpful on those questions and as of now, we have always found a proper solution. **What problems is Userlane solving and how is that benefiting you?** We have introduced Userlane to our software’s users so they can learn its functionalities faster and have an easy option to get help right away without having to call our support team. We see the Userlane guides being clicked through frequently by new and also existing users. **Official Response from Florian Geiger:** > Hi Karen, thank you a lot for your detailed review and feedback! It is great to hear that there is nothing you currently miss and that in case you stumble across challenging selectors our team has always been able to provide a solution. Please be assured that should there be any recommendations for enhancements, we are always eager to listen to your ideas and to bring them to our Product Management's attention for further evaluation. Thank you! Florian Geiger Head of Customer Success Userlane ### 22. Perfect DAP solution - with fast improvements and good service **Rating:** 4.5/5.0 stars **Reviewed by:** Malte O. | Program Management Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Userlane?** Userlane was set-up easily for our internal tool landscape. The handling to create guides is smoothly working; if open topics appear the individual support from Userlane experts was fast. Also, the proactive and regular release of new functionalities leads to a dynamic environment to support directly our internal tool activities and rollouts. **What do you dislike about Userlane?** Userlane follows the logic to keep everything easy - for the end-user and also the admin. Sometimes an additional expert mode would be helpful to allow the individual design or structuring elements. Up to now our change requests were understood by Uslerane and brought to the backlog for CRs. **What problems is Userlane solving and how is that benefiting you?** Our tool users need direct and easy-to-access support in the company's applications because not every time an expert/coach is available. Via the digital "assistant" and the created guides, we have improved this situation. Via Userlane we can push the self-learning motivation in our organization. **Official Response from Florian Geiger:** > Hi Malte, thank you for your review - it is great to see how you as an admin and your organization are benefitting from Userlane! Keeping things simple is indeed one of the guiding principles we try to follow wherever possible. However, we would love to understand the mentioned expert mode a bit better - it would be great if you could share your needs and suggestions with your Customer Success Manager so that we can take this into consideration for further improvements! Thanks, Florian Geiger Head of Customer Success Userlane ### 23. Small weaknesses, strong support! **Rating:** 4.5/5.0 stars **Reviewed by:** Felix B. | QA-Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2022 **What do you like best about Userlane?** We are using Userlane since almost two years and are always happy to implement the newest features. Big kudos to the Customer Support and Customer Success Team. If you need help, they help you almost instantly and provide easy-understandable solutions. I seldom worked with such a nice organization. **What do you dislike about Userlane?** The editor still needs some fine-tuning. Even if the configuration of a lane isn't hard, your application should have certain properties to not break the guides once every few releases. **What problems is Userlane solving and how is that benefiting you?** Onboading customers to your application in an easy-understandable and highly customizable way. Also the new Analytics provides you with interesting application insights. **Official Response from Itamar Freiman:** > Felix, Thank you for your feedback. Love to read that your collaboration with us is fun and providing value to your customers . Definitely the new analytics is providing good and interesting insights. Itamar Freiman VP Customer Success Userlane ### 24. Very powerful product **Rating:** 5.0/5.0 stars **Reviewed by:** Markus M. | It Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** February 10, 2020 **What do you like best about Userlane?** The best thing about Userlane is its simplicity. And I mean it in the best possible way. While Userlane improves its main features and is adding only very carefully selected functions its competitors are adding more and more functions to their products which is increasing the complexity exponentially. Due to the simplicity, every employee can create content for training and onboarding. For me as an application manager, this makes my life very easy. Additionally, if an issue pops up or we have feedback on a new feature I always find an open ear from my success manager. It is usable on any web application. Linde Engineering is using it on SAP Fiori platforms as well as various other web applications. **What do you dislike about Userlane?** I would like to have an additional user role that is limited to creating and publishing ONLY announcements. But I am sure that my feedback is discussed very soon. **Recommendations to others considering Userlane:** Just ask for a demo, I think you will love this product. **What problems is Userlane solving and how is that benefiting you?** We are especially tackling problems like onboarding and change management. With these digital guides, you can take the user and introduce him/her to the application step by step. But we also use it for informing the users about panned and unplanned downtimes of different applications and new features in various applications. I think one of my favorite benefits is the information channel you can create with Userlane. To inform users about any updates. Because if the user knows there is an issue it makes the user less mad and more understanding. Monetary benefits we are able to calculate with the onboarding and change management time. As well as less time and tickets for support. **Official Response from Itamar Freiman:** > Markus, Thank you for your detailed feedback. Great to read that you have identified, similarly to us, that complexity is added by incorrect addition of new features, we thread on the line of efficiency, productivity and robustness through a well crafted experience that goes on top of applications as complex as Fiori. This is what we aim for, and when i read that this is what makes Userlane special and valuable for you is embodied by that. As you know We are making continuous improvements and this is one that i in the works. Itamar Freiman VP Customer Success Userlane ### 25. Easy to use, excellent support, good customer feedback! