Userlike Review (2025): a detailed look into the live chat software

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data-bing-src="https://ui.customsearch.ai/api/ux/rendering-js?customConfig=6bdb716d-56c1-4d1d-89ec-21b3e0bfedef&market=en-US&version=latest&setLang=EN"> <div class="dots-bars-2"></div> </div> </div> </div> <main class="main has-comments"> <div class="scroll-indicator">   </div> <div class="review-header-wrap"> <header class="review-header review-header--chat"> <div class="review-header__breadcrumbs container"> <p class="breadcrumbs"><span><span><a href="https://www.tooltester.com/en/">Home</a></span> » <span><a href="https://www.tooltester.com/en/live-chat/">Live Chat</a></span> » <span class="breadcrumb_last" aria-current="page">Userlike Review: Live Chat Support from Europe</span></span></p> </div> <div class="review-header__cover" >   </div> <div class="review-header__inner container"> <div class="review-header__site-logo"> <a href="https://www.tooltester.com/en/" class="review-header__tt-logo"> <span class="sr-only">Tooltester</span> <svg class="icon icon-logo"><use 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<li>Whatsapp Channel</li> </ul> </a> </div> <div class="review-header__summary-item"> <a href="#pros-cons" class="review-header__pro-con-anchor"> <p class="review-header__summary-title">The Worst</p> <ul class="checklist checklist--cons"> <li>Setup is not always very intuitive</li> <li>Automated messages / triggered chats</li> </ul> </a> </div> </div> </header> </div> <div class="container content-wrap"> <aside class="sidebar review-sidebar-nav"> <div class="sidebar__mobile"> <button class="sidebar__btn" data-toggle="#toc" data-toggle-class="is-active" data-toggle-body-class="toc-open" aria-label="Toggle search" aria-expanded="false" aria-controls="global-search"> Table of contents <svg class="icon icon-chevron-down"><use xlink:href="#chevron-down"></use></svg> </button> <a href="https://www.tooltester.com/out/userlike" target="_blank" class="btn btn--quaternary btn--small">Try for free</a> </div> <div class="sidebar__header"> <a href="#reader-comments" class="sidebar__comments"><span class="disqus-comment-count" data-disqus-identifier="86234 https://www.tooltester.com/?page_id=86234"></span> comments</a> </div> <ul class="toc" id="toc"> <li class="toc__item"><a href="#overview" class="toc__link">Overview</a></li> <li class="toc__item"><a href="#screenshots" class="toc__link">Screenshots</a></li> <li class="toc__item"><a href="#pricing" class="toc__link">Pricing</a></li> <li class="toc__item"><a href="#pros-cons" class="toc__link">Pros/cons</a></li> <li class="toc__item"><a href="#rating" class="toc__link">Rating details</a></li> <li class="toc__item"><a href="#conclusion" class="toc__link">Conclusion</a></li> <li class="toc__item"><a href="#alternatives" class="toc__link">Alternatives</a></li> <li class="toc__item"><a href="#reader-comments" class="toc__link">Comments</a></li> </ul> </aside> <article class="content"> <div class="review-section-header"> <h1 class="review-section-header__title">Userlike Review 2025 <span>Live Chat Support from Europe</span></h1> <div class="review-section-header__meta"> <span class="review-section-header__date">Last updated: <time datetime="2023-06-27">Jun 27, 2023</time></span> <a href="#updates" class="review-section-header__link">See Updates</a> </div> </div> <div class="author-panel"> <div class="author-panel__content"> <p>This article has been written and researched by our expert tooltesters through a precise methodology. <a href="https://www.tooltester.com/en/tooltester-methodology/">Learn more about our methodology <svg class="icon icon-arrow-right"><use xlink:href="#arrow-right"></use></svg></a></p> </div> <div class="author-panel__group"> <div class="author-card"> <div class="author-card__media"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/INKA-1-160x160.jpg" alt="Inka Wibowo" class="user-avatar"> </div> <div class="author-card__text"> <p class="author-card__author"><a href="https://www.tooltester.com/en/blog/author/inka/">Inka Wibowo</a> <span class="author-checkmark" data-tippy-content="<strong>Inka</strong><br>Content Manager<br>BBus (Marketing), Griffith University<br>At Tooltester since 2018<br>54 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></p> <p class="author-card__role">Author</p> </div> </div> <div class="author-card"> <div class="author-card__media"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/ROBERT-1-160x160.jpg" alt="Robert Brandl" class="user-avatar"> </div> <div class="author-card__text"> <p class="author-card__author"><a href="https://www.tooltester.com/en/blog/author/robert/">Robert Brandl</a> <span class="author-checkmark" data-tippy-content="<strong>Robert</strong><br>Founder and CEO<br>BA (Hons) Munich University MUAS<br>At Tooltester since 2009<br>127 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></p> <p class="author-card__role">Researcher</p> </div> </div> </div> </div> <section id="overview"> <p><p>Although this <a href="https://www.tooltester.com/en/best-livechat-software/">live chat software</a> isn't as well-known as some of the other providers, it definitely makes an interesting first impression. <a href="https://www.tooltester.com/out/userlike" target="_blank" rel="noopener">Userlike</a> comes from Germany, and, being a European company it naturally supports all the EU privacy laws (GDPR etc.).