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WalkMe

WalkMe

Overview

What is WalkMe?

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…

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Recent Reviews

Disappointed Decision Maker

1 out of 10
November 04, 2021
WalkMe was purchased to help customers integrate and adopt in a self-serve fashion. It has failed on all fronts at this point and we no …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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What is WalkMe?

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…

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  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Product Demos

WalkMe demo

YouTube
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Product Details

What is WalkMe?

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 any enterprise software, mobile application or website. Founded in 2011, WalkMe software is used by more than 1,500 enterprises globally, including over 30 percent of Fortune 500 companies.



WalkMe Features

  • Supported: Guidance
  • Supported: Engagement
  • Supported: Insights
  • Supported: Automation
  • Supported: On-Screen Recording
  • Supported: Employee Training
  • Supported: Onborading
  • Supported: Change Management
  • Supported: Support

WalkMe Screenshots

Screenshot of Reduce support costsScreenshot of Accelerate the onboarding processScreenshot of Automate any repetitve processScreenshot of Record your users in session to gain valuable visual analytics.

WalkMe Video

Learn more: https://www.walkme.com/

WalkMe Integrations

WalkMe Competitors

WalkMe Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsAll
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesAll Countries
Supported LanguagesAll Languages
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Reviews and Ratings

(58)

Attribute Ratings

Reviews

(1-25 of 29)
Companies can't remove reviews or game the system. Here's why
August 12, 2022

The wonders of WalkMe

Elizabeth Willisson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
I've used WalkMe across multiple systems, mainly for onboarding and for user education as well as automation, new feature adoption, and feedback surveys. I've also used it on the mobile platform to guide users and highlight new features. I worked initially as a client reviewing digital adoption software to raise a business case for the implementation, the care and support for this by the WalkMe growth and support teams far outweigh the competition proving that not only was their product superior, but their support was as well. I then started to pitch WalkMe when I went for a new contract, including it as a training and change management approach for new system implementations to help the users transition and reduce the need for other training resources.
  • Customer support
  • Digital adoption
  • Customer engagement
  • Enablement
  • Value realization
  • Success management
  • Aligning to business objectives
  • Providing fast ROI
  • Cohesion between teams
  • Investment into products left on the outskirts e.g. WalkMe Share
  • Utilise customer/partner input
  • 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
Score 8 out of 10
Vetted Review
Verified User
I have been using WalkMe for the past 4.5 years. I started implementing it in multiple ERP domains and then moved to implement it in CRMs. WalkMe has been a great tool in order to reach the end users in real-time and provide help for them in onboarding, self-learning the application, and also provide extra assistance before they raise a support ticket. I also build strategies to roll resources to help the feature adoption for the users and track how they did. It has been a great tool and we were able to cut costs by reducing the volume of support tickets of 2000+ where each ticket costed us $56 and a lot of valuable time in doing simple tasks for the users.
  • Onboarding.
  • Feature adoption.
  • User level marketing.
  • Insights.
  • Cost.
  • Support.
The support hasn't been great lately and has been causing a lot of trouble. Every time we encounter trouble it takes a lot of time in getting crucial things solved. Sometimes, it took two weeks to reach from support lower level to the highest level and get the issue fixed.
July 31, 2022