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2022 **What do you like best about Userlane?** We use Userlane for helping Administrators do their specific assignments on our platfoms as well as guide Users through application use wherever necessary. This works really well, and we have also already had good customer feedback regarding the new userlane guides. The best thing is making changes without any software releases or input from our platform developers, we can just administer the help via Userlane in any way we think necessary, and can make and publish changes anytime. This gives us the opportunity to finetune the Userlanes for helping our customers anywhere, anytime. It can be a bit tricky to work with the code selector if you have no experience in coding, but the support is always very quick and excellent, so it has not been an issue for our team. Userlane is also very flexible and accommodating concerning special requests. It has been a pleasure to work with the Userlane team! **What do you dislike about Userlane?** I like Userlane very much. The thing I can think of to improve is this: Managing a lot of guides and page segments quickly gets overwhelming, so you have to keep good track of what you published where and why. A "notes" function for each guide, where you can add some info for your colleagues, for example what this guide is for, why the segmentations were made accordingly, and what to keep in mind when editing or moving the guide would be very helpful! Of course, those notes should be exclusive to the team with administrator rights on the platform, and not visible to the customers that use the userlanes. **What problems is Userlane solving and how is that benefiting you?** We use Userlane to guide customers through specific processes on our online platform. The best thing about it is that you don't only show your Users how the task is done, they actually can finish the task while on the Userlane (of course, only if you designed your guides this way) - learning by doing at it's best! **Official Response from Florian Geiger:** > Hi, thank you for your detailed and reflected review and feedback! It is great to see how you enable your users through Userlane in a sustainable manner, and we couldn't be happier about your statement "Learning by doing at its best!"! Regarding your recommended improvement - it would be great if you would reach out to your Customer Success Manager or to me directly. We would love to hear your thoughts and the story behind that request to pass this on to our Product Management for further assessment and evaluation! Once again, thank you for your great feedback! Thanks, Florian Geiger Head of Customer Success Userlane ### 26. Userlane are one of the most user focused companies we have worked with **Rating:** 5.0/5.0 stars **Reviewed by:** Anna S. | Director of UX, Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2022 **What do you like best about Userlane?** Every interaction we have had with Userlane has been helpful, supportive and enjoyable. They took time to really understand the problems we needed to solve. We reviewed 4 other DAP's during the procurement process, and Userlane shone through as the company that we would most like to engage in a relationship with. They are a pleasure to work with and really care about the success of our product. **What do you dislike about Userlane?** Honestly, there's nothing I dislike about Userlane. I couldn't fault them on anything. **What problems is Userlane solving and how is that benefiting you?** Userlane helps us onboard new users to our financial applications. They support our users in undertaking complex tasks by 'holding their hand' through the process. Userlane also supports our end users in their learning journey, enabling them to become power users of our products. This benefits us by reducing tickets to our support desk and lowering the need for classroom training. It benefits our users in that they no longer have to spend as much time in product documentation - help is contextual with Userlane - it's there when you need it. **Official Response from Itamar Freiman:** > Hi Anna, I love the subject line and thank you for your detailed feedback. Tremendous to read that you chose Userlane as a solution and a company! The fact that it empowers you to achieve your organizational goals and that your users are having a great experience, is music to our ears. Itamar Freiman VP Customer Success Userlane ### 27. Valuable product with great customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2022 **What do you like best about Userlane?** The best thing about working with Userlane is the outstanding customer service. Bengi is always on hand straight away to answer all of our questions. It also feels like Userlane really value customer feedback and want to implement improvements. **What do you dislike about Userlane?** We had a few teething issues getting up and running, but the team were great in answering questions and finding solutions for us. There are some additional features which we'd find useful, but having sight of the development roadmap is useful. **What problems is Userlane solving and how is that benefiting you?** We have a lot of software launches and the new ways of working can be quite overwhelming for our customers. With Userlane it's great to know that our customers will have easy access to helpful tours when using our new systems for the first time. **Official Response from Itamar Freiman:** > Thank you for your open feedback, it is highly appreciated. It’s great to read that you appreciate the value the solution brings you through its simplicity and the impact our team adds to it (Bengi is definitely great ;-) ). The product is evolving and indeed we value feedback as it helps us improve the impact you'll derive from Userlane. We’re here and we’ll keep it fun! Itamar Freiman VP Customer Success Userlane ### 28. Userlane can be used intuitively and super fast even as a beginner. **Rating:** 4.5/5.0 stars **Reviewed by:** Julia H. | Junior Platform Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about Userlane?