</p> <p>But that’s just one of a surprisingly long list of perks. Feature-wise, it more than holds its own against big-name competitors like <a href="https://www.tooltester.com/en/live-chat/livechat-review/">LiveChat</a> and <a href="https://www.tooltester.com/en/live-chat/olark-review/">Olark</a>, offering advanced features such as multichannel messaging, asynchronous chat, voice and video calls, screen sharing, a chatbot API, and more.</p> <p>Its <a href="https://www.tooltester.com/out/userlike-ai" target="_blank" rel="noopener">AI Automation Hub</a> is also unique, offering AI-powered support tools such as a chatbot, Smart FAQ, knowledge base, and contact form suggestions.</p> <p>All this forms part of Userlike’s <a href="https://www.userlike.com/en/blog/introducing-unified-messaging" target="_blank" rel="noopener">Unified Messaging</a> offering - a way to help companies continue conversations with clients across various sessions (and even channels), and forge stronger customer relationships.</p> <p>With all this in mind, you might be wondering: is Userlike right for my business? Read on to see if it’s worth your time.</p> </p> </section> <section id="screenshots" class="block"> <h2>Screenshots</h2> <div class="swiper gallery-swiper"> <div class="swiper-wrapper"> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-dashboard-1.png" data-fancybox="gallery" data-caption="Userlike dashboard"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-dashboard-1.png" alt="Userlike dashboard" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-message-center-1.png" data-fancybox="gallery" data-caption="userlike message center"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-message-center-1.png" alt="userlike message center" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-widget.png" data-fancybox="gallery" data-caption="Userlike widget"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-widget.png" alt="Userlike widget" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-ai-automation.png" data-fancybox="gallery" data-caption="userlike automations"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-ai-automation.png" alt="userlike automations" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups.png" data-fancybox="gallery" data-caption="Userlike groups"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups.png" alt="Userlike groups" loading="lazy" /> </a> </div> </div> </div> <div class="swiper gallery-thumbs-swiper"> <div class="swiper-wrapper"> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-dashboard-1-300x169.png" alt="Userlike dashboard" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-message-center-1-300x176.png" alt="userlike message center" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-widget-300x170.png" alt="Userlike widget" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-ai-automation-300x179.png" alt="userlike automations" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-300x170.png" alt="Userlike groups" loading="lazy" /> </div> </div> </div> </section> <section id="pricing" class="block"> <h2>Userlike Pricing</h2> <div class="pricing"> <div class="pricing__row"> <div class="pricing__value"> $0 </div> <div class="pricing__description"> <h3 class="pricing__name">Free</h3> Includes 1 widget, 1 agent and unlimited chats </div> </div> <div class="pricing__row"> <div class="pricing__value"> $90 </div> <div class="pricing__description"> <h3 class="pricing__name">Team</h3> Includes 4 agents, 4 chat widgets, 1 additional channel, video calls, screen sharing, and Whatsapp channel. Allows API access </div> </div> <div class="pricing__row"> <div class="pricing__value"> $290 </div> <div class="pricing__description"> <h3 class="pricing__name">Corporate</h3> Includes 10 agents, 10 chat widgets, 3 additional channels, and access to chatbot API and AI Automation Hub. </div> </div> <div class="pricing__row"> <div class="pricing__value"> On request </div> <div class="pricing__description"> <h3 class="pricing__name">Flex</h3> Enterprise-level package, with 10+ widgets, 10+ agents, 4+ channels, plus white labeling, advanced routing, professional onboarding, and dedicated account manager. </div> </div> </div> <p>Prices for annual billing.</p> </section> <section id="pros-cons" class="block"> <h2>Pros / Cons of Userlike</h2> <div class="tabs"> <ul class="tabs__nav"> <li class="tabs__switcher is-active" data-tab-index="pros" tabindex="0"> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> Pros </li> <li class="tabs__switcher" data-tab-index="cons" tabindex="0"> <svg class="icon icon-cross"><use xlink:href="#cross"></use></svg> Cons </li> </ul> <div class="tabs__container"> <div class="tabs__content" data-tab-index="pros"> <h3>Pros</h3> <ul class="checklist checklist--dividers"> <li> <div class="checklist__content"> <h4>Unified Messaging</h4> <p>Userlike are serious about providing a communication channel that goes beyond your standard website messenger. Asynchronous chats and integrations with WhatsApp, Facebook Messenger, SMS and email are all possible</p> </div> </li> <li> <div class="checklist__content"> <h4>Calls and screen sharing</h4> <p>Voice and video calls are a relatively new addition, as is screen sharing.