Layer

Layer Customer Conversation Platform


5 / 5
4 reviews

Who Uses This Software?

Any company or platform who wishes to add rich, interactive, and personalized messaging capability as a way for customers to have digital conversation.


Average Ratings

4 Reviews

  • 5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Version
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Layer
  • www.layer.com/
  • United States

About Layer Customer Conversation Platform

Businesses build customer lifetime value with individual customers at scale on Layer's enterprise conversation platform. We believe relationships are built one conversation at a time, and that businesses build relationships by understanding and anticipating customer needs. Layer's enterprise-class Conversation Platform and SaaS products help organizations accelerate engagement, increase conversion, and improve the effectiveness of customer service and success.


Layer Customer Conversation Platform Features

  • Analytics
  • Campaign Personalization
  • Customer Segmentation
  • Engagement Monitoring
  • Lead Nurturing
  • Lead Scoring
  • Progress Tracking
  • Prospecting Tools
  • Target Account Identification
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

Layer Customer Conversation Platform Reviews Recently Reviewed!


Capterra loader

Layer works magically, it's just there and just works. We are really happy with it!

Jun 21, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The thing to understand about Layer is that it is primarily Chat Backend as a Service + a lot of great frontend tools which lets you build integration easily. Why does it matter? Because it's crazy how flexible platform is.

With Layer we started with building customer chat support, which we did really fast because Layer provided all the frontend code for iOS, Android, Web (with offline capabilities, push notifications, authorization of users, groups etc). Our use case is slightly different than user-to-user communication. In our case is user-to-support, and we were able to build that as well.

We wanted to deliver WhatsApp quality of communication and Layer has it all! "User is typing", a message is "read/delivered/sent", attachments, offline support, it's all included. You could clone WhatsApp by just using Layer. Wow!

Later we wanted to add email support, to be handled in the chat by our reps. That was also possible thanks to webhooks and API integrations.

Then we build customer support ticketing system around the Layer messages, and it was also easy.

We have built custom chat messages notifying a user about our system events (smth like facebook "globe" notifications). Easy? With Layer, yes.

We have added special messages about the user devices sent as part of the message, still doable.

The platform is really flexible and you can build anything live-chat related.

Cons: Layer lacks desktop push notification support, but because how flexible it is, we just deliver push notifications by our internal system.

It's a little bit harder (just a tiny little bit) to set up than other customer-support tools, but with all the benefits of why it's like this (platform instead of end-solution) I could list this as a perk, because it's too easy to set up considering what you can really do with it.

Overall: An important part of our product (Ahoy.io) is built on Layer. We were able to focus on building other parts of the system and not have to worry about setting up live-chat infrastructure, while at the same time it feels exactly as if we would do it on our own without all the server/scaling issues.

We did customize everything to our liking and did crazy things with it, and still, our chat was almost never down, is fast and scales automatically.

Thanks to Layer, we could focus on providing the best flight booking experience, together with custom-tailored live-chat that works great

Capterra loader

Excellent product, feature-rich and very reliable.

Jun 07, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We never had to complain about anything regarding the product's availability (uptime), stability (breaking changes) or reliability (bugs encountered), which by itself is very impressive. Beyond that, the product matched our expectations and we've enjoyed a good relationship with the sales & success team at Layer.

Cons: - Some flows' implementation (namely authentication) feel like they could have been simplified, at least for our use-case.

- Layer is not cheap, which is to be expected for good software, but we'll have to make sure that the value for money continues to make sense for us in the longer term; that would be the #1 reason to stop using Layer in my opinion.

Overall: Layer allowed us to launch a new product in record time, and spend very little time worrying about its maintenance.

Capterra loader

It has been great working with Layer as a service provider.

Jun 08, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Great product, with very interesting features. It was easy and fast to set up a working solution in just a few weeks. Especially valuable, is that we built an excellent relationship with the Layer team at all levels, they are deeply involved in helping us achieve our business goals.

Cons: Not real complaints. There are some features are on the roadmap which we would like to be available soon.

Overall: The ability to deploy an MVP chat solution in a very short time, based on a platform full of features related to rich messaging that allowed us to continuously evolve our chat solution.

Easy to setup, but limited to small groups

May 24, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Easy to setup and integrate with own backend and mobile platforms. Mobile SDKs are fully featured and stable. There are good Layer-dedicated UI chat libs (Atlas) for mobile integration.

Cons: Limit of 25 participants in a single conversation. We discussed raising this limit for more than an year with support and still no ETA. We have to move to different service.

Overall: Fast setup.