** The cooperation with the Userlane team was great. We received top support in implementing the real-time guide on our platform. In addition, we can already measure the first successes of Userlane in the analytics and get a lot of positive feedback from colleagues and customers. The platform is now easier to understand for the user, who is guided through various things by the guide. **What do you dislike about Userlane?** The implementation of the Tooltips is still in the development phase. Therefore, we can not yet rely on the support of this new feature. We would also like to have the ability to include photos, GIF's and links in the Tooltips. **What problems is Userlane solving and how is that benefiting you?** Userlane also allows our platform to be used more intuitively by the user. In addition, our service team is relieved with regard to customer inquiries. The real-time guide helps the user to get an overview of the platform and understand what the platform can do and how it works. **Official Response from Itamar Freiman:** > Julia, Thank you for the detailed feedback. I am thrilled to read about your experience, that the Userlane tool and support empowers you to achieve your goals of engaging with your end customers and impacting their experience across your products all the while removing work from your service teams. We are continuously evolving the product and I can't wait to get your feedback about upcoming abilities. Itamar Freiman VP Customer Success Userlane ### 29. It is a goog tool to learn new software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2022 **What do you like best about Userlane?** You can use a guide within your own software. So the feeling is quite good from the beginning. One of the best things is, that Userlane responds to changes in our software like one time a specific icon is on the right side and the next time this icon is on the other side and Userlane recognizes the old icon on the position. **What do you dislike about Userlane?** Sometimes it is quite complicated to build a guide within our software. But I think this depends on the structure of our software with so many iframes within iframes... **What problems is Userlane solving and how is that benefiting you?** With Userlane we can show how our software is designed for specific things and that it just looks complicated to use it, but it isn't. **Official Response from Itamar Freiman:** > Thank your feedback. You are indeed correct iframes within iframes can make it a bit more complex to create guides on top of but despite i'm happy to read that Userlane is helpful for your needs . Itamar Freiman VP Customer Success Userlane ### 30. Great tool for employee's software training and onboarding **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Construction | Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2022 **What do you like best about Userlane?** Userlane is a great way to get employees up to speed on new processes, content, or features in a quick, easy, and straightforward way. Due to the possibility of integrating Userlane into Saas software, users do not need any additional access data. The fun factor is also guaranteed by the learning avatar and learning happens along the way. By using Userlane, we were also able to dispense with costly training and largely reduce the number of support requests **What do you dislike about Userlane?** In general, Userlane offers far more advantages than disadvantages. However, if there should be improvements from our point of view, then the analytics could be further expanded. They currently reflect a good status of the use of guided tours, but could be a little more detailed at one point or another. **What problems is Userlane solving and how is that benefiting you?** Userlane is reducing the big training effort which the rollout of a new software requires. Furthermore Userlane enables employees to do so-called 'Learning on the job'. **Official Response from Florian Geiger:** > Thank you for your detailed feedback! It is great to see that your users not only benefit from Userlane during a rollout, but also subsequently "on the job" whenever they require assistance. Within the area of analytics, there are and will be additional lenses - you can either check out our Roadmap (accessible through your account) or consult your Customer Success Manager for details, and we'd be happy to share insights into available and upcoming updates. Thank you! Florian Geiger Head of Customer Success Userlane ### 31. Well-designed tool with good customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2022 **What do you like best about Userlane?** The software was easy to integrate and ensures a higher adaptation by users through guided tours. We also use the announcement function very often to keep our customers up to date. Both lanes and announcements can be segmented for the respective target group and the analytics are very helpful after the rework. The support always puts a lot of effort into problem-solving and our contact person takes excellent care of us. **What do you dislike about Userlane?** You should have Userlane experts on your team who are familiar with the tool and understand its capabilities and limitations. Even if the user interface is well-designed, finding an error in a lane is often difficult for people who are not so technically savvy. Basic programming skills are not mandatory but often make working with the editor much easier. **What problems is Userlane solving and how is that benefiting you?