</p> </div> </li> <li> <div class="checklist__content"> <h4>Multilingual features</h4> <p>With live translations and customizable texts in 26 languages, Userlike helps you serve a global audience.</p> </div> </li> <li> <div class="checklist__content"> <h4>AI-powered chatbots and support</h4> <p>This impressive and unique feature includes an AI chatbot, Smart FAQ, and contact form suggestions. The hub is fed from a centralized knowledge base and uses natural language processing to understand and respond to customer queries, while also being able to forward conversations to human agents when needed. It’s available on the Corporate and Flex plans.</p> </div> </li> <li> <div class="checklist__content"> <h4>Whatsapp Channel</h4> <p>Through the Whatsapp Campaigns feature, you can proactively send personalized messages and offers to engage and nurture customer relationships. There is also the direct message-reply feature, which can enable efficient customer service. (Available on Team plan and higher)</p> </div> </li> </ul> </div> <div class="tabs__content" data-tab-index="cons" style="display:none;"> <h3>Cons</h3> <ul class="checklist checklist--cons checklist--dividers"> <li> <div class="checklist__content"> <h4>Setup is not always very intuitive</h4> <p>Unfortunately, the awkward interface and navigation don’t do the feature range justice, although we are seeing improvements in some areas (e.g. the modern-looking Message Center)</p> </div> </li> <li> <div class="checklist__content"> <h4>Automated messages / triggered chats</h4> <p>Although proactive chats and “widget routers” are possible, they are not as advanced as they could be</p> </div> </li> </ul> </div> </div> </div> </section> <section id="rating" class="block"> <h2>Userlike Rating Details</h2> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Ease of use </h3> <div class="stars stars--primary stars--large" style="--rating: 3.5;" aria-label="Ease of use rating is 3.5."></div> </div> <div class="rating-row__description"> <p>The interface isn’t the most exciting, nor is it the most intuitive we’ve used. A few settings are a bit more complicated than they need to be, such as setting up the widget routers and chatbots. But it’s not overwhelming, either: it just takes some getting used to.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Setup <span class="info-tooltip" data-tippy-content="How to add the chat software to your website.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Setup rating is 4."></div> </div> <div class="rating-row__description"> <p>Copy and paste the code into your site or use one of their plugins. It always takes a few moments until chat widget changes become active, which can be a bit frustrating at times.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Themes and Style Options <span class="info-tooltip" data-tippy-content="Available customization options for the chat bar your customers see.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 3;" aria-label="Themes and Style Options rating is 3."></div> </div> <div class="rating-row__description"> <p>The design customization options aren’t extensive, but you can do the basics – change the main color, chat button, and use a custom font. That being said, the options for customizing text are fantastic; you change the wording for pretty much anything, including buttons and tooltips.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Chat Client <span class="info-tooltip" data-tippy-content="Chat client / chat bar your visitors will see.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4.5;" aria-label="Chat Client rating is 4.5."></div> </div> <div class="rating-row__description"> <p>To the customer, the chat window looks modern, integrating nicely within the site. Shows a photo of the agent. Users can send files and voice messages, rate their chat experience after the chat is over, and also request a transcript.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Chat agent console <span class="info-tooltip" data-tippy-content="Backend for chat agents.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 5;" aria-label="Chat agent console rating is 5."></div> </div> <div class="rating-row__description"> <p>Userlike’s Message Center looks a lot more modern than the rest of the backend and is easy to navigate. You can view live conversations, past ones, and contact profiles in a CRM-like view.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Automatic messaging <span class="info-tooltip" data-tippy-content="The proactive chat options and triggers that are available.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Automatic messaging rating is 4."></div> </div> <div class="rating-row__description"> <p>You can create “widget routers” to set up rule-based triggers, although there are only 5 conditions available (in comparison, <a href="https://www.tooltester.com/en/live-chat/livechat-review/">LiveChat</a> offers 7, plus custom variables). You also have to embed a piece of code on your site for every widget router you want to use.