User Marketing & Sales Automation Software

User.com is a chatbot based project which aims to seamlessly deliver automated customer solutions for websites.

Using their sale-support-retain model, user.com creates a straightforward but effective approach in doing what they do best: delivering customer service in the absence of a full time person. This works as:

• The sale part either offers potential customers a demo of the site’s services or quotes the relevant price section (or page link)
• The support section then takes over by assessing & analysing the customer’s query or issue to then enable keyword AI & optimised based searches for the pertinent article in the knowledgebase. This promotes higher NPS scores, which appeals to audiences
• The retain portion finally sends the customer a promo code as gratitude for their interest & time. This incentivises the sale by engagement, increase the likelihood of a conversion by deploying SaaS

There are further unique features, including:

• A welcome back message for previous visitors who visited the site 5 or more days ago. This deploys visitor tracking to collect profile data for future reference.
• Proactive questions to initiate responses when seeking further information
• Attribute based response recognition by saving information such as name prompting
• Assign a human agent if the need arises & modify the conversation status accordingly
• & of course backed by the usual standard analytic, CRM, marketing & mobile support

User.com is doing wonders so far, however let’s tame the praise & review the practical aspects when in use. How does this software really rank when real customer usage satisfaction is factored into account? Firstly, the alerts on chat lack good implementation & the customer support plus administration is rated as abysmal by at least one user. Secondly, apparently, they give misleading information to new users of their service. Whether this is to intentionally dupe them is another matter.

Therefore, user.com is definitely worth considering with its cocktail of brilliant features. Its clear structured workflow & polished extension of these features really does justice to its name. The big shame though is the main fact that if something were to go wrong, it appears that ironically, their own in-house support team may just let you down. That’s pretty anticlimactic I’d say, won’t you? The irony still amazes me…