** Userlane provides our customers with an easy way to learn the features of our software faster and facilitates the onboarding of new users. Announcements are versatile and ensure that our customers are kept up to date. The analytics area provides valuable insights and helps us to continuously improve our software. **Official Response from Florian Geiger:** > Thank you for your detailed feedback and for sharing how you successfully combine different content types such as guides and announcements. Make sure to also take a look at our tooltips to enhance your users' experience even further! Having an expert on the team always helps, and we also try to support growing them - ideally, just discuss any training needs with your Customer Success Manager and we are happy to enrol your key users on our training program to ensure they gain all the knowledge they need. Again, thank you a lot for your review and positive feedback! Thank you, Florian Geiger Head of Customer Success Userlane ### 32. Userlane Walkthrough Tutorials - Giving clients the tools they need for success **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2022 **What do you like best about Userlane?** The tours are easy to build, a simple click on the page or section, then follow up with the wording or instructions needed to guide the client through their journey. Userlane is able to provide analytics that can be used to drive further strategies and ensure that the tours meet the demands of the user and result in a successful outcome for the client. **What do you dislike about Userlane?** The only thing that for me is frustrating at times, is that the actions bar is now located vertically on the screen, versus its previous location across the base of the screen. This is not user friendly where needed to scroll up or down the page, which was possible previously, but not so easy now. Also the actions bar covers some of the page content, so have to regularly move the actions bar from left to right and vice vers **What problems is Userlane solving and how is that benefiting you?** In this day and age, we seldom have time to read documentation or can diarise in training sessions, so an effective education walkthrough tutorial is the new way to train clients at their pace and their convenience. **Official Response from Itamar Freiman:** > Thank you for your feedback. It is great to read that Userlane enable your clients at their pace and convenience and to provide analytics to improve upon it. The new design gets some used to for those like you who were used to the previous design. We are adding more flexibility to it as well. Let me know if you want to discuss it directly. Itamar Freiman VP Customer Success Userlane ### 33. Easy to use tool for customer onboarding **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Userlane?** Userlane is easy to integrate. The UI is self-explanatory which makes it easy to set up and manage Guides or Announcements. Also, I love the integrated analytics area, where you can see how each guide is performing and where users might have troubles. The team can be contacted anytime if you need help with creating guides or interpreting data. Also, they're super nice and it's always fun to have a little chat ;) Userlane uses its own tool to provide help (Guides, announcements for new releases etc) which, on the one hand, is a sign that they understand which problems a user might face, and on the other hand always provides a bit of inspiration on how to use it. **What do you dislike about Userlane?** Though the handling and the interface of the editor are pretty self-explaining, sometimes it gets tricky to select the right element. You can refine the element selector, but this needs a bit of coding- skills, to identify the right class or id of the element. But also in this case you can either talk to your developers or contact the support team of Userlane - they usually respond very fast. **What problems is Userlane solving and how is that benefiting you?** We started a couple of weeks ago to improve user adoption of our software. For this, we mainly use the "guide" feature to help users set up their accounts properly and get to know our main feature(s). Though we can not yet report any numbers in terms of increased user acceptance; we see that we have quite a high interaction rate in the segment of newly registered users. Therefore we conclude that this is a first good sign, that our users benefit from the provided content. **Official Response from Florian Geiger:** > Thank you for your detailed and sound feedback! It's great to hear that you are seeing first results so shortly after going live! We are aware that depending on the underlying application, working with selectors might become tricky every now and then - for that reason, our team of experts is not limited to break-fix assistance but aims to provide guidance for any potential question or request for assistance along your implementation and further guide enhancements. In addition to that and our training offering, please let us know in case you are interested in any further knowledge and we are happy to share recommendations for web technology tutorials which we also utilize internally. Simply reach out to your Customer Success Manager and we will be happy to share our resources. Thanks, Florian Geiger Head of Customer Success Userlane ### 34. Userlane makes our users smile **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2022 **What do you like best about Userlane?** Since we started using it, we can interact with our tool users in a great way. We understand the usage of our users better and with the help of Userlane we have built our own personalised witty guide, which is already really popular and well-known. The communication and the monthly fixed meetings with our contact person are super friendly. **What do you dislike about Userlane?** To understand the functions of Userlane at its best, you really have to take your time. A quick onboarding is therefore not possible. Explanations and instructions are written in a relatively technical way and may be a little difficult to understand for absolute beginners. **What problems is Userlane solving and how is that benefiting you?