Item: UserGuiding
Rating: 8
Author: Verified User

Overall Satisfaction with UserGuiding

Use Cases and Deployment Scope

We used it to target new members so we could give them customized 'walk-through' training. We were also going to use it to target new product announcements toward specific user types and track which new members completed training modules (or how far they got), as well as build out the modules to be branded to their specific company logo and colors.

Pros and Cons

Pros

Good price
Responsive CS and sales team
Had all of the features we were looking for

Cons

The initial setup process isn't as transparently intuitive as it was sold
It's a fairly large barrier to entry for one person to get the guides set up
We weren't instructed how to 'turn off' the URL hits until we had our parameters segmented so the first two months we hit our limits before anything was even launched on our end. That made testing hard.

Most Important Features

Targeting segments of our database
Building automated walk-throughs
Tracking completion rates of training modules

Return on Investment

We lost two months due to running out of 'hits' before we were able to target the right fields. This was partly our fault for not having enough time to dedicate to it, but it would have been helpful to have a 'pause' button or be told to look out for this scenario.
We canceled our account after 4 or 5 months because I, as the sole user on our team, didn't have nearly enough time to build out the guides the way we had envisioned. It wasn't quite as easy to understand as I'd hoped. It was doable, but a slow process and I got too busy with other pressing issues with my company.
It would have been a good ROI for the available features and price if I'd had a solid amount of time to really build it out and understand it better. The training options could have been a lot more user-friendly to help bridge that knowledge gap.

Alternatives Considered

WalkMe, Appcues, Whatfix, Pendo.io and Userlane

By far the best price for the available features. They had a really easy demo scheduling process (and had availability to demo within a day or two where some of the other products were a week+ to schedule). You can build unlimited guides and if you don't hit your user limit because you failed to identify target parameters at the start, that is a huge selling point ;)

Key Insights

Do you think UserGuiding delivers good value for the price?

Yes

Are you happy with UserGuiding's feature set?

Yes

Did UserGuiding live up to sales and marketing promises?

Yes

Did implementation of UserGuiding go as expected?

Would you buy UserGuiding again?

Yes

Other Software Used

Tableau Desktop, ActiveCampaign, Leadpages

Likelihood to Recommend

I would recommend this to teams who have multiple people who can work together in getting the necessary source codes input, the guides built, and the parameters identified. I would also recommend this product to anyone who is primarily concerned about price. Compared to competitors, the price vs the feature set was by far the best out of the 6 companies I demoed with.

If one person is trying to get this set up and it isn't part of their full-time job, it will take a while because there is a pretty big learning curve as to what order to do things. Further, once the basics are set up, it does take a fair amount of time and testing to build the walk-throughs, especially if you want to use advanced logic.

Comments

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UserGuiding is a great value but you'll need time to understand it