45 Ratings
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Score 7.6 out of 100
21 Ratings
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Score 9.1 out of 100

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
  • IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Chris Hall | TrustRadius Reviewer

WalkMe

Because our product allows a lot of freedom and customization, help is often needed to get started. WalkMe gives my team a tool other than just a static knowledge base article to help a customer. Until we were using WalkMe we had knowledge articles and video tutorials. The video tutorials were more engaging but took more time to create. Now in the time it takes, or less, to create a knowledge base article we are able to create an interactive guided experience
Anonymous | TrustRadius Reviewer

Pros

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
  • It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
  • Data is captured and processed in real-time which reveal unknown issues as they are happening.
  • Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.
Nick Preese | TrustRadius Reviewer

WalkMe

  • WalkMe provides guidance and information at the moment and in the location that users need it most. This means that the user does not have to hunt for information or get frustrated when they cannot complete a task.
  • WalkMe helps support teams by providing immediate solutions to either regular or one-off queries from users.
  • The WalkMe insights and visions help managers to track user journeys and understand user behavior. This ensures that managers can engage with users in a more productive way.
Rona Bassett | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • More knowledge sharing sessions
  • UI/UX Improvements
  • More tooltips on icons
Anonymous | TrustRadius Reviewer

WalkMe

  • The workflow builder feels a bit clumsy - and can be quite tedious.
  • There needs to be quite a bit of time investment in order to learn the platform efficiently.
  • WalkMe is a relatively expensive platform for the amount of effort it takes to build workflows (mobile functionality is an add-on).
Joshua Melder | TrustRadius Reviewer

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
I do not have power over contracts.
Anonymous | TrustRadius Reviewer

WalkMe

WalkMe 8.0
Based on 1 answer
No answer on this topic is available.

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

WalkMe

WalkMe 9.0
Based on 2 answers
WalkMe has done a great job of making their tool easy to use. However because it is a Firefox plugin it causes me to need another browser and sacrifice the left 2 - 3 inches of my display, when working on a laptop this makes it a bit painful. Also when publishing you can organize your list of walk-thrus, the window size is small and limited to the constraints of the WalkMe tool.
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

WalkMe

WalkMe 10.0
Based on 1 answer
The WalkMe Support Team was phenomenal. My support rep made a genuine effort to ensure my success with using the WalkMe Software. She was kind, patient, and very knowledgeable on the software. If there was a question she did not know the answer too, she would find the answer and get back to me as soon as possible
Aaron Goldstein | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | TrustRadius Reviewer

WalkMe

Our organization reviewed several products before selecting WalkMe as the primary tutorial platform. We chose WalkMe because our primary business tutorial need is for Salesforce. WalkMe offers an incredibly easy-to-use and understandable walk-through and integrates incredibly reliably with Salesforce as a platform. Additionally, based on the feedback from others, WalkMe offered one of the better user experiences. The ability to click and follow overlay prompts worked extremely well for those involved.
Joshua Melder | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • The ROI question needs to be focused on clients and not our use internally. We leverage this as a platform for designing customer journeys for our clients.
  • The ROI case is far easier to make for eCommerce operators. Customer journey failings can be easily quantified and seemingly simple issues can generate large ROI outcomes. For web assets without a trading bias, ROI can be established using notional value attribution. For example, a lead for motor insurance that is lost can be costed based on average policy value over a typical lifetime; struggle on a customer self-service portal can be quantified on the cost of handling through a call centre; etc.
Chris Hall | TrustRadius Reviewer

WalkMe

  • They cost us tens of thousands of dollars by strong-arming us and refusing to cancel our contract because we missed the cancellation window by a few days. We had zero use for their product since it had been replaced with another product we already used, so if anything, they slowed down our ability to re-invest in our business.
  • Their NPS score feature was very buggy the first few months we started using it. The reports almost never pulled up in the admin panel, and when they did, the data was clearly inaccurate. The admin panel functionality was not even what we'd consider a minimum viable product. Clearly shipped too early. This prevented us from providing accurate NPS reports to our leadership.
  • Their walk-through product helped us get things off the ground, but looking back, we should have used better alternatives from the beginning.
Anonymous | TrustRadius Reviewer

Screenshots

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Pricing Details

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

WalkMe

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

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