UserIQ vs. Verint Knowledge Management vs. WalkMe

In UserIQ campaigns, you can probably create whatever content you have in mind for your campaigns using IFrames. You can probably implement whatever content you have in mind for your campaigns using IFrames in UserIQ campaigns.

Incentivized

Verint KMS is great for organizing content by categories for different teams and by different topics. It is easy to search and the Related Content makes moving from one piece of content to the next relevant piece quite easy. On the authoring side, the ability to schedule publishing or expiration is very handy. It is also really easy to make edits and have content ready and published for readers quickly. Verint's KMS isn't well suited if your users wish to be able to organize their favourited content or if you need a wide-range of options on the authoring end of things.

Incentivized

• 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

Incentivized

• Have a really easy way to tag features and know what you're tracking.
• Great, simple user walkthroughs that you can plug into your app to improve onboarding or increase feature adoption.
• Some interesting dashboard views and you can slice users/accounts many different ways.
• Pretty user-friendly interface.
• Easy to collect qualitative data (nps, survey, etc.).

Incentivized

• The tools to submit and manage user feedback are very effective - they help us respond quickly and interconnect the feedback to the applicable content.
• The end user experience is clean and feels familiar, making it optimal to support a group of people who generally have never experienced a KM application before.
• Our audience responds well to our ability to insert images, GIFs, videos, PDFs, and more into our content.

• 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

• Getting the hang of the walkthroughs took me awhile and was hard for me to understand, but now I understand and love them!

Incentivized

• The authoring side could be improved with additional options for fonts and easier formatting for table content. I have issues with trying to add colour to one portion of a table and not the other, so I have to resort to creating in Word first and then copying over to Verint. There is also no option to create steps in one row and the next step in the next row. I end up just adding 1., 2., etc. manually.
• Many users would like to be able to organize their bookmarks into folders and the system doesn't allow this. Many have taken to creating bookmark folders in Microsoft Edge instead.
• There were a few bugs that went on for a few months that made the initial launch of the KMS more difficult for the users and on the authoring side. The issues were with how the search results came up and what displayed for related content. It wasn't the best first impression for our agents using the system while on calls and made it more difficult. The issues were fixed after a few months of use.

Incentivized

• 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.

Incentivized

Knowledge is an exceptional tool that has solved a gap to reduce the training time of new associates and promote knowledge retention

Incentivized

This rating is given as to a certain degree it is useful - as in the customer health dashboard and providing a very fast service which is easy to use for our users. However, as mentioned prior, the exportation of this data into presentable information (presentation style) is not really possible without doing yourself via screenshots and interpreting the data.

Incentivized

Verint KM has many features that - when used the 'right way' can expedite search, content usage, and maintenance. Unfortunately, not all end users want to be bothered with 'the right way' and are looking for simplistic and predictive options (which any KM solution would be hard-pressed to deliver).

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.

Incentivized

Customer service and support is one of the biggest strengths for UserIQ, whenever there has been any issues or confusion, the help service is very effective and friendly to support us and get to a conclusion within no time, hence why the ranking given is extremely high for this factor. I would not say any improvement is needed in terms of this aspect of the company.

Incentivized

The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals

Incentivized

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

Incentivized

This was the simplest integration of software I've ever experienced.

Incentivized

When comparing with the other product of the market we realize UserIQ brings the best outcome beneath the price so we choose UserIQ apart from other products.

Incentivized

All of these tools were very useful and practical. For our decision, it came down to understanding our core audience - we determined our average associate was largely unfamiliar with call center and office work in their prior work experience, and as such they would not have previously worked in a KM application before. To help adoption, we sought the solution with the simplest and most familiar interface, and based on internal focus group feedback, that was Verint KM Pro.

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.

• UserIQ has let us communicate more effectively with our customers. We have seen a reduction in calls to customer service on how to utilize and update items on our SaaS UI.

Incentivized

• Content is easier to keep up to date and publish on an urgent basis.
• Some users love the system, while others still find it difficult to find the information they need and miss the former guides we used. I think this is a result of the system issues that persisted for a few months after launch and will hopefully improve with time.
• Users love being able to submit feedback and it makes it easier for errors, missing information and out of date information to be caught and fixed.

Incentivized

• 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.