Likelihood to Recommend Well suited for real time customer support needs - that's where it really shines. Well suited for proactive outreach and the ability to gather feedback from customers + surveys. Less appropriate for a non techie company to set it up, basically any sort of changes in integration have to be done by an engineer.
Read full review New system implementation - if you're switching or upgrading systems, you can ease users through the transition by providing in-system contextual guidance, extra tips, and automating clicks they don't need to worry about. Data integrity - if you have users making mistakes in the system, you can add validation with WalkMe without the need for developer time and reduce those errors and upstream problems, and related costs Reducing support tickets - if you have support tickets coming through about how to do tasks in a system, you can reduce the time and cost of your support staff answering these tickets by addressing the queries with WalkMe content Change management - ease users through change with guidance and provide in-system surveys Onboarding - bring new users quickly up to speed with onboarding tasks Automation - automate your regular processes and cut system time, freeing users up for more important tasks Process/system analysis - use the analytics to track where users are dropping off in processes and making errors and address these with WalkMe content User experience - make your system more user friendly Read full review Pros Intercom's ability to centralize customer communication is a game-changer. Intercom's automation features have saved us time and streamlined workflows. Help desk for users. Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack. Read full review Ease of use and getting up-to-speed in a few days only. WalkMe can be used by new users easily and quickly, yet provides a many advance features for power users to keep exploring and creating innovative solutions--there are always some things that you have not used earlier Great analytics on our platform, usage and adoption by users, and surveys Very friendly community of users who help each other all the time and structured upskilling programs, weekly tips keep the learning going Read full review Cons The AI tools should have a make shorter option The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...) I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity Read full review Firefox plugin: The only time I use Firefox is when building a walk-thru. I would like to be able to use Chrome to build the walk-thrus. Logic: Walk-thrus, Launchers, Shoutouts and walk-thru steps use different logic. I can't always fire something based on a click or URL when sometimes I would like to. Design: You can use CSS to customize the look of your walk-thrus, but there isn't a way to remove the sidebar color of the walk-thrus. Read full review Likelihood to Renew We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
Read full review Usability Everything is very straightforward and easy to see, explore, and use. Intercom provides walkthroughs and helps guides in case something is not apparent to the user and has their agents available to help. I always feel confident when exploring new features or making changes that I can have it accomplished due to the service they provide.
Read full review 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.
Read full review Reliability and Availability always there
Read full review Performance works perfect
Read full review Support Rating Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
Read full review 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
Read full review Online Training Easy to know the learning path
Read full review Implementation Rating The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
Read full review Alternatives Considered We've used both Drift and
Salesforce chat at Owl Labs in the past, and I didn't find them to meet our needs or customer needs the way Intercom has been able to. Intercom ranks higher for us regarding Integrations offered, customization, AI functionality, and user-friendliness. In the past, if chat visitors would click around our website, they'd have to start their chat over again from the start and lose their communication history with us. We also found that
Salesforce chat did not have enough customization that we needed. One small example is that in Intercom, you can see when another teammate is looking at a chat and tag them in notes to collaborate. We didn't have access to anything like that when using
Salesforce chat. Intercom has made it easy to work alongside one another to be more efficient.
Read full review My understanding is that WalkMe was selected based on its capability to support our requirements for our enterprise software. We wanted a product that allows us to provide help at the point of need, provide as little or as much help to guide the user to successfully use the product, and a product that is scalable and can support our growing capabilities.
Read full review Return on Investment I like how easy it is to spot the user data needed to assist our members. Love how easy it is to link articles on the chat that will help both us and the customers. I like that the sales force or the tickets is already connected on the chat Read full review With a promise to help onboard, we found that as people interacted with the walk throughs they didn't get any significant value. Self-service wasn't improved, in fact, we got more complaints from the walk throughs than help from them. NPS surveys were a nightmare to try and integrate with our CRM so we could action the results. Lost time and energy without much support from the WalkMe team No improvement to our Product Adoption, so all cost and time and energy spent on implementation was a loss. Read full review ScreenShots