Userlane Erfahrungen

The best SaaS onboarding software on the market

Kommentare: It's been a very positive experience from the very first engagement with their team through to the monthly success calls I have with their team. After a short evaluation period with two other companies, it was obvious that Userlane were our best option for automating and speeding up user onboarding in our automotive management software. Not only is the software the best featured on the market, with elegant, simple solutions for multi-lingual guides and a very intuitive editor that coped with our complex software superbly, but they are also a fantastic group of people to deal with, always friendly, always listening, and genuinely committed to improving their product all the time by listening to customers. This is a rare thing to find in any company! From the moment we signed up, their team have been committed to helping us get the best out of their product, and through numerous remote meetings they have helped advise and build our on boarding guides, coping with whatever challenges have come their way from our solution. I can't recommend them highly enough; definitely one of the most innovative, elegant and simple solutions I've used in my 20 years in Marketing!

Vorteile:

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 also 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!

Nachteile:

There really hasn't been a single thing we've found yet that we didn't like. 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! 🙌

Simple yet powerful DAP with excellent support.

Kommentare: The evaluation and implementation phase was excellent. We are now in the hypercare phase and we are pleased with the results. Our channel partners are very impressed with the UX and it appears to be helping promote the product by providing a low/no-touch onboarding experience eliminating channel partner hesitation caused by worry that they would have to support onboarding of a SaaS application.

Vorteile:

It was extremely easy to implement. A novice can do the programming with little skill or requirement for training. It was intuitive and quick to deploy. We launched the application 6 weeks ago and now we are carefully monitoring the analytics to ensure that it is used as expected. Aftercare support is included with Userlane with a customer success manager.

Nachteile:

There are some limitations regarding branding and customization. However, the value for the money easily offset this limitation.

Userlane

Vorteile:

Userlane was easy to learn. The fact that the customer is able to integrate with the program and at the same time get information about the process thei're going through is great. Highlighting of a specific field is a feature we like.

Nachteile:

When using self hosting some features dissapear which is unfortunate. We'd like more "next" options.

Need something innovative and engaging? Get Userlane

Kommentare: Honestly, at first, their marketing and advertising caught my attention. I watched their whole series of You
Tube videos that showed us how Userlane could help my company launch it's new software platform that was in development. After viewing, we reached out for a free trial of the system and I was impressed with the response and support provided and the product itself. Soon enough we were signed up with Userlane and were assigned a brilliant Customer Success Manager that was on call to help us through any hurdles and questions that we had. Our path was a bit rocky regarding our product launch (no fault of Userlane, lol) but we have now successfully launched our new software to our users with Userlane providing a cornerstone of our training experience.
During my time with Userlane, new features such as Announcements, Search, Help items, and more in depth analytics have been added. Enhancements to existing features and new items are constantly in the pipeline to be improved upon or added. I know they take feedback and surveys seriously and constantly strive to make Userlane the best in the business. Which they are...

Vorteile:

It's hard to narrow down what I like most about Userlane. I love the flexibility of setting up Userlane experiences and learning paths, the administrative options on the dashboard are customizable to suit the needs of company, and the ease of learning the interface. The customer service that has been provided from day one of exploring potential options of this type of service, to now over one and a half years later has been top notch. I don't know what I would do without our Customer Success Manager who reviews our content, makes suggestions, helps troubleshoot difficult pages, and lets us know of future enhancements.

Nachteile:

I don't have anything that I do not like about Userlane. There are improvements that I would love to see like being able to export the analytics information to PDF or to Excel, maybe getting a few more "free" segmentations for users and pages as we're currently restricted to three without having to up our contract. Userlane is still a bit "young" as a company and service, so there is still room for growth but the improvements that have already been made are wonderful and I can't wait to see more.

Best Customer Service & People

Kommentare: Lovely. Would be nice if it had more feedback features or prompts

Vorteile:

Simple ability to setup a userlane Ability to create Userlane Folders URL & filter based visibility options and rules

Nachteile:

The people building the userlanes are frustrated that failures are more easily identified and that the process to fix can at times be complicated to rectify and recreate the issue

Userlane Review

Vorteile:

This software is useful as it lets us reach all of our customers with custom announcements and allows us to create guides that are useful for our users and help new users understand our platform.

