User.com

Marketing machine that can boost your effectiveness with no need of IT team

Pros:

If you know basics of Google Tag Manager, User.com is a very flexible tool that can broaden your range of possibilities when it comes to marketing efforts. For marketing teams in startups, it's a great way to do more things without waiting for IT team to do it for you.

Cons:

Some features aren't so flexible as they could be.

Magnificent support, and a good product

Comments: I was truly satisfied we chose User.com. It wasn't easy to learn, but it was a profitable investment. Make sure you share your know-how with your team so that you're not the only one who understands what's going on under the hood.

Pros:

Well, it's their support. I had to spend dozens of hours configuring it and creating well-working automation rules. At that time, I had lots of questions. Too often I heard "it's not possible at the moment", but many times I got five-star assistance, including some extra debugging and programming tips. But in fact, the tool itself does its job very well and if I had to choose the app for marketing automation, I would probably pick User.com again. It has many useful features, they are working perfectly.

Cons:

It has a quite steep learning curve, so you need to invest some time first to learn what you can and what you can't do. It lacks of some basic functions, like subscription management for email subscribers; it also does not let you copy and paste automation blocks, so you often have click, and click, and click…

Why Our Team Had to Say Goodbye to User.com

Pros:

It is an all-in-one solution so you don't have to use many other tools. Also, it has an amazing customer support team.

Cons:

Our team of 100 people has been using User.com for 5 months now. We spent a lot of time and resources integrating User.com with our process and tools. But we had to move away from User.com. That's why:- UX is terrible, even for experienced support people it's hard to navigate or find something, yes we used Intercom and Zendesk so we can easily compare them;- complicates very simple processes, so we always had to look for ways to overcome them or spend much more time solving them, instead of focusing on providing excellent support to our customers;- it provides so many features, but they are all basic or limited, so we usually had to think about how to create another workaround for the missing thing in User.com instead of doing our job;- hidden charges for attached files in letters/chats, this information is not on their pricing page. It is possible to pay an additional $1,000 per year, but if it costs $4,000 per year and that amount increases every month, we cannot accept it;- they are totally unfair or flexible, on the first day of the month we deleted our account but they charged us for the whole month. We do not use their tool, why is it so difficult to return the money?

Great software with excellent customer service

Comments: I'm really content with using User.com, marketing automation and email marketing work really well. Software is easy to use, but if you can't do something by yourself their customer service is always happy to help.

Pros:

User.com is really easy to use and have a lot of features. Marketing automation works really well and have great capabilities. Implementation is really easy and onboarding is great.

Cons:

There could be more nice-looking templates to build emails and pop-ups.

Proactive support team

Pros:

Feature-rich software with great automation potential and superb support team. I was impressed when their customer success officer noticed a technical mistake in my automation setup, notified me, and fixed the issue before it messed up my email campaign.

Cons:

User.com automation may be difficult to configure as you need to plan the whole flow ahead. It's not as intuitive as on Intercom, but it can automate more processes in your team and provide you with more insight into the relations with your customers and users.