What users are saying about

Appcues

3 Ratings

WalkMe

11 Ratings

Appcues

3 Ratings
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Score 8.4 out of 101

WalkMe

11 Ratings
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Score 7.5 out of 101

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Likelihood to Recommend

Appcues

Appcues is perfect for in-app messaging and guiding users through completing product actions. They could improve the usability of the product and the overall UX / UI for new users. Their ability to customize a theme is great for an app that needs to setup something very professional quickly. The flows also look beautiful and feel like part of our app. We're glad we chose Appcues, it's just taken us awhile to fully implement it.
Jared DeLong profile photo

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
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Pros

  • Appcues makes the setup process extremely simple. Rather than having to build all of the cues and flows into our app, we simply installed the Appcues code which essentially lays over top our app and allows us to build any new flows we'd like and push them live without having to consult our engineers.
  • Appcues provides a variety of cue options to display to users. There are tooltips, slide outs and full modals. This allows us to target users on different pages without being too invasive.
  • Their targeting and reporting is also superb. We're able to show flows to certain users based on URL paths and other actions they've taken within our app. We can also see some great reports of users who have completed our flows and metrics on where they stopped if they did not complete a flow.
Jared DeLong profile photo
  • TRAINING: Reduce the need for time-intensive training manuals with next-generation contextual help.
  • SUPPORT: Reduce the number of support tickets related to learning new functionality.
  • ADOPTION: Increase adoption of new features.
Joshua Hickey profile photo

Cons

  • We were extremely surprised that there are not any Appcues used in Appcues. The app is pretty easy to use, once you figure out how to use it. There were not any type of tutorials when we logged in that quickly walked through how to setup a flow.
  • Appcues has lots of support articles, however they are almost so numerous that it was hard to find simple onboarding documentation that we found useful.
  • The different tooltips and product actions are great, but being able to customize the different cues a little bit more by changing sizes and aspect ratios could be an improvement.
Jared DeLong profile photo
  • I would like to see WalkMe's search provider integration enhanced to allow searching websites using SSO (i.e. trusted search for authenticated users).
Joshua Hickey profile photo

Usability

No score
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WalkMe9.0
Based on 1 answer
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.
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Alternatives Considered

Appcues is much more affordable than WalkMe and Pendo from our research. We were previously using Intercom, however Intercom was designed more for purely in-app messaging rather than actually providing flows and cues guiding users throughout an app. We also received lots of complaints from users about Intercom's messaging, which they found to be annoying thus requested to turn off.
Jared DeLong profile photo
Our firm rated WalkMe as best in class compared to alternatives. In addition to functionality, WalkMe university and professional services set us up to own the product and continuously improve
Joshua Hickey profile photo

Return on Investment

  • We receive less support tickets from new users because our Appcues flows guide them through completing basic tasks in their account.
  • Customers in our trial accounts and free accounts rarely reach out to our team with setup needs.
  • Customers using our Appcues flows love the experience, which is crucial during the onboarding process -- especially since our user-base can be less technically savvy.
Jared DeLong profile photo
  • 79% of our customers using a walk-thru agree that it has made it easy to handle their issue.
  • WalkMe has helped us lower costs associated with phone and ticket based support. Using WalkMe to promote self help over ticket creation has reduced our ticket contacts by 50%.
  • Many on our development team are leery of WalkMe. It is allowing someone outside of their department access to modify the user experience. However our leadership teams have been onboard with it.
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Pricing Details

Appcues

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

WalkMe

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