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Compare Userlike vs OTRS

What is better Userlike or OTRS? There are numerous Customer Support Software products in the market today. The simplest way to find out which product fits your needs best is to evaluate them side by side. For example, here you can review Userlike and OTRS for their overall score (8.5 vs. 8.4, respectively) or their user satisfaction rating (100% vs. 99%, respectively).

It’s also possible to check their features and pricing terms as well as other useful details below. When matching products make sure to check their corresponding advantages and mark their distinctive elements to obtain a clearer picture of both deals. Similarly, bear in mind to evaluate other issues such as security, backup, usability, and customer service.

If you need to quickly identify the top Live Chat Software according to our review team we advise you check out these products: Freshchat, Zendesk, Salesforce Live Agent.

NOAWARDS
YET

SmartScore™

OUR SCORE 8.5

User Satisfaction

CUSTOMER EXPERIENCE 100%

Pricing

Starting from $29

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Automatically invite visitors to chat
  • Browser IM client: chat through our dashboard
  • Browser sharing integration
  • Chat statistics
  • Chat through popular IM clients
  • Detailed user info
  • Documentation of chat transcripts and offline messages
  • Effective team features: group your operators in departments
  • Extensive customization options
  • Integrations with popular CRM solutions
  • Mobile support: chat from your smartphone
  • Multi-language: Chat widgets supported in 16 languages
  • Offline contact form
  • Open API
  • Prepare canned messages to deliver fast answers
  • Privacy options: adheres to privacy laws
  • Upload agent pictures for a more personal service
  • Upload your own logo in the chat window
  • Use co-browsing features to guide your visitors
  • White label

Pricing Info

Userlike offers a 14-day free trial and five packages:

Free Plan

  • 1 operator
  • 1 chat widget
  • Unlimited chats

Team Plan

  • $29/month
  • 3 operators
  • 3 chat widgets
  • Unlimited history
  • Integrations
  • Basic customization

Corporate Plan

  • $99/month
  • 5 operators
  • 5 chat widgets
  • Analytics
  • WhatsApp Connect
  • Full customization

Business Plan

  • $299/month
  • 10 operators
  • 10 chat widgets
  • Phone support
  • API
  • White label

Custom Plan

  • Ask for quote
  • Unlimited operators
  • Unlimited widgets
  • Customer success manager
  • Onboarding workshops
  • 24/7 support
  • Enterprise agreements
  • Chat staffing

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Harvard University, Lufthansa, Nivea, Continental, Sage

Integrations

Userlike integrates with the following business tools:

  • Asana
  • Base CRM
  • Bigcommerce
  • Box
  • Campaign Monitor
  • CapsuleCRM
  • CentralStationCRM
  • CleverReach
  • Dropbox
  • ekmPowershop
  • EmailTicket
  • Facebook
  • Freshdesk
  • Github
  • Google Analytics
  • Google Tag Manager
  • Google Drive
  • Help Scout
  • Highrise
  • Hubspot
  • Iframe
  • Jimdo
  • KISSmetrics
  • LemonStand
  • Magento
  • MailChimp
  • mijnWinkel
  • Mixpanel
  • Oxid
  • Pipedrive
  • PipelineDeals
  • Piwik
  • PrestaShop
  • Salesforce
  • Segment
  • SEOshop
  • Shopify
  • Shopware
  • Slack
  • Squarespace
  • SugarCRM
  • Talkdesk
  • Trello
  • Tumblr
  • Typo3
  • Unbounce
  • UserVoice
  • WordPress
  • Zendesk

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Userlike is an advanced live chat software that guarantees an optimal live chat experience for users on desktops, tablets, and smartphones.

Company Email

Contact No.

Company's Address

OTRS

vs

NOAWARDS
YET

SmartScore™

OUR SCORE 8.4

User Satisfaction

CUSTOMER EXPERIENCE 99%

Pricing

By quote

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Automation and processes
  • Channels
  • Ticket management
  • Security & permissions
  • Time management

Pricing Info

OTRS offers a simple enterprise pricing structure tiered in these four plans:

Silver – by quote

  • 10 concurrent agents
  • 50GB data storage
  • 3 feature add-ons
  • 8 hours of recovery time
  • Certified data centers

Gold – by quote

  • 50 concurrent agents
  • 40GB storage
  • 7 feature add-ons
  • 6 hours of recovery time
  • Certified data centers

Titanium – by quote

  • 100 concurrent agents
  • 100GB storage
  • 10 feature add-ons
  • 4 hours of recovery time

Platinum – by quote

  • 200 concurrent agents
  • Certified data centers
  • 2 hours of recovery time
  • Unlimited feature add-ons

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Mitel, Sony, Acer

Integrations

OTRS integrates with the following applications:

  • Nagios
  • JIRA
  • Redmine
  • SysAid

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

A comprehensive, enterprise-grade service management platform built to streamline the ticket request process for businesses in customer service, IT service management, and corporate security sectors.