</p> <p>However, you can set up timer-based “proactive chats” fairly easily, as well as goals for specific actions (e.g. user bought something after chatting to an agent). Behavior-based triggers can only be implemented by <a href="https://www.userlike.com/en/public/tutorial/api/javascript/remote" target="_blank" rel="noopener">altering the code</a>.</p> <p>With the introduction of the AI Automation Hub, you can now also elect to have your AI-powered chatbot initiate conversations, provide responses, and forward to an agent if required.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Offline mode <span class="info-tooltip" data-tippy-content="Offline options when no agent is around.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 5;" aria-label="Offline mode rating is 5."></div> </div> <div class="rating-row__description"> <p>Let visitors leave messages, or hide the chat window when your team is offline. Asynchronous chats are also possible – if you send a message to a contact while they’re offline, they’ll get notified via email, and can pick up the conversation again whenever they’re ready.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Shortcuts / canned messages <span class="info-tooltip" data-tippy-content="Use predefined text blocks for standard phrases.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 5;" aria-label="Shortcuts / canned messages rating is 5."></div> </div> <div class="rating-row__description"> <p>Canned messages can be set up easily (chat macros) as well as push macros (specific URLs that you can push your visitors to).</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Tracking & live analytics <span class="info-tooltip" data-tippy-content="Track your visitor's location and browsing behaviour.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Once you are engaged in a chat (not before), it will show detailed user information like the country, city and the visitor’s current page.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Multiple languages <span class="info-tooltip" data-tippy-content="Add chat support in different languages.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4.5;" aria-label="Multiple languages rating is 4.5."></div> </div> <div class="rating-row__description"> <p>You can use Userlike in 7 languages (English, German, French, Spanish, Italian, Dutch & Portuguese). It’s also possible to customize interface texts and/or to create chat widgets in different languages – Userlike offers default text for 26 languages. The same number of languages is available in Userlike’s excellent Live Translation feature, which lets you translate your messages into the visitor’s language, and to translate their responses back to your preferred language.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Ticketing system <span class="info-tooltip" data-tippy-content="Does it have its own help desk solution or will you have to use something external?">I<span>nfo popup</span></span> </h3> <svg class="icon icon-cross"><use xlink:href="#cross"></use></svg> </div> <div class="rating-row__description"> <p>Userlike don’t offer a solution for this.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Integrations and add-ons <span class="info-tooltip" data-tippy-content="External software that integrates with the live chat tool.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Zendesk, Salesforce and many more. The list of messaging channels that can be integrated is also impressive – WhatsApp, Facebook Messenger, SMS and email, plus more via API.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Team Management </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>You can assign skills, roles and aliases to your agents. What’s more, you can also define agent groups (e.g. “English”, “Spanish”). Userlike favours existing relationships so if an agent has spoken with the visitor previously, they will get assigned to them if they are available (they call this “Sticky Chat”). Users are also able to select between different groups, or can be assigned to an agent based on their skill-set. You can also transfer chats within your team.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Mobile support / apps <span class="info-tooltip" data-tippy-content="How well does it work on mobile phones?">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Works very well for website visitors on mobile devices – it adapts very well to small screen sizes.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Voice/video calls <span class="info-tooltip" data-tippy-content="Integrated system for making calls to the visitor">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Both voice and video calling are available if you have the Team plan. Calls can only be initiated by chat agents. Sending voice messages (by both parties) is also possible.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Cobrowsing <span class="info-tooltip" data-tippy-content="Lets visitors share their screen with the chat agent.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Screen sharing is available as part of the voice and video calls service.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Ban users <span class="info-tooltip" data-tippy-content="Block annoying users from chatting with you.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Type <em>$block</em> to ban a user. The chat client will not appear anymore for this user.