Userlane Reviews & Product Details

Userlane Overview

What is Userlane?

Userlane is a no-code Digital Adoption Platform that is designed to maximize software adoption by allowing anyone to master any software instantly. This is made possible with our step-by-step interactive guidance technology and on-demand Virtual Assistant that offers contextual and tailored support to software users whenever they need it. Our solution can be used for both employee onboarding and training (enterprise digital adoption) as well as customer onboarding and self-service (for software vendors). Our step-by-step, on-screen interactive guides lead users through digital processes in any browser-based software in real-time, helping them achieve their goals quickly and effortlessly. Userlane onboards employees and customers faster, reduces support tickets and costs (by up to 75%), and increases user satisfaction and productivity. Our DAP is the ideal solution for enterprises with a global, distributed workforce wanting to automate and scale their software training and support effectively and efficiently. With our product, you can achieve faster time-to-value and quicker expansion, all with less maintenance effort. With Userlane, you can ensure that all your users (be they employees or customers) are productive and engaged in any software application from day one—no external training materials or IT support required! Drive digital transformation and digital adoption in your organization with our technology and make working with new, complex software a truly delightful experience.

Userlane Details
Website
Languages Supported
German, English, French, Italian, Spanish, Chinese (Simplified)
Product Description

Userlane is the fastest and most intuitive Digital Adoption Platform for enterprise companies on the market. We offer enterprise-grade quality with a consumer-grade user experience. Our product is a guidance layer that goes on top of any browser-based software application. Users are guided step-by-step through all digital processes they’re required to navigate on-screen, in real-time.


Seller Details
Seller
Userlane GmbH
Company Website
Year Founded
2015
HQ Location
Munchen, Germany
Twitter
@UserlaneHQ
8,809 Twitter followers
LinkedIn® Page
www.linkedin.com
80 employees on LinkedIn®
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Userlane Reviews

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AR
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

There are many things, but here the important ones:

- Solution-oriented and open-minded company & people

- Always striving to develop and improve themselves and their software

- Commitment to our goals as if they were Userlanes ones

- Feels like being a team

- Enthusiasm and passion for people development

- Great & innovative product and very easy to implement

I enjoy the cooperation and would recommend Userlane to other companies, if they are just as open to a cooperation of equals! Review collected by and hosted on G2.com.

What do you dislike?

- Customer Service should stick more to individual needs of their customers

- Analytics should be more customizable Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Give it a try - you won't regret it! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

- Roll-Out and implementation of our new employee software

- User Onboarding Review collected by and hosted on G2.com.

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Response from Itamar Freiman of Userlane

Hello,

Thank you for your frank feedback, it is highly appreciated.

As you have mentioned, we strive for more than just delivering a great and easy-to-implement solution. We work with our users as partners of ours.

We always welcome constructive criticism, and therefore if you can share your contact details, I will contact you directly in order to discuss your concerns about our Customer Service. If you prefer to contact us instead, that would be highly appreciated.

Regarding your wish to have more customizable Analytics, I am glad to let you know that a revamp of the Analytics module is currently under work and soon you will be able to benefit from it.

Best,

Itamar Freiman

VP Customer Success

Userlane

Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

- Simple interface easy to use and customize

- Pursues gamification approach

- Quality and stability

- Virtual assistant

- Opportunity to create different support guides for different user groups

- Support during implementation, launch, strategy planning Review collected by and hosted on G2.com.

What do you dislike?

- Not being able to export content for translations

- No direct integration with our CRM solution Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Really easy to integrate and react to customers specific needs. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Userlane is a high-quality product specifically designed to meet the needs of larger corporations like ours - also on an international scale. With the help of Userlane we can extremely accelerate our onboarding of new e-commerce features. Working with the Userlane team has been great so far. The team always listens to our concerns and they always strive to improve the product by implementing suggestions and requests we put forward. Review collected by and hosted on G2.com.

