Case Study: Userlike achieves scalable global growth and reduced churn with Recurly

How Userlike Has Grown to Be Germany's Leading Chat Solution

Userlike, a Cologne-based SaaS founded in 2011, provides live chat and messaging software that helps companies raise conversion rates and build customer loyalty. As it expanded internationally, the company needed to scale globally while staying lean and reduce churn—40% of cancellations were tied to customers not having staff to run live chat.

Userlike pivoted to an asynchronous messaging model and added channels like WhatsApp, Telegram, and SMS, localized content into 7+ languages, and adopted Recurly (since 2012) for global subscription billing and a pause feature. Together these moves helped recover would-be cancellations (20% of cancel attempts use pause), win enterprise customers in automotive, grow to 13,000+ subscribers, and drive a 100% increase in signups over nine months in 2020.

Userlike

Pascal Van Opzeeland

Marketing Manager