Company Email

sales@otrs.com

Contact No.

Company's Address

OTRS,
Oberursel
Germany

Popular Alternatives

Product Name
Score

Freshdesk

Partner

This product is our partner, which means they paid for being featured as one of the suggestions. Our team takes great care to ensure all sugested products are reliable, top-quality solutions.

SmartScore™

OUR SCORE 9.8

User Satisfaction

CUSTOMER EXPERIENCE 100%

Pricing

Starting from $15

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Ticket Management and Monitoring
  • Team Inbox
  • SLA Management
  • Agent Collision Detection
  • Custom Ticket Creation
  • Repeated Action Automation
  • Pre-formatted Response Generation
  • Team Huddle
  • Shared Ownership
  • Linked Tickets
  • Ticket Splitting
  • Multichannel Support
  • Ticket Dispatch
  • Intelligent Ticket Management
  • Time-triggered Automation
  • Event-triggered Automation
  • Real-time Email Notification
  • Immediate Solutions Provider
  • Email to Knowledge Base Content
  • Feedback Mechanism
  • Knowledge Base Monitoring
  • Moderation Creation and Management
  • Forum topic to ticket conversion
  • Helpdesk and customer satisfaction reports
  • Real-time customer analytics
  • Customized Reports
  • Portal Design and Customization
  • Agent Management and Delegation
  • Custom Ticketing, URL, and apps
  • Customer Segmentation
  • Custom SSL Certificates
  • IP and Network Restrictions
  • Identity and Access Management

Pricing Info

Freshdesk offers a free app and four price points for various business sizes. All plans include 24/7 email support and 24/5 phone support. You can easily sign up for Freshdesk free trial here. You can find more details about Freshdesk pricing here.

Sprout (free, unlimited agents):

  • Email Ticketing
  • Ticket Dispatch
  • Team Collaboration
  • Knowledge Base
  • Ticket Trend Report
  • Social Ticketing
  • Call to ticket conversion

Blossom –  $15 per agent/month (yearly)

  • Everything in Sprout
  • Automations
  • Collision Detection
  • Marketplace Apps
  • Helpdesk In-Depth
  • SLA Management
  • Business Hours
  • Chat and call management

Garden – $29 per agent/month (yearly)

  • Everything in Blossom
  • Multilingual Helpdesk
  • Time Tracking
  • CSAT Surveys
  • Session Replay
  • Performance Reports
  • Embedded Chat FAQs
  • Triggered Messages
  • IVR
  • Call Masking

Estate – $49 per agent/month (yearly)

  • Everything in Garden
  • Ticket Assignment Automation
  • Custom Roles
  • Portal Customization
  • Enterprise Reporting
  • Multiple SLAs and Timezones
  • Support Bot
  • In-app Chat Campaigns
  • Smart Call Escalations
  • Call Barging and Monitoring

Forest – $109 per agent/month (yearly)

  • Everything in Estate
  • Sandbox
  • IP Whitelisting
  • Data Centre Location
  • HIPAA Compliance
  • Extendable API Rate Limit
  • Co-browsing
  • Multilingual Chat FAQs
  • Holiday Routing for Phone Calls

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, University of Pennsylvania, Unicef

Integrations

Freshdesk offers out-of-the-box integrations with a wide range of popular business applications such as CRM systems, invoicing tools, and eCommerce solutions, among others. Freshdesk is tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail. These integrations enable a slew of additional capabilities including the ability to schedule customer calls, attach large files to tickets, and much more. Some of the other integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jiira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero and Zapier.

Freshdesk also integrates with the following applications:

  • Facebook
  • Twitter
  • SugarCRM
  • Capsule
  • Harvest
  • Gmail Gadgets
  • Google tools
  • Dropbox
  • HelpOnClick
  • Snap Engage
  • iContact
  • Zoho CRM
  • Freshchat
  • Nimble
  • FetchFlow
  • Knowlarity
  • Highrise
  • Olark
  • Microsoft Teams
  • Constant Check
  • Userlike
  • Magento
  • Woo Themes
  • OneSky
  • FreshPlugs
  • RESTful API

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Freshdesk is the winner of our Best Help Desk Software Award for 2018 and an efficient and reliable help desk solution. It includes a great free trial plan.

Company Email

support@freshdesk.com

Contact No.

Company's Address

311 California Street
San Francisco, CA 94104
USA

Please keep in mind that while both Userlike and OTRS may provide an outstanding array of features every app may be created for a different company size. If you are analyzing various solutions you may want to pay attention to a business type they are aimed at. Specific features might scale up effectively for huge enterprises but if you have a small or medium company it’s frequently better to avoid paying for customized features that you might never actually use.

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