Nachteile:

I think there could be more customisability on the platform with guides and announcements id like to be able to format text better and include more images in announcements.

Very powerful product

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

An easy way to familiarize new users with your software

Kommentare: i love it :)

Vorteile:

For us, Userlane is a great way to get new users onboard. And that without having to program ourselves. The guides can be built from the marketing team without programming knowledge.

Nachteile:

The training period for the backend software requires some familiarization. But we love the Userlane-Support-Team :)

Userlane works like magic!

Kommentare: It has been a great experience implementing Userlane in our software and working with the team at Userlane.

Vorteile:

Userlane Editor is very well-designed and user-friendly. I like how quick and simple it is to record a tutorial - I only need to click what I want my end-users to go through and ta-da a tutorial is created! I also like that I can provide additional information to the users, link each step out to a relevant article in our Help Center, add images, GIFs, emoji to my tutorials making it much more friendly to the end-users. I can also preview the tutorial before publishing it. We are now using Userlane for our product releases, but will be using Userlanes for trial user, new user onboarding, and staff training as well. The Customer Success team is extremely friendly and very responsive. I can reach out to them via email or livechat and they are always happy to help. Big shout-out to executives who have been super responsive.

Nachteile:

Not much so far. I did have lots of questions at the beginning but it's all like that when you implement a new tool - the support team is great though so this is not an issue at all. The Analytics could be improved but I know they have a plan to upgrade this feature.

Great software for customer onboarding and feature adoption

Vorteile:

The tours have had a really positive impact on our customer onboarding and feature adoption. They're easy to implement. The team is fantastic. Big shout out to [SENSITIVE CONTENT] in particular who was so helpful.

Nachteile:

The analytics could be better and I don't think the recent update helped, but there's still enough of what you need.

DB Cargo Review Userlane

Kommentare: Userlane is the perfect product for our customer onboarding as well as the support and keeps the customer posted trough the announcments functions.
In any cases according the editing and problem handling Userlane supports the editors and admins.

Vorteile:

intuitive to use and easy adoption, customer friendly design, continuously new feature (announcements, search function) dashboard functions are very helpful to see the customer experience

Nachteile:

Currently the language English isn't working correctly in our portal, but the customer service is working on that issue

Effective and easy to use onboarding software

Kommentare: Thanks to the Userlane tutorials our users have a perfect onboarding process in our software. This has helped us to improve the User Experience and significantly reduce the amount of customer support required. Working with the Userlane team has always been easy, fast and efficient.

Vorteile:

Once the software was setup and running, I was able to manage the content of the tutorials easily myself and also add new steps in the guides any time. This way I do not depend on others to keep the content of our onboarding updated (only if complex features need to be developed). The backend is easy to use and offers sufficient customization features.

Nachteile:

It's quite complicated to create or edit guides for a mobile software.

Perfect for onboarding of new users

Vorteile:

- Connection to Atlassian Confluence - Announcements for targeted groups - Edit chapters without coding knowledge

Nachteile:

- additional costs for more languages and segments

Once you get the hang of it, it's great!

Kommentare: Overall, I've really enjoyed Userlane! Our partners are always so excited to see that we have interactive tours available to them.

Vorteile:

- At least at the start, we had a really responsive and helpful Customer Success person. Their team has also done a good job reaching out to us for feedback. - Once you get the hang of building lanes, it's pretty easy (and kind of fun)

Nachteile:

- Our website had a handful of incompatibilities with Userlane that led to a need for creative workarounds, or resulted in errors. - Userlane reporting is in need of improvement (which is something I know they're working on)

it's fun to use!

Kommentare: It's fun working with the product AND their team.

Vorteile:

It is pretty simple to get started with Userlane and you can quickly set up your first couple of tours. Once you got the basics down you can dive in even further and we are looking forward to implementing the super pro functionalities that Userlane offers.

Nachteile:

There is nothing I really dislike about Userlane. It just takes a little bit of time to master it - which is also fun because their Customer Success Team is so awesome!

Oxceed and Userlane

Kommentare: The start-up help were super, [SENSITIVE CONTENT] that I had in the beginning gave us a very good introduction and help. We still struggle with some smaller problem with the combination with our platform.