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It Consultant
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Userlane is a digital adoption platform that allowed us to install custom-made interactive walkthroughs on a whole platform with mutiple different software applications. I wasn't aware that such a solution existed until a few months ago when we looked for an onboarding tool and we decided to test Userlane on our SAP Fiori platform. I'm in charge of creating guides for employees in different departments based on requirements. I'm not an end user but what's called a "Userlane manager". So my perspective is only relevant for people who will work on creating such interactive tours. In general, I really enjoy working with Userlane. It's definitely easier to create content for interactive tours than updating documents with screenshots and text. It takes some time to get used to the editor but once you get going the process is really easy. Review collected by and hosted on G2.com.

What do you dislike?

It would be nice to have the opportunity to get all the analytics data on a excel sheet.

Userlane mentioned they're currently working on it.

Same goes for exporting all the content in pdf format.

We had a problem once with a box blocking access to a menu. Userlane offers the opportunity to move boxes and speech-bubbles around if the system doesn't place them correctly. But in that specific case, every position was basically bad. We had to schedule a call with support to solve the problem. They showed us a workaround that eventually solved the issue. However, it could have saved us time if the workaround had been explained directly in the support documentation we researched. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

70 Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Creating a well-thought concept for guides might take a while, but the actual process of creating them is very efficient.

There might be problematic steps here and there but it's fun to try to find the best way to make them work in the right context and with the right intent.

We receive support and guidance always from the same customer success manager and she's doing a great job. She knows all the ins and outs and is basically part of our team. But if I had to single something out I would take the great respond time, which is a huge value to me and the whole company.

Segmenting users and create contextual guides are great features. Users are not overwhelmed with information which is not relevant for their role or the context they're working on.

Great user interface. Review collected by and hosted on G2.com.

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Founder
Internet
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

For us, Userlane helped us to make user onboarding and education after updates very easy. Creating the experiences is very easy and intuitive. From user side we also get a lot of good feedback, the software really helps them understand things fast, and they can learn with real cases (no dry onboarding) - you can show users live with real data inputs what to do. This is especially helpful if you forgot something or did it only a few times in the past, with one click Userlane's experiences can be restarted the moment I need them. Review collected by and hosted on G2.com.

What do you dislike?

So far I could not say that I didn't like something. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Try to check all the features first that helps a lot when implementing! There are lots of great features, take that time! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Userlane helps not only customers but also our own new employees to understand things right in a very fast time. But especially for our customers it's a nice feature because we can show them (also dynamically based on what persona this customer is) their perfect onboarding... users tend to bounce less and it increased our lead->customer rate a lot. Review collected by and hosted on G2.com.

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Marketing Director
Computer Software
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Userlane is very well designed and the editor works with all browsers and is extremely user-friendly. We were able to build all of our guides after a couple of calls and new ones can be created extremely fast, and with multi-language capability. There wasn't a single occasion where a challenge presented wasn't solved (by their team) in an elegant fashion, allowing us to present an extremely professional onboarding solution that looks like a part of our app to our enterprise clients. The analytics show you straight away where your guides are/aren't performing and where users are dropping out, allowing you to address the issues. Not only that, but they are also monitoring performance regularly and providing help, advice and feedback on how to best use the tool. We're able to send out deep links via our support team to allow users to not only go to the right page in the app, but also to trigger a specific guide to help them, which is a great feature! They're also a great bunch of people committed to their product, but more importantly, to the success of their customer: us! That's pretty rare to find these days; many companies say it, but not many practise it! Well done! Review collected by and hosted on G2.com.

What do you dislike?

The only challenge we found was wanting a feature they didn't have: we wanted to have user-level analytics for every user taking one of our guides in the app, and while it doesn't exist, it's on their roadmap and due to be delivered this year, addressing that need for us. They even involved their UX team to reach out to me to get my feedback on how it should function! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Userlane was implemented into a piece of workshop management software we built for an enterprise client. Better than classroom or book-based training, it allows users to try out the software interactively, entering in information and learning the system...while using the system, which is way more effective at onbvoarding. We chose Userlane as their solution for languages was simple, elegant and not available in any of their competitor's products, which was super important to us as our enterprise client has representation and is growing across the globe. Review collected by and hosted on G2.com.

