WalkMe is a Digital Adoption Platform (DAP) that promises to transform the user experience in "today’s overwhelming digital world." Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe offers a transparent overlay that assists users to complete tasks easily within...
Digital Adoption Platforms
Digital Adoption Platforms Overview
What is a Digital Adoption Platform?
Digital Adoption Platforms users may create feature tours, tooltips, overlaid instructions, interactive guides, or in-line documentation for their software products. Walkthroughs created with Digital Adoption Software differ from product demos or training courses in that they provide help or simulation while the user is actually using the product, rather than in a sandbox.
The two major use cases for these tools are employee training (internal) and customer success (external). In both cases, a digital adoption platform assists with onboarding new users of an application. They can also be used to introduce new features or product changes. Successful digital adoption drives user success and decreases support requests. Digital Adoption Software can also be introduced into a free trial as a marketing strategy for increasing conversion to purchase from trial.
Digital adoption platforms are related to customer success software, customer experience management, help desk platforms (which may offer in-app help via chat, a product wizard, or self-service articles) and live chat/in-app messaging tools. Alternate names for Digital Adoption are Guided Help Software, Product Tour Software, Walkthrough Software, Product Engagement Tools. or even Onboarding Software-- but this should not be confused with onboarding software for HR. That is usually a part of talent management suites, and handle paperwork and administrative workflows related to hiring new employees.
Features of Digital Adoption Software (aka Walkthrough Software):
Digital adoption software provides the following features:
Create guidance layer without altering underlying application
Create walkthrough, in-app messages, or other guidance
No code editing tool to manage and deploy walkthrough elements
Guidance personalized, triggered by user behavior
Guidance to live support (or sales from within free trial)
Tour customization (e.g. color, theme, template)
Tour completion metrics, scoring
Net Promoter and Customer Effort surveys
Granular application usage data collection (e.g. user clicks)
Machine learning analytics to locate user inefficiency, describe workflow
Cross-user app usage analytics, problem spot identification
Free trials and free versions of Digital Adoption Software are available. To support larger user bases or more complex apps, Digital Adoption Platforms are generally available on a monthly or annual subscription basis. While prefab subscriptions with listed features and published pricing are available, many vendors offer wholly custom plans. This is to address the potential variability and complexity of the applications to which they’ll be deployed. Pricing generally scales with number of application users who will be receiving guidance and completing walkthroughs. Add-ons include additional live support, localization or multilingual support, API and integration, and role-based user access.
Digital Adoption Products
Listings (1-8 of 8)
UserIQ is a marketing automation software solution offered by UserIQ.
Appcues is online software for creating in-product experiences such as user onboarding, feature announcements, etc. without writing any code. (The vendor believes it's the non-technical people who oftentimes have the best information about a software user's needs and desires.) The goal of using A...
TourMyApp allows users to create in-application tutorials to guide the users of their web application. It includes guided tours for onboarding new users, the ability to highlight certain features in the app, show a demo, or substitute for documentation. It also provides usage metrics on how users...
Whatfix is a SaaS-based platform that enables businesses to create real-time interactive guides on their web platform. The vendor says their technology can be integrated with ease across all user touch-points inside any web platform. The vendor is focused on helping businesses with:Simplifying ...
The technology developed by Userlane is designed to guide users through software like a GPS turn-by-turn navigation system. The vendor says this allows every user to operate even complex software on a professional level without any learning curve.Userlane includes interactive step-by-step guides,...
Aptrinsic offers their customer engagement platform to software companies wanting to simultaneously build engagement with their applications and track customer engagement within their application, for segmenting or for finding elements in the application that work or that do not; of use for produ...
Support.com headquartered in Sunnyvale offers Guided Path, the company's customer self-help and guided assistance platform for mobile and desktop apps.