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Log creation <span class="info-tooltip" data-tippy-content="Will there be a chat protocol available?">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>All chat conversations are stored and can be accessed through the Message Center.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Support </h3> <ul class="checklist checklist--tight"> <li >Live Chat</li> <li >Email</li> <li >Telephone</li> </ul> </div> <div class="rating-row__description"> <p>Their personal support worked really well in our tests. They also have plenty of tutorials available in the <a href="https://docs.userlike.com/" target="_blank" rel="noopener">Userlike guide</a>.</p> </div> </div> <div class="rating-row rating-row--rating"> <div class="rating-row__score"> <h3 class="rating-row__title"> Overall rating </h3> <div class="stars stars--primary stars--large" style="--rating: 4.1;" aria-label="Overall rating rating is 4.1."></div> </div> <div class="rating-row__rating"> <div class="rating-circle rating-circle--small rating-circle--cream" style="background: conic-gradient(var(--color-primary) 82%, rgba(230,230,230) 0 100%)"> <span>4.1</span> </div> </div> <div class="rating-row__description"> <p>The range and quality of features is excellent, and its AI-powered chatbots and knowledge base set it apart from other providers in the small-to-medium business space. The main things we’d like to see <a href="https://www.tooltester.com/out/userlike" target="_blank" rel="noopener">Userlike</a> improve are ease of use, and its automated/triggered messages – there are other live chat providers that do these better.</p> </div> </div> </section> <section id="conclusion" class="block"> <h2>A more detailed look into the live chat software</h2> <h3>AI Automation Hub</h3> <p>This is probably Userlike’s most exciting feature. Out of all the live chat tools we’ve tried, this is one of the few that offer this level of AI-powered customer support.</p> <p>With the <strong>AI Automation Hub</strong>, you get the option to offer various support channels to your website visitors and customers:</p> <ul> <li><strong>Knowledge base:</strong> A self-service resource that allows you to centrally store all the questions and answers you want customers to be able to find.</li> <li><strong>Contact form suggestions:</strong> A tool that analyzes visitors’ contact form queries in real time, enabling it to provide prompt answers while customers are typing. This reduces the volume of contact form submissions and minimizes repetitive inquiries.</li> <li><strong>Smart FAQ:</strong> An interactive help section that predicts queries as users type and can be integrated into multiple pages.</li> <li><strong>AI chatbot:</strong> An intelligent chatbot that can answer questions without agent intervention. In cases where questions become too complex, the chatbot can transfer the conversation to an available agent.</li> </ul> <p>Here’s how it works in a nutshell: All the answers come from the knowledge base. As long as you have the necessary information stored there, the AI can respond to visitor’s queries accurately, regardless of the support channel they choose.</p> <p>For example, when you add a question to the knowledge base, you can also specify question variations, as well as multiple answers. These can vary according to the date, the visitor’s country, for your different brands, or even if it’s a customer asking vs an agent. You can also add categories to organize your answers and specify when certain answers are shown.</p> <p><img fetchpriority="high" decoding="async" class="alignnone size-full wp-image-132148" src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-knowledgebase.png" alt="userlike knowledgebase" width="1282" height="754" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-knowledgebase.png 1282w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-knowledgebase-300x176.png 300w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-knowledgebase-1024x602.png 1024w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-knowledgebase-768x452.png 768w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-knowledgebase-1200x706.png 1200w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-knowledgebase-850x500.png 850w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-knowledgebase-450x265.png 450w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-knowledgebase-780x459.png 780w" sizes="(max-width: 1282px) 100vw, 1282px" /></p> <p class="caption">Adding questions and answers to the knowledge base</p> <p>You can also set up an AI chatbot as part of your team. While it’s designed to answer visitors’ questions intelligently based on the information stored in the knowledge base, you can specify what to display in certain situations, e.g. at the beginning of a chat, or when the chatbot can’t answer the question.