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Software Developer
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

* Easy to implement, started within a day on our live stage

* Customizable

* Excellent customer support

* Regular updates with new features Review collected by and hosted on G2.com.

What do you dislike?

* analytics reports could be downloadable

* still waiting for promotion feature Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

* User onboarding

* Proactive communication

* Tutorials Review collected by and hosted on G2.com.

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Sales Operations Specialist
Computer Software
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

It's hard to say what the best feature is because there are so many that I enjoy.

- It is very easy to use, not only setting up the lanes, but also editing the text for each step without having to go back into the lane itself.

- It is extremely customisable so I can match the theme of the lanes to that of my company.

- It is easy to collaborate with others on the lanes and share to others that need to look over them with the link provided for each lane.

- The support team is really helpful and has responded quickly to all my questions. Review collected by and hosted on G2.com.

What do you dislike?

The only thing I would like is to be able to choose the speed of the "Autofill" text, but I have already spoken to the team and they are looking into it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We were having an issue getting users through the first steps of using our product. With Userlane, we are able to walk new users through the process easily. Review collected by and hosted on G2.com.

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CE
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Now we can familiarize our new customers with our software ecosystem very quickly Review collected by and hosted on G2.com.

What do you dislike?

Nothing yet. So fare we looking forward to a solid working relationship Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Before Userlane, we needed to spend much time with onboarding our trial users and new clients manually in multiple support calls. Userlane allowed us to increase the trial-to-paid conversion by 10% and to reduce the onboarding time by17%. Review collected by and hosted on G2.com.

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AM
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Userlane is a very useful guide for automating on boarding. It saves time with the basics of a software platform so a Customer Success can focus on the customer's true mission. Their support is also top notch and very accessible, patient and realistic. . Review collected by and hosted on G2.com.

What do you dislike?

Sometimes it can be difficult to select certain elements on a platform when creating a userlane. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use Userlane for lower tier clients to help them with the software without having to dedicate hours to one on one support and training. Review collected by and hosted on G2.com.

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Marketing Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The userlane product is really simple to integrate in your SaaS product. You are up and running in very short time. The user guides are easy to setup and in case of any questions the userlane team takes care of your concern quickly. All in all a great tool to get a better user onboarding for your product. Review collected by and hosted on G2.com.

What do you dislike?

Although I can fully recommend Userlane, I would appreciate an autosave function to avoid the loss of unsaved userlanes. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Better User onboarding

Less support tickets Review collected by and hosted on G2.com.

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EC
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

It is really simple to use and one can implement userlanes without programming knowledge. The user experience is designed to be easy and could be described as the IPhone or IOS for onboarding. Review collected by and hosted on G2.com.

What do you dislike?

Staying in the comparision to the IPhone and IOS. Userlane is easy to use but not everything is customisable - which it does not necessarily need. However the team is really helpful and listens to suggestions. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Tutorials help with the customer experience but are time consuming to implement. Userlane saves a lot of time while delivering a great looking tool for our customers. Review collected by and hosted on G2.com.

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UC
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

We are especially enthusiastic about the focus on supporting start-ups in their founding phase. We are benefiting from the idea to help young companies that have not the resources and opportunities to fully support their new customers yet. That’s great! Review collected by and hosted on G2.com.

What do you dislike?

There is nothing we would specifically criticize. The implementation was at the first time challenging us a bit but not more than the first use of any other tool. After a while you get used to it and learn how to get the best overview of all functions and possibilities. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Userlane is helping us to offer immediate and professional support to our customers. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

- easy to install, implement and maintain

- no technical hurdles

- customizable

- great customer support

- regular releases of new features

- great user experience

- users get in-app interactive help on the spot

- improves user engagement and user onboarding Review collected by and hosted on G2.com.

What do you dislike?

- no pricing model for starters with only a few end-users Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

- better user onboarding

- more user engagement

- higher conversion rate Review collected by and hosted on G2.com.

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