** The easiest way to communicate with all users of our tool. The funniest way to communicate with them. Users are always up to date. We can analyse where the need for training is. **Official Response from Florian Geiger:** > Thank you for your detailed feedback, it is great to see that your users enjoy working with content provided through Userlane! You are right, onboarding sometimes takes its time, but great results only come with sound and well-thought-through concepts to ensure sustainable success. You might want to look into our Tooltips that potentially could help expedite the first steps whilst the concept is being worked on. Also, thank you for emphasizing your Customer Success Manager - I'll make sure this feedback gets passed on to the team! Thank you, Florian Geiger Head of Customer Success Userlane ### 35. Great tool, great help with the introduction of new applications **Rating:** 5.0/5.0 stars **Reviewed by:** Katarina S. | IT-Projektmanagerin, Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2022 **What do you like best about Userlane?** Less training is needed, there are fewer/no questions about how to use the system. We use Userlane for our CRM system (SAP C4C) and intranet (SAP Jam) **What do you dislike about Userlane?** In the beginning it is a high effort. The initial mapping of the processes is complex, because on the one hand you have to know the processes step-by-step and on the other hand you have to understand how Userlane works. **Recommendations to others considering Userlane:** The admin must have a thorough knowledge of the processes in order to create the tours correctly. It is also important to constantly promote Userlane, otherwise the tool will go down and will no longer be used. **What problems is Userlane solving and how is that benefiting you?** We no longer have printed manuals, which in case of doubt are no longer up to date after 2 months. We can quickly and easily adjust any process step and users can see it immediately. **Official Response from Itamar Freiman:** > Katarina, Thank you for the feedback. Glad to read that you find it valuable and as to your remarks regarding the start, indeed you need to know the process, however part of the benefits of Userlane is that you can have process experts that can contribute to the creation of the guides, i would be happy to further discuss this with you . Itamar Freiman VP Customer Success Userlane ### 36. Intuitive and impact driven **Rating:** 5.0/5.0 stars **Reviewed by:** Paulina d. | Digital Communications and Platform Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 02, 2022 **What do you like best about Userlane?** I like how simple the creation can be with the very smooth UX of the back-end. Many people learn by doing and not just simply reading guides so this adds a very unique kind of learning content to our portfolio. The analytics are a great touch too so that we can gauge the performance of different userlanes and announcements. **What do you dislike about Userlane?** I wish that there was an automatic translation function. It is a pain to crowdsource different translations and manually enter them as different languages. I also wish the tooltip function worked properly because I've noticed a few bugs. **Recommendations to others considering Userlane:** Users really enjoy this interactive content type to navigate through our pages or learn how to do something hands on. **What problems is Userlane solving and how is that benefiting you?** Change communications (announcements), intranet navigation knowledge, content creation knowledge. The benefits include an easy and effective way to disseminate information quickly and upskill our users. **Official Response from Itamar Freiman:** > Paulina, Thank you for your detailed feedback. Employee upskilling is a challenge many of our customers are tackling with the help of Userlane and I love to read that Userlane provides the impact you need to achieve your this goal as well as your communication goals and that your end users enjoy it. We are making continuous improvements and you'll find, if you haven't already that tooltips is and will grow further. As to translation, lets discuss on how we can assist and improve your experience. Itamar Freiman VP Customer Success Userlane ### 37. Userlane is easy to use and helps your customers to drive through your software! **Rating:** 5.0/5.0 stars **Reviewed by:** Hendrik S. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** September 25, 2022 **What do you like best about Userlane?** Editor mode to capture userlanes, integration of video and GIFs **What do you dislike about Userlane?** Sometimes its not easy to track all navigation points but the support helps here **What problems is Userlane solving and how is that benefiting you?** explaining users how to handle the own software **Official Response from Florian Geiger:** > Hi Hendrik, thank you for your review, we are happy to see how you utilize Userlane to ensure sustainable assistance and success for your customers! Thank you, Florian Geiger Head of Customer Success Userlane ### 38. We did have some challenges when started, but go a lot of good help from the support team **Rating:** 4.5/5.0 stars **Reviewed by:** Robert P. | Customer Success Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 06, 2022 **What do you like best about Userlane?** The team at Userlane they are fantastic. **What do you dislike about Userlane?** It can be, in some situations, hard to get some lanes to work in our application. **What problems is Userlane solving and how is that benefiting you?** Help our customers to use our application and guide the user in different tasks. **Official Response from Florian Geiger:** > Hi Robert, thank you for your great feedback, we will make sure to share this with the team! In some cases, it can be tricky to implement smooth guides depending on the underlying application, but you already mentioned our team - we are always there to help and assist with also these types of challenges, and so far, we've always almost found a feasible and valuable solution. Thank you, Florian Geiger Head of Customer Success Userlane ### 39. Userlane: the digital adoption solution. **Rating:** 5.0/5.0 stars **Reviewed by:** Peter v. | Product Owner Digital Sales, Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2022 **What do you like best about Userlane?** The simple way to construct and maintain lanes to guide your users and the insights you get in the usage, defects and successful finishes. **What do you dislike about Userlane?