</p> <p><img decoding="async" class="alignnone size-full wp-image-132155" src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-chatbot-responses.png" alt="userlike chatbot responses" width="1290" height="762" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-chatbot-responses.png 1290w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-chatbot-responses-300x177.png 300w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-chatbot-responses-1024x605.png 1024w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-chatbot-responses-768x454.png 768w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-chatbot-responses-1200x709.png 1200w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-chatbot-responses-846x500.png 846w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-chatbot-responses-450x266.png 450w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-chatbot-responses-780x461.png 780w" sizes="(max-width: 1290px) 100vw, 1290px" /></p> <p>If you don’t have the time to code your own chatbot, this is a handy alternative. However, the chatbot’s answers will only be as good as the information you have in the knowledge base. If your knowledge base is light on content, the chatbot may not work as effectively. The good news is that over time, the chatbot will learn and improve its ability to provide accurate answers.</p> <p>It’s important to keep in mind that separate chatbots need to be created for each of your languages, as chatbots only support one language at a time. For those seeking greater control over chatbot behavior, Userlike provides options for integrating custom chatbots through APIs or creating rule-based flows using the Userlike Bot Language.</p> <p>What could really round out the support feature set, however, is a ticketing system. This is offered in many other live chat tools (for example, <a href="https://www.tooltester.com/en/live-chat/jivochat-review/">JivoChat</a> and <a href="https://www.tooltester.com/en/live-chat/tidio-review/">Tidio</a>), but is missing from Userlike. Although you might be able to find a workaround using the Conversations feature, it may not be ideal if you’re fielding a lot of support requests and want an easy way to manage them.</p> <h3>Team Management and Chat Routing</h3> <p>Userlike stands out with its exceptional level of control over agent management and chat routing. In addition to setting up individual operators, you have the flexibility to create operator groups. Assigning agents to specific groups based on their expertise (e.g. IT support, billing) or languages (e.g. English, Thai) allows incoming chats to be routed only to relevant group members.</p> <p><img decoding="async" class="alignnone size-full wp-image-132162" src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-1.png" alt="userlike groups" width="1294" height="819" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-1.png 1294w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-1-300x190.png 300w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-1-1024x648.png 1024w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-1-768x486.png 768w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-1-1200x760.png 1200w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-1-284x180.png 284w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-1-790x500.png 790w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-1-450x285.png 450w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-groups-1-780x494.png 780w" sizes="(max-width: 1294px) 100vw, 1294px" /></p> <p>One drawback is that agents <em>can’t</em> be assigned to multiple groups, so make sure that your groups have no overlap. This means you’ll have to choose between grouping by languages OR expertise. To overcome this limitation, Userlike offers the option to set up “Skills.” Skills can be used to route chat conversations to operators with the relevant skill sets, and agents can have multiple skills assigned to them.</p> <p><img loading="lazy" decoding="async" class="alignnone size-full wp-image-132169" src="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-skills.png" alt="userlike skills" width="1296" height="792" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/userlike-skills.png 1296w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-skills-300x183.png 300w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-skills-1024x626.png 1024w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-skills-768x469.png 768w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-skills-1200x733.png 1200w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-skills-295x180.png 295w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-skills-818x500.png 818w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-skills-450x275.png 450w, https://www.tooltester.com/wp-content/uploads/2018/06/userlike-skills-780x477.png 780w" sizes="auto, (max-width: 1296px) 100vw, 1296px" /></p> <p>A few other unique options include the ability to:</p> <ul> <li>Let operators access and switch between multiple organizations using a single login, which is convenient for support centers serving multiple clients</li> <li>Specify the maximum number of chat sessions operators can handle simultaneously and automatically assign chats to operators with the most available slots</li> <li>Allow website visitors to resume chats with the same agent they previously interacted with</li> <li>Assign different roles (manager, admin, staff, analyst, and agent) to manage access rights and permissions</li> </ul> <h2>Userlike Review: Conclusion</h2> <p>All in all, Userlike is a solid solution although we felt the user experience, and some of the features, could still be better. There were a few settings in the setup of the chat widget and routers that we didn’t find that intuitive.