Userlane Reviews

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...

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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! 🙌

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.

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

Mark, Thank you for the detailed feedback, it is very much appreciated as it allows us to celebrate success and improve. Great to read about the ease and fast pace of the onboarding, and now with the use of our analytics views you are looking to assess and improve upon the first delivery. Analytics is one place where we pour a lot of focus and the recent and coming "improvements" will be very valuable...

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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.

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

Hi Anton, thank you for the feedback, I love reading that your end users are being helped at the right time at the right place and that it was easy for you to learn how to utilize Userlane. Self-hosting indeed has a few small differences then the online version due to technical constraints. I'll be happy to have a conversation with you and see how can we best plan for the future with you. Itamar Freiman VP Customer Success Userlane

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.

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.

Hi Tatum, thank you for the detailed feedback, it helps us understand what we do well and where we have opportunities to improve, which is a constant part of the Userlane mindset. Seeing that you are able to achieve the outcomes you are aiming at with the help of our solution and in partnership with the team is putting a smile on my face. If you are open to having a discussion, let me know through your CSM. Itamar Freiman VP Customer Success Userlane

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.

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.

Daniel, thank you for your feedback Glad to hear your positive experience with Userlane and the value it is adding to your users. We are continuously working on improving our product and are happy to share that rich text editing is currently in our roadmap. Bengi Tetik Marketing Manager Userlane

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.

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

Niek, thank you for your feedback It is great to hear you had a positive experience with creating guides on Userlane. Stability is a top priority for us, and are continuously working to make guides as stable as possible! Bengi Tetik Marketing Manager Userlane

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...

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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.

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.

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

Daniel, Thank you for the feedback. Great to read about the flexibility and empowerment that Userlane enables for your teams and customers. As we know, onboarding and a great experience allows for retention and growth, and it's great to partner with you and help in achieving these. Itamar Freiman, VP Customer Success Userlane

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...

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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.

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.

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

Thank you for your frank feedback. It helps us understand what we are doing right and where we can further improve. Userlane is indeed made out of exceptional individuals that creates an amazing team and partner to align your journey with. I'm happy to read that you, as well, are seeing the impact the Userlane platform has on your onboarding and adoption. The product is constantly growing and improving and i'd love to get your feedback about it. If that's something you want to do, let me know. Itamar Freiman VP Customer Success Userlane

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

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

Thank you Evan for your frank and 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 people have on it. The product is evolving and by the second half of the year you can expect abilities along the lines you've mentioned and more, I'm sure you'll love it as some of the aspects will touch your points regarding failures. Nevertheless, I'd love to hear more about this point and will contact you to see where we can further assist. Best, Itamar Freiman VP Customer Success

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

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

Thank you Milena for your frank feedback, it is highly appreciated. I am aware of the issue that you are facing and it is being reviewed and worked on by our engineers as you know. I'm happy to see that the reasons for choosing Userlane are being applied and showing success in that short period of time, due to the intuitiveness and strong feature set. We're excited to partner with you for the coming years and create more value for you and your organization. Best, Itamar Freiman VP Customer Success

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.

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

Thank you Daniel for your frank feedback, it is highly appreciated. I'm happy to see that Userlane provides a perfect onboarding experience for your users and that it is easy to create and maintain and that you always have us ready to assist. Best, Itamar Freiman VP Customer Success

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

- additional costs for more languages and segments

Hi Benjamin, thank you for the feedback. Great to see Userlane's solution and team are helping you achieve your goals. Ease of use is a key pillar of our mission to empower you to create great experiences for your end-users while connecting you to other core elements you need for it such as with the Confluence integration. As to the additional points you've mentioned, we always strive to find valuable solutions, let's discuss. Itamar Freiman VP Customer Success Userlane

- 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)

- 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)

Thank you Hannah for your frank feedback, it is highly appreciated. Hearing from you that your partners are excited about the interactive tours is what we strive for. This is great, the combination of the ease of use of the system and of our CS responsiveness empowered you to achieve your goals. You'll be happy to hear that the analytics section is getting revamped and many more additions to the solution will be added to the functionalities. As for the more complex parts we are always available to troubleshoot together. Best, Itamar Freiman VP Customer Success

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.

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.

Hi Robert, thank you for the feedback, we are excited to hear that we are helping your company achieve its goals with the help of Userlane. Indeed once you tasted the solution and were able to create the guides, the focus is where to deploy them and we have built expertise in guiding our customers through this. Maybe corny but, oh so true, the success of our customers is our success. Itamar Freiman VP Customer Success Userlane

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.

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!

Thank you Thomas for your frank feedback, it is highly appreciated. I'm thrilled that you are able to grasp all the potential of the solution to achieve your needs through product accessibility and ease of use and that our CS organization is here for you to take you deeper when you need to achieve more complex outcomes. We're here and we'll keep it fun! Best, Itamar Freiman VP Customer Success Userlane

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

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

Thank you Mira for your frank feedback, it is highly appreciated. I'm thrilled to read your review and know that the combination of the ease of use of the system and the help our support provided empowered you to achieve your goals. You'll be happy to hear that the analytics section is getting revamped and many more additions to the solution will be added to the functionalities. Best, Itamar Freiman VP Customer Success

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.

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.

Thomas, thank you for the feedback. Glad to read that your onboarding process was positively affected by adding Userlane. Indeed, we are making continuous progress with the tool and are improving it, based on our vision and the feedback we get from customers, such as yourself. Itamar Freiman, VP Customer Success Userlane

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.

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)

Karol, Thank you for the feedback. It is great to read that your experience with Userlane - tool and team - is very positive, it is a journey for us to ensure we provide a great solution via a great experience. Itamar Freiman, VP Customer Success Userlane

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.

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.

Thank you for the detailed feedback. We strive to make it easy to create guides and to know where to focus on improvements and fix issues, all while providing a great experience for your customers, navigating through the guide. We enable various types of connections to third party systems and, I believe, we already can help you solve the issue in your suggestion; please contact your Customer Success Manager or via our support ticket and we'll find out. Itamar Freiman, VP Customer Success Userlane

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.

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.

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.

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.

Hello James, Thank you for your frank feedback, it is highly appreciated. It is always great to hear how the ease of use and intuitiveness of our solution made your work easier and empowered you to achieve your desired outcomes, without any overhead. In regards to your additional point, a revamp of the Analytics module is underwork and soon you will be able to benefit from it. Best, Itamar Freiman VP Customer Success Userlane

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.

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

Santino, thank you for your feedback It is great to hear your positive experience with the Userlane team and that you find our multilingual feature beneficial. Bengi Tetik Marketing Manager Userlane

It is a great tool to support our customers during the onboarding process. Statistics and data help us to identify customer engagement during that phase. The Userlane support is great and always offers support when needed.

It takes a bit of time to get used to using the tool and learn how to create guides. Sometimes, it can be challenging to change steps in an existing guide.

Marielle, Thank you for the feedback. It is great to read that the Userlane tool and support empowers you to achieve your goals of engaging with your end customers. We are continuously evolving the product and you'll experience very soon a new ability that I believe will help reduce your maintenance effort even further. I appreciate the feedback. Itamar Freiman VP Customer Success Userlane