Userlane is a digital adoption platform designed to help businesses streamline user onboarding, training, and support processes for their software applications. It allows organizations to create interactive, step-by-step guides and walkthroughs without any coding, enhancing user experience and driving software adoption.
Key Features
- In-App Guidance and Interactive Guides: Offers real-time interactive support directly within applications, guiding users through new features and processes at their pace.
- Tooltips: Enables users to add context-specific information, displayed when hovering over application elements, with an option to position a permanently visible icon indicating available tooltips.
- Avatar Mobility: Allows users to drag and adjust the Assistant avatar’s position within the software application, ensuring it doesn’t obstruct crucial elements or information.
- Cross-Origin iFrame Support: Ensures content creation compatibility with elements from different sources, enhancing flexibility and coverage in guiding users.
- Drag and Drop Content Creation: Simplifies the creation and rearrangement process for guides, promoting efficiency.
- Multilingual Support: Enhances global usability with features facilitating content creation in multiple languages, including automated translations for tooltips and guide steps.
- Advanced Analytics: Provides actionable insights on engagement, adoption, and retention (EAR metrics) of applications, supplemented with step details for a granular understanding of user journeys.
- Net Promoter Score (NPS) Integration: Enables direct feedback collection within the software application, facilitating user feedback and qualitative insights.
- Targeted Support: Features in-app support that presents users with relevant training content as needed, promoting personalized user journeys.
Use Cases
- Employee Training and Support: Enables employees to grasp concepts intuitively through self-service training.
- Digital Employee Experience: Provides continuous support across multiple channels to ensure a productive workforce.
- Software Adoption: Assists users in comprehending the full potential of software through in-app guidance.
- Digital Transformation: Ensures users have the support required to adopt new transformation initiatives seamlessly.
- Customer Onboarding: Aims for a quicker onboarding process with minimal frustration.
- Customer Support: Offers real-time in-app support to decrease support ticket volumes and associated costs.
Pricing
Userlane operates on a custom pricing model, where they tailor plans based on individual business needs and goals. While exact pricing isn’t publicly disclosed, Userlane offers a free guided trial, which allows potential clients to explore its capabilities. Once users are satisfied, they can choose from scalable pricing tiers specifically tailored to align with their business objectives.
User Experience
Userlane is renowned for its simplicity, prioritizing user-friendliness in its design. The vertically aligned editor offers a swift and delightful editing experience. With features like Tooltips, Avatar mobility, and drag-and-drop content creation, the platform ensures a seamless and efficient user journey.
Customer Support
Userlane offers various support channels, including live chat, email, and a comprehensive knowledge base. They also provide dedicated customer success managers for clients, ensuring smooth onboarding and continued support.
Community and Learning Resources
- Blog: Offers insights and best practices related to software adoption.
- Knowledge Hub: Features industry reports and videos about the Userlane platform.
- Webinars: Hosts industry experts discussing digital adoption topics.
Security and Reliability
Userlane prioritizes data security with GDPR compliance, Single Sign-On (SSO) and Two-Factor Authentication (2FA) certification, ISO 27001 certification, and accessibility certification. They provide regional data residency options, with data centers located in Germany, the Netherlands, and the US.
Integration
Userlane integrates seamlessly with popular platforms such as Confluence, Zendesk, KnowledgeOwl, and SharePoint.