</p> <p>On the bright side, you are able to easily call, screen share and request screenshots from your visitors, which can solve a lot of issues very quickly.</p> <p>A noteworthy feature is its <a href="https://www.tooltester.com/out/userlike-ai" target="_blank" rel="noopener">AI Automation Hub</a>, which is designed to streamline workflows and reduce the workload of human customer service agents through its AI-powered chatbots, knowledge base, and FAQs. What’s more, it’s surprisingly easy to set it all up, although you do need to be on at least the Corporate plan to access these features.</p> <p>They also get a big thumbs up for their efforts towards providing a complete Unified Messaging solution. We love that customers can continue conversations across different sessions, and can even access past chats from any device, simply by entering their email address.</p> <p>Plus, the ability to integrate with popular messaging channels such as WhatsApp and Facebook Messenger means that businesses can service an even wider audience.</p> <p>So, depending on the features you need, Userlike can be a good choice. We see particular strengths in their multilingual availability, survey and chat rating options, as well as their CRM integrations.</p> <p>Getting live support in a European time zone and the possibility to switch off the collection of private user data can be a distinctive advantage for companies located in Europe.</p> <p>It’s great that Userlike offers a free plan, which is plenty to get started and might even be enough for a small business to run their live chat out of. They offer four different pricing tiers, and a 14-day free trial.</p> <p><a href="https://www.tooltester.com/out/userlike" target="_blank" rel="noopener">> Go to Userlike.com and try it for free</a></p> <p> </p> </section> <section id="alternatives" class="block"> <h2>Userlike Alternatives</h2> <div class="grid grid--three-col grid--gap-s u-mt-xl u-mb-xl"> <div class="card card--alternative"> <a target="_blank" class="card__logo-link" href="https://www.tooltester.com/out/livechat"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-logo.png" alt="Livechat logo"> </a> <div class="stars" style="--rating: 4.4;" aria-label="Rating of this product is 4.4 out of 5."></div> <a href="https://www.tooltester.com/en/live-chat/livechat-review/" class="btn btn--text-small">Read review</a> </div> <div class="card card--alternative"> <a target="_blank" class="card__logo-link" href="https://www.tooltester.com/out/tidio"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-logo.png" alt="Tidio logo"> </a> <div class="stars" style="--rating: 4.2;" aria-label="Rating of this product is 4.2 out of 5."></div> <a href="https://www.tooltester.com/en/live-chat/tidio-review/" class="btn btn--text-small">Read review</a> </div> <div class="card card--alternative"> <a target="_blank" class="card__logo-link" href="https://www.tooltester.com/out/jivochat"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/12/jivochat-logo-vector.png" alt="JivoChat logo"> </a> <div class="stars" style="--rating: 4.1;" aria-label="Rating of this product is 4.1 out of 5."></div> <a href="https://www.tooltester.com/en/live-chat/jivochat-review/" class="btn btn--text-small">Read review</a> </div> </div> <p><strong><a href="https://www.tooltester.com/en/live-chat/livechat-review">LiveChat</a></strong> comes packed with features and is ideal for companies who want to proactively employ live chat as a sales or support channel. Its wide list of integrations, engaging ‘rich messages’, advanced team management features, and excellent multilingual widgets make it our top-rated live chat software.</p> <p><strong><a href="https://www.tooltester.com/en/live-chat/tidio-review/">Tidio</a></strong> is a top choice if you’re looking for advanced chatbots and automation, as these come included for free. The great news is that there’s also a free plan for up to 3 agents.</p> <p><strong><a href="https://www.tooltester.com/en/live-chat/jivochat-review/">JivoChat</a></strong> offers an impressive range of features, including CRM, triggered chats, one-click calling, email and social integration, and internal team chats. A free plan is also available.</p> </section> <section id="authors" class="block author-detail-block"> <div class="block__title"> <h2>The authors</h2> <a href="https://www.tooltester.com/en/about-us/" class="btn u-desktop-only">Learn more about us</a> </div> <div class="author-row"> <div class="author-row__profile"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/INKA-250x300.png" alt="Inka Wibowo" class="user-profile"width="125" height="150"> </div> <div class="author-row__bio"> <h3 class="author-row__name"><a href="https://www.tooltester.com/en/blog/author/inka/">Inka Wibowo</a> <span class="author-checkmark" data-tippy-content="<strong>Inka</strong><br>Content Manager<br>BBus (Marketing), Griffith University<br>At Tooltester since 2018<br>54 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></h3> <p class="author-row__title">Content Manager</p> <p class="author-row__description">Hi, I'm Inka! I started using website builders and content management systems over 10 years ago, when I managed websites for clients in my first marketing role. Since then, I've worked on hundreds of web and digital projects. Now, at Tooltester, I'm happy to be able to use my experience to help users like you find the right website builder for your needs.