Likelihood to Recommend Satmetrix is best suited if you don't currently use
Salesforce . A lot of its main selling points are negated by the virtue of having
Salesforce . Case management is in
Salesforce , reporting is in
Salesforce , the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as
GetFeedback and SurveyMonkey. The only thing that leaves is the consultative service on being best practice and I don't really get to see any of that.
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 Ease of use; SaaS solution, all web based - simple, straightforward and easy to use Multi lingual; we are able to use multiple languages for our surveys Reporting is very flexible; reports can be run for pretty much any data point that you can capture! 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 Implementation did not go as well as planned and there were problems. If you are running multiple surveys, slicing and dicing data is not that simple. 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 The previous experience was so negative that even if they have improved since then it wouldn't help. Another more pertinent reason is because we have an existing 3 year contract with Medallia. Lastly, vendor transitions in our environment (B2B in 132 countries) is extremely painful. I've managed two of them and wouldn't wish it on my worst enemy.
Read full review Usability 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 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 I haven't evaluated any other products. Our executive team selected NPS as the preferred measurement of customer sentiment and Satmetrix is the only certification company I am aware of.
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 With the knowledge gained front he transactional surveys, Satmetrix helped us significantly improve our customer service processes. Combined with the relationship survey, we were ultimately able to improve our customer retention by over 20% within 2 years. 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