** I don't dislike anything about the continuously expanding Userlane solution. **Recommendations to others considering Userlane:** If you are looking for a Digital Adoption Platform, you have to look into Userlane. The growing functionality makes it an interesting and easy to manage solution to guide your users/customers through the system at their time and desire. **What problems is Userlane solving and how is that benefiting you?** We use Userlane to (1) guide our customers through features they don't often use, (2) communicate upcoming events and (3) promote and explain new features. **Official Response from Itamar Freiman:** > Peter, thank you for your feedback. Great to read that you also find it simple to create and maintain guides and that getting insights through the analytics allows you to further improve. We put a lot of focus on making the tool easy to use all the while empowering for complex scenarios. As you mentioned we are continuously evolving the product, more to come soon ;-) Itamar Freiman VP Customer Success Userlane ### 40. Interactive Guides Without the Hassle **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2022 **What do you like best about Userlane?** Teach an employee to use Userlane guides, and let them teach themselves how to use your software! Guides are straightforward and easier to create than with similar services; if something changes in your software that causes the guide to malfunction, you're automatically informed. Your assigned Customer Service Manager is a quick email away from helping you solve any issues you may experience. **What do you dislike about Userlane?** It is a slight disadvantage that most of their representatives are in Europe while we are in North America; this makes finding amicable meeting times a bit tight! However, they are always willing to work a bit later in a pinch, and this slight disadvantage has not greatly affected our overall experience. **What problems is Userlane solving and how is that benefiting you?** As an organization that is highly reliant on technology, we are able to onboard new employees more effectively and roll out tech updates to our tenured employees with minimal disruption to their daily workflow. **Official Response from Florian Geiger:** > Thanks a lot for leaving a review! We agree, time zone differences are sometimes challenging. It's always good to work with someone understanding when it comes to finding suitable meeting times, though - so thank you! And if things really get tough, we're always willing and trying our best to become creative. Thanks, Florian Geiger Head of Customer Success Userlane ### 41. Userlane is a very good tool to enhance online-software products. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Chemicals | Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2022 **What do you like best about Userlane?** The userlane-journeys are easy to create and if issues arise the support from userlane helps fast & competent. **What do you dislike about Userlane?** The software we use has some weird dropdown menus which needed a bit of tinkering to make userlane work flawlessly. but that's complaining on a very high level. **Recommendations to others considering Userlane:** Userlane has the potebtial to enhance the UX & UI of Software tremendously and gives you as admin the possibility to create content without having programmers change the whole product. **What problems is Userlane solving and how is that benefiting you?** We use Userlane to introduce new features and explain new functionalities. Userlane Announcements are used for direct customer contact and also for collecting feedback. Tooltips enhance the usability of our software and adress questions where they're asked. **Official Response from Itamar Freiman:** > Thank you for your feedback. I like it, great tool and great team ;-) Fast, simple and effective value is our focus. And having said that, as you mentioned, there are sometimes "weird" parts of an application that will require a bit more tinkering, but our top R&D team is also working to improve that. Great to read that you are having a good experience and gain value from the Userlane solution and partnership. Itamar Freiman VP Customer Success Userlane ### 42. Professional service and a great tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Karol K. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 12, 2022 **What do you like best about Userlane?** The simplicity of the tool! Userlane offers a lot of possibilities, but the entry threshold is really very affordable. You do not need technical knowledge to manage the tool and develop your skills step by step. **What do you dislike about Userlane?** Everything is fine. Even if there are minor errors or doubts, Userlane Support is available to quickly explain everything and help you. **Recommendations to others considering Userlane:** Great choice, I recommend checking it out for yourself **What problems is Userlane solving and how is that benefiting you?** Userlane helps us to involve users in getting to know our product. Not only those new users who need to be shown the basic values of the product (onboarding). Userlane also works well in more advanced scenarios. We also use the tool to recommend content, which increases our usage. **Official Response from Itamar Freiman:** > Karol, Thank you for the feedback. Glad to read that you find it valuable and you are able to achieve your goals with the simple and complex scenarios you have. As you said we are always here to guide and support through our joint journey. I appreciate the recommendation, as it helps spread the word and helps potential new users make a decision. Itamar Freiman VP Customer Success Userlane ### 43. Great UX for admin and end-user **Rating:** 5.0/5.0 stars **Reviewed by:** Sara G. | Training Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2022 **What do you like best about Userlane?** The ease of use of the tour creation and maintenance, fantastic customer support team **What do you dislike about Userlane?** The error reporting pages are not very easy to understand, and lack of tour branching at the moment **What problems is Userlane solving and how is that benefiting you?