The IT Support Challenge
Support teams face an endless cycle of repetitive requests that drain resources and frustrate users.
- 55% of employees turn to IT for help with software
- 84% of employees struggle with software at least some of the time
- 90% have encountered frustrating software experiences
How Userlane
Improves IT Support
Userlane Assistant
What it does: In-app hub that answers questions, routes to knowledge, and resolves issues without a ticket.
Why it matters: Most tickets are repeat questions. Self-service in the moment of need stops them at the source.
- Answer how-to questions instantly inside any application
- Route users to the right knowledge base or guide in context
- Escalate to human support only when self-service cannot resolve
Interactive Guidance
What it does: Step-by-step guides that guide users through processes correctly the first time.
Why it matters: Preventing errors is cheaper than fixing them. Fewer mistakes mean fewer tickets.
- Guide users through complex workflows to prevent errors
- Validate inputs at the field level before submission
- Alert users to potential issues before they create support requests
Proven Impact
- Reduce support costs within 30 days
Fewer repetitive tickets for IT teams. - More self-service, less waiting
IT staff freed for strategic work.
80%
Support ticket reduction across 22,000 staff
48%
Reduction in support tickets
97%
More efficient training processes
2x
ROI increase on software implementation
Frequently Asked Questions
No. Userlane complements your help desk by resolving common questions before they become tickets. It connects to tools like Zendesk and ServiceNow. Organizations see 44% fewer tickets, freeing IT for higher-value work.
The Userlane Assistant sits inside each application as a single help hub. It answers questions, surfaces relevant guides, and connects to your existing knowledge bases including SharePoint and Confluence. No backend changes needed.
Yes. Userlane handles what it can through self-service and escalates the rest. You control escalation rules. The goal is reducing repetitive tickets, not eliminating human support for complex issues.
Userlane works as an overlay and does not access or modify application data. It does not track keystrokes or field inputs. Deployment via browser extension or JavaScript snippet requires no backend integration.
