Likelihood to Recommend
The system is good for Customer Success teams to get started and if all the users are updating it responsibly. There are not many checks and balances in the system so your team will have to be disciplined. The reason why I have not been generous with my rating is only because of the slow nature of support and upgrades to the product.
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 Automating tasks within Playbooks Combine multiple sources of customer data Makes it easy to track and review customer status The Customer Support is outstanding - knowledgeable, helpful, responsive 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 knowledge base with content and videos is still work in progress. The support team was very responsive, but not consultative. I had to create from scratch most of the time. It was confusing to use. 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 Usability
I think the only thing holding me back from a 10 is the fact that I don't have that next step field and integration seems to break at times.
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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 Support Rating
When we get issues with Strikedeck, we raise it internally with the Strikedeck admin team. They then contact Strikedeck and raise a support ticket. The turnaround time is quick quick. But from my personal use of Strikedeck, I have only come across few situations where a support ticket is raised with Strikedeck.
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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 Alternatives Considered
The lower price was why we went with Strikedeck over Gainsight or
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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 Helps in better forecasting of revenue & customer retention. Provides Customer Success specific MIS. NPS survey help gauge customer pulse. 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