Vorteile:

When you have finished a lane all work is done, not just have you been showed how to do the task. Were easy to get started, the hard thing were to decide on what do build userlane about. What will our customer need help with. We got some very good help in the start-up.

Nachteile:

We have some special set up of our software that is not a perfect match for userlane. But we do have some good lanes that are used on regular basis.

The line between great support and technical limitations

Kommentare: Since we're using the interactive tours in a very specific way, the guys from Userlane supported us at any time to access us all possibilities.

Vorteile:

* Support is a big thing at Userlane! Thanks for your great work. * Easy use of the tool * Technical possibilities and support for unexpected difficulties

Nachteile:

* Design Limitations * Analytics section needs improvement * Possibilities to include two different kind of media in one step

Customer onboarding tool

Kommentare: Overall very satisfied as it works well for our end-users and we get a lot of feedback that the userlane tracks are very useful. We have been using the product for >1y and saw it grow exponentially so excited to see what comes next.

Vorteile:

The insights are helpful so you can see which userlanes are used most often. The multi language option is important for us. Recording the steps works well once you are used to it. Easy to use for the end-user. Smooth integration in our own platform.

Nachteile:

They are still a start/scale-up so not all features are as stable as expected. But this said it also gives us a lot of opportunities to talk to Userlane to get things moving when something is happening.

It was a good choice!

Kommentare: As much as a very good tool, we liked the approach of Userlane. Professional, contact and flexible approach, and above all, quickly reacting. Quick response to e-mail and immediate appointments helped a lot in the rhythm of our cooperation.

Vorteile:

Many solutions use the slogan "user friendly", but this is not always true! It was different with Userlane, from working with the demo it was noticeable that you do not need technical skills to work with this tool. This is especially important because in every product who another is the owner of the product and we do not want to multiply the people involved.

Nachteile:

There are no perfect solutions, sometimes we had to compromise because the tool was not 100% adapted to our product (this is not the fault of the tool, which must be universal, it is rather the specificity of our product)

Implementing Userlane in the HR context

Vorteile:

Userlane really helps users to learn new softwares in a modern way without overhelming them. You can easily combine it with software trainings to give all users a feeling of security - you get help within the system whenever you need it. Also for administrators the new analytics dashboard is very helpful. If there are any problems or mistakes with some guides you can see it directly in the dashboard and solve it. In addition adding new guides oder changing existing ones is pretty easy and implementable for anybody, even without coding skills.

Nachteile:

A feature that could be really helpfull in the future is an integration with ticketing systems. Thereby the connection to the support, if users need it, can be improved within the system that is used.

Easy integration and much better onboarding experience for our customers.

Kommentare: Userlane is really helping us in onboarding new customers and explaining new functionality to our users.

Vorteile:

Very easy to create Userlanes. By using the Userlane plugin everybody can create Userlanes without a lot of technical knowledge. No coding required! Easy to use dashboard for analysis.

Nachteile:

Because Userlanes are built on top of the HTML DOM structure they sometimes 'break' after a new release and take some time to fix.

Userlane is helping us to offer immediate and professional support to our customers.

Kommentare: Userlane is helping us to offer immediate and professional support to our customers.

Vorteile:

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.

Nachteile:

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.

Easy and effective

Kommentare: We've long wanted to increase self-service for training, and this is exactly the tool we need to do that. Now our challenge is mainly increasing adoption among our users, but Userlane is regularly developing useful tools to do that, such as promoting specific lessons and announcing updates through Userlane itself.

Vorteile:

From a technical perspective, Userlane is very easy to work with. Our development team was able to add it to our product's UI quickly, and updating individual lessons or chapters is intuitive and immediate, without needing any additional help from the development team.

Nachteile:

We don't have a huge number of users, and it's difficult to filter out internal users, which makes interpreting the usage analytics rather difficult.

Userlane Review

Vorteile:

Userlane has a wonderful UI that is aestethically pleasing. Multilingual feature is an excellent option for diverse workforces. The technical support team were extremely helpful in all instances that they were called upon.

Nachteile:

No major issues have been experienced with the platform so far.

I highly recommend this in-app help to simplify user onboarding

Kommentare: - better user onboarding
- more user engagement
- higher conversion rate

Vorteile:

- 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

Nachteile:

- no pricing model for starters with only a few end-users - no downloadable analytics reports (but coming soon)