** Userlane is crucial in helping our learner audience get comfortable with the UI in a sandbox as part of their training experience. **Official Response from Florian Geiger:** > Hi Sara, thank you a lot for your feedback, and of course also for highlighting our support team - we will make sure this is shared with the team! Also, thank you for your comment on the error reporting and branching - we always take our customers' input into consideration when planning our roadmap. Whilst our analytics are continuously enhanced, we will also keep branching on our radar and will notify you about any updates. In the meantime, our team would be happy to advice on potential approaches and workflows there - just reach out to your Customer Success Manager for any further strategies or also get in touch with me directly in case that is easier. Thank you for being our customer! Thanks, Florian Geiger Head of Customer Success Userlane ### 44. Good product with top service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Userlane?** With Userlane we are able to lead our users through our system and explain important details easily. If any problems occur, we get informed by email and we can then analyse and solve the issue directly. **What do you dislike about Userlane?** I would love to have some more editing options for the announcements (e.g. tool bar or setting to show the announcement until it is closed by user) **What problems is Userlane solving and how is that benefiting you?** UL is improving their reporting constantly which helps to start better analyses. UL is also adding new options regularly which are really helpful **Official Response from Florian Geiger:** > Thank you for your reflected review and also your enhancement suggestion! Regarding additional editing options - it would be great if you could address this either with your Customer Success Manager or with me directly. We would be happy to hear your thoughts on this and to share this with our Product Management for some further assessment! Thank you, Florian Geiger Head of Customer Success Userlane ### 45. Very interesting tool! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2022 **What do you like best about Userlane?** Learning is focused on the moment the learner needs it, that's key in any learning experience! Announcement feature helps a lot to put attention on a specific topic and trigger the users to pay attention. **What do you dislike about Userlane?** Creating the lanes and maintaining them up to date can be time-consuming, especially if it is for a system with processes changing continuously. It must be considered when considering which content to include within Userlane. **What problems is Userlane solving and how is that benefiting you?** The main purpose of Userlane was to help our users use our new HRIT system (Workday) properly. It is a big system, with a lot of processes, that not all users have to do on a regular basis. Userlane was there to support at the moment a user would need to do a process for the first time, which could be months after the live trainings we organized. **Official Response from Florian Geiger:** > Thank you for your detailed review and feedback, constructive feedback is always invaluable! I agree, as with any other software solution, implementation and maintenance should not be underestimated when aiming for sustainable success. This is something where our Customer Success Team is more than happy to collaborate on a holistic content strategy with you - in combination with a mix of content types such as guides and our recently released Tooltips, this allows to reduce efforts to a minimum even on top of a dynamic application. Please feel free to reach out to your Customer Success Manager, we would be happy to assess this together with you. Thanks, Florian Geiger Head of Customer Success Userlane ### 46. Very intuitive software tool which assists users with complex systems. **Rating:** 4.5/5.0 stars **Reviewed by:** Anton D. | Praktikant Customer Relationship Management, Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Userlane?** The user gets a tutorial for specific processes in complex software and as an editor one can decide which process steps should be in the focus. **What do you dislike about Userlane?** The software has sometimes technical problems where support from the company is needed if one is not fluent in HTML. **Recommendations to others considering Userlane:** Calculate the potential benefits and then look if the outweigh the costs of Userlane. **What problems is Userlane solving and how is that benefiting you?** The benefits are less training and follow-up training. This results in more training ressources and time savings. **Official Response from Florian Geiger:** > Hi Anton, thank you for your feedback! We agree, depending on the underlying application, it sometimes can get tricky. This is the reason why we do not limit our Support Team to break-fix support but in addition to our training offering are eager to assist on all questions that might possibly arise to ensure smooth onboarding and enhancement. In addition, and in case you are interested, we'd be happy to recommend basic tutorials regarding web technologies that we are also utilizing internally on the course of employee development - feel free to reach out if this would be helpful for you! Thanks, Florian Geiger Head of Customer Success Userlane ### 47. Easy-to-use digital adoption platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** February 28, 2022 **What do you like best about Userlane?** Userlane is an easy-to-use tool for building engaging digital adoption assets like e.g. guided tours through our software or notifications about new features. It's very straightforward to use and also provides useful analytical insights into the usage of the assets built. The team at Userlane is great! Really good customer service and support whenever we have questions or bugs to be resolved. **What do you dislike about Userlane?** Userlane currently doesn't support standalone beacons or hotspots that can be placed on top of a software, but mainly focuses on click-guides for whole workflows. **What problems is Userlane solving and how is that benefiting you?