</p> </div> </div> <div class="author-row"> <div class="author-row__profile"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/ROBERT-250x300.png" alt="Robert Brandl" class="user-profile"width="125" height="150"> </div> <div class="author-row__bio"> <h3 class="author-row__name"><a href="https://www.tooltester.com/en/blog/author/robert/">Robert Brandl</a> <span class="author-checkmark" data-tippy-content="<strong>Robert</strong><br>Founder and CEO<br>BA (Hons) Munich University MUAS<br>At Tooltester since 2009<br>127 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></h3> <p class="author-row__title">Founder and CEO</p> <p class="author-row__description">Hi, my name is Robert Brandl! I used to work in a digital marketing agency where I managed website and email marketing projects. To optimize my client's campaigns, I always had to find the optimal web tools. Tooltester offers this knowledge to you, hopefully saving you endless hours of research.</p> </div> </div> <a href="https://www.tooltester.com/en/about-us/" class="btn author-detail-block__btn btn--center u-mobile-only">Learn more about us</a> </section> <section id="updates" class="updates-block block"> <div class="updates-block__inner"> <div class="updates-block__header"> <p>We keep our content up to date</p> <button class="updates-block__seach-btn" data-toggle="#latest-updates" data-toggle-class="is-active" aria-label="Toggle updates" aria-expanded="false" aria-controls="latest-updates"> <span>See latest updates</span> <svg class="icon icon-chevron-down"><use xlink:href="#chevron-down"></use></svg> </button> </div> <div class="updates-block__body" id="latest-updates"> <p>27 Jun 2023 - Smaller updates and corrections<br /> 19 Jun 2023 - Minor updates, addition of 'Detailed look into live chat software' section<br /> 11 Jan 2023 - Addition of AI Automation Hub review<br /> 4 Jan 2023 - Small changes to plan inclusions<br /> 15 Dec 2022 - Business plan no longer available<br /> 16 Mar 2022 - Prices checked, correction of smaller errors.<br /> 19 Nov 2021 - General updates, review moved to Tooltester.com<br /> 27 Sep 2017 - General updates, new chatbot feature.<br /> 15 Jul 2015 - Review of the new interface, screenshots updated.<br /> 07 Aug 2014 - New chat widget, improvements for mobile users, co-browsing added.<br /> 26 Feb 2014 - More languages, chat protocols, and a few other updates.<br /> 08 Mar 2013 - The web console now features user statistics.<br /> 15 Nov 2012 - The Free plan was discontinued, pricing changes.<br /> 29 Aug 2012 - Initial tests.</p> </div> </div> </section> <div id="methodology" class="block"> <div class="well well--border"> <h3>THE BEHIND THE SCENES OF THIS REVIEW</h3> <p><p>This article has been written and researched following a precise methodology.</p> </p> <a href="https://www.tooltester.com/en/tooltester-methodology/" class="btn"> Tooltester Methodology: How Do We Create our Reviews? </a> </div> </div> </article> </div> <section id="reader-comments" class="comments"> <div class="comments__inner"> <h2 class="u-mb">Comments</h2> <div id="disqus_thread"></div> <script> const disqusInstance = { post_url: "https://www.tooltester.com/en/live-chat/userlike-review/", post_id: "86234 https://www.tooltester.com/?page_id=86234", page_title: "Userlike Review: Live Chat Support from Europe", init: function() { document.addEventListener('DOMContentLoaded', () => { this.addEvents(); }); }, addEvents: function() { this.loadDisqus(); }, loadDisqus: function() { this.disqus_observer = new IntersectionObserver((entries) => { if(entries[0].isIntersecting) { let post_url = this.post_url; let post_id = this.post_id; let page_title = this.page_title; window.disqus_config = function() { this.page.url = post_url; this.page.identifier = post_id; this.page.title = page_title; }; (function() { var d = document, s = d.createElement('script'); s.src = 'https://cmstestlabor.disqus.com/embed.js'; s.setAttribute('data-timestamp', +new Date()); (d.head || d.body).appendChild(s); })(); this.disqus_observer.disconnect(); } }, { threshold: [0] }); this.disqus_observer.observe(document.querySelector("#disqus_thread")); }, }; disqusInstance.init(); </script> <script id="dsq-count-scr" src="//cmstestlabor.disqus.com/count.js" async></script> </div> </section> <script type="application/ld+json">[{"@context":"http:\/\/schema.org\/","@type":"WPHeader","position":"1","headline":"Userlike Review: Live Chat Support from Europe"},{"@context":"http:\/\/schema.org","@type":"WPFooter","position":"3","cssSelector":"footer","@id":"#white-footer","copyrightHolder":"ToolTester Network","publisher":"ToolTester Network","copyrightYear":"2009","url":"https:\/\/www.tooltester.com\/en\/contact\/"},{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.tooltester.com#article","headline":"Userlike Review: Live Chat Support from Europe","name":"Userlike Review: Live Chat Support from Europe","description":"Find out how Userlike compares to its competitors in our review. 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