** We're leveraging Userlane for our online training, building interactive guided tours that allow our learners to learn certain features or workflows directly inside our software. **Official Response from Itamar Freiman:** > Thank you for your feedback. Great to read about your process of getting insights to improve and ease maintenance through the analytics view. We put a lot of focus on making the tool easy to use all the while empowering for complex scenarios. Additionally we are continuously evolving the product and you'll very soon have the ability to have hotspots as well. I'd be happy to hear more from you if you wish. Itamar Freiman VP Customer Success Userlane ### 48. Improved onboarding experience of end-users! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 31, 2022 **What do you like best about Userlane?** Userlane is very easy to set up and creating and improving walk-through guides is quick and simple. Additionally, the onboarding experience of end-users improves notably through the implementation of lanes. **What do you dislike about Userlane?** Especially managing lanes in different languages can get quite complex quickly when the lanes don't stay the same over time. It would be helpful to have an easier way of managing changes. Furthermore, analytics cannot be exported from Userlane. **What problems is Userlane solving and how is that benefiting you?** Moving into an age of self-guided Learning / eLearning combined with an increased need for timely implementations of cloud-based software systems, Userlane improves the onboarding experience and helps to drive adoption. **Official Response from Itamar Freiman:** > Thank you for the feedback, it is great to read that your end users are being helped at the right time at the right place and that that their onboarding is notably improved and drive adoption of the software. I agree that it gets more complex with the maintenance of multiple language and software changes, and we are working towards improving this experience nevertheless this will always require a process and I'll be happy to discuss with you on how you can structure such a process that will improve your experience and will ease the process . Itamar Freiman VP Customer Success Userlane ### 49. Especially useful and convenient software. Highly paced development process. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Commercial Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** September 14, 2022 **What do you like best about Userlane?** The seamless integration of the interactive tutorials and the outstanding onboarding process in using this tool. **What do you dislike about Userlane?** The lack of copy or moving steps inside or between individual tutorials. **What problems is Userlane solving and how is that benefiting you?** Userlane helps us to provide our customers with all information they need to use complex software. **Official Response from Florian Geiger:** > Thank you a lot for your positive review! It would be great if you could share your thoughts behind the mentioned functionality to copy or move steps with your Customer Success Manager or me directly - we would love to understand this scenario to explore potential solutions with you or to loop in our Product Management for an evaluation of this request! Thank you, Florian Geiger Head of Customer Success Userlane ### 50. Great tool for user training. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2022 **What do you like best about Userlane?** A young and highly motivated team that always tries to find the best fitting solution for a client. A collaborative working style with other service providers. **What do you dislike about Userlane?** Nothing missing in the product for productive use. **Recommendations to others considering Userlane:** Include design and setup at an early stage of the implementation - training will become an easy task! **What problems is Userlane solving and how is that benefiting you?** Companies need a practical and re-usable solution for software training that does not require a huge amount of maintenance in production mode. Especially for cloud-based solutions like Workday publishing two major release changes a year. Userlane offers an easy to use solution for processes that are complex and seasonal like Performance Reviews etc.. **Official Response from Florian Geiger:** > Thank you for your detailed review and sharing your experience with Userlane on Workday! It's great to hear that there are currently no requirements Userlane doesn't respond to - if there should be any in future, please always feel free and make sure to bring them up with your Customer Success Manager, and we are happy to assess them together with you to find a suitable solution or to loop in our Product Management for further evaluation. Thanks, Florian Geiger Head of Customer Success Userlane - [View Userlane pricing details and edition comparison](https://www.g2.com/products/userlane/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-18+04%3A13%3A45+-0500&secure%5Bsession_id%5D=817d5907-559d-4f3c-b5fe-1cdc284676b4&secure%5Btoken%5D=2b65e8278732abdfe160f7c8552fcc86b68328772e4cd4fb96e721f3c5f95701&format=llm_user) ## Userlane Features **User Analysis** - Survey Implementation - Data Analysis **Generative AI** - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles **User Support** - User Segmentation - Multi-Language Support - Behavior-responsive Messaging **Self-Service Platform** - Branding - Automation - Integrations **Walkthrough Type** - Text Bubble Walkthroughs **Platform Basics - Digital Adoption Platform** - Integration - Communications **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Analytics - Digital Adoption Platform** - Analytics **Functions - Digital Adoption Platform** - Customer self-service - In-app guidance **Agentic AI - Digital Adoption Platform** - Adaptive Learning ## Top Userlane Alternatives - [WalkMe](https://www.g2.com/products/walkme/reviews) - 4.5/5.0 (549 reviews) - [Whatfix](https://www.g2.com/products/whatfix/reviews) - 4.6/5.0 (518 reviews) - [Pendo](https://www.g2.com/products/pendo-io-pendo/reviews) - 4.4/5.0 (1,741 reviews)