Walk thru WalkMe

SMS Saravanan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Training time was saved when we implemented a new product or changed from PeopleSoft to Success Factors. WalkMe helped us to reduce the number of frequently asked queries in service now ticketing tool. We could achieve nearly 95% data accuracy using WalkMe. WalkMe has improved a lot and we are able to build custom based solutions using WalkMe. Even Though many other products are there WalkMe is customer focussed and can blend well with any software. Easy to use and can built solutions to problems easily.
  • Smart Tips and the various colours
  • Launcher and customisation options in it
  • Shout out and opening menu from it
  • Smart Walk Thrus and the trigger steps and conditions
  • Analysis part
  • Chat Bots
  • Upload feature for segmentation
  • Smart Walk thru creation and conditions to be made easy
  • Auto pick of jQuery elements
While creating launchers I find it to be useful wherein we added the editable image and people thought it to be Success Factors and not WalkMe. So without much difference we were able to make an impact. Through the launcher we connected it to a PDF resource. While finding jQueries find it difficult to find a unique jQuery and rarely used chat bots because of the difficult in usage.
Score 10 out of 10
Vetted Review
Verified User
We have a complex and highly customizable system, so we use WalkMe to help administrators learn to use the different options and customizations we offer. Using Smart Tips, we are able to provide context for our system fields right on the page, at the moment the administrator is looking for help. We use Walk Throughs to help guide new users through our system processes for the first time. In our support portal, we also leverage the WalkMe menu, which allows us to link our admins to FAQ items and resource documents, and we are even able to report on what they search for in the menu so we can design new help resources around any information gaps we find. We have utilized the user tracking capabilities in a limited capacity, and are intrigued by the possibilities there. It's interesting to see frustration points in our system and see what's causing our users to abandon our system processes. Overall we've been really happy with our experience with WalkMe over the last several years.
  • Phenomenal support and troubleshooting services
  • Product is easy to use and is constantly being improved
  • Allows us to save time solving problems in our own system
  • Wish the bot functionality was more intuitive and useful to our system
  • Would be nice if we could combine WalkMe reporting data for our multiple systems
  • We have some trouble proving ROI based on what's available in reporting
By far, WalkMe's most helpful feature for us is the Smart Tips. We have created hundreds of them to provide users with quick context within our system. In problematic use cases, we can add a Smart Tip in minutes to provide clarity and information. Not only does this help reduce our support burden and help our users more easily navigate our system, but it saves our dev team time hard-coding tool tips into the page.
Hayley Dolby | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
As an IT trainer for many years, I have used many methods for designing and delivering training for staff. Issues arise when staff forgets some of what they have learned on the training course. They forget where to find the training materials when needed or just can't be bothered to even look sometimes. Also, it's hard to truly gauge if they have adopted the software and using it effectively. Yes, we can ask for feedback after training or call them after a few weeks, but this is not always effective and can be time-consuming. Currently implementing WalkMe on Dynamics 365.
  • No more communicating via email - conditional shoutouts to relay a message
  • Automating processes to increase productivity and reduce frustration
  • Fabulous analytics
  • Training at the point of need - no more searching for the relevant training elsewhere
  • Adding a link to automatically start any WalkMe solution from anywhere using 'Permalinks' is great!
  • Upload files in the chat bot
  • Allow multiple selection of items when creating a shout out
WalkMe Workstation is particularly good for onboarding new staff and being able to search over multiple apps instantly. From an IT training point of view, I would use WalkMe if I could on every piece of software in some form.
Theodora Mazza | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
I use WalkMe to provide just-in-time help for our web-based enterprise software. We are trying to help users quickly learn and understand our product so they can be successful using the product. We also use WalkMe to understand what the customer pain points are and how we can anticipate and prevent those pain points and include WalkMe help items to guide the user in best practices and ultimately success using our software.
  • Allows us to provide just the right amount of help at different points in the product use workflow.
  • Allows us to segment the help to show only relevant help at different points in the UI.
  • Allows us to link help items together and guide users to more and more information as needed.
  • Allows us to link to outside sources for additional information/support.
  • I would like to see some way to manage versions of the help from release to release, as currently the only way to see/roll a help item back to a time in the past is to revert to that time.
  • We had run into some issues with duplicating images in the Assets Library, but that has just been fixed!
My experience has only been with web-based software and WalkMe is serving us great by providing help for the same. We can scale the help to as little or as much as we want/need for each user workflow. Because the help collection is searchable and linkable, users can quickly find their way around the help system and also find more and more information as needed.
Score 9 out of 10
Vetted Review
Verified User
We use WalkMe to help our customers easily understand our systems. We use it to guide users through the system, to show tooltips and validation messages, to show popup notifications, and so on. We chose it because it saves our time and effort to implement the above features in the system. It also gives us a powerful dashboard that gives us insight into the usage of our systems.
  • User Guidance
  • Tooltips
  • System Usage report
  • Improved UX
  • The bot feature
  • The API integration could support many more systems. It still supports many.
If you target to guide users through the system, to show tooltips and validation messages, to show popup notifications, and so on, I recommend going for it as it saves your time and effort to implement the above features in your system. WalkMe also has a nice support team.
Krishna Khanna (they/them) | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We have been unlocking huge value by bringing WalkMe to our many products for the last 3 years. We have been using WalkMe for many use cases or opportunities, such as Training/Onboarding new users, managing changes/updates in those platforms, ensuring our users are entering correct data, and finally learning user behavior from analytics.
  • 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
  • Definitely need more work on analytics and more detailed reports
  • The editor needs some improvements such as tracking edits by multiple users, locking some content, and undoing changes made by others
  • After-sales support could be a lot better, especially when it comes to scaling and operationalizing
WalkMe is a great tool to support digital transformation efforts at an organization--it can reduce the training/learning time for both the users and the creators. It can also support onboarding, change management, data integrity, and creating a seamless connection between platforms and many others.

It's not a tool for simple, intuitive platforms that do not change frequently.
Score 1 out of 10
Vetted Review
Verified User
WalkMe was purchased to help customers integrate and adopt in a self-serve fashion. It has failed on all fronts at this point and we no longer use the solution. The support team has failed to delivery a resolution and as we've tried to cancel it's been an absolute nightmare of them ignoring the request.
  • Over selling
  • Under delivering
  • Leaving issues unresolved
  • Technical delivery of the solution - Mobile and Web integration
  • Terminating services upon request
WalkMe was unable to deliver for us, but we didn't have hard feelings. We just needed to move on. WalkMe has made it incredibly difficult to cancel our agreement at the end of our term. I've been working on it for over 6 months now and their team has been radio silent in the process or worse promising a call and then never delivering. I can only think they were trying to beef up the books as they prepped for IPO as a reason for this level of poor service.
Alan Stanley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Overall, it is helping me a lot in the organization to have the best analytics of customer and provide real-time reporting on several applications. I would recommend this software to other businesses to have this tool in their ecosystem to get quick and right insights of customer behavior and enables the workplace to adapt to more advanced a platform for quick work.
  • I have been using this platform for a very long time and it stands out to be the best digital platform.
  • It is easy to use and easy to start with a perfectly stable UI. It is very much clean and simple in functions.
  • It settled up very easily even the person not having much knowledge of programming.
  • It helps us to look into specific things which are in the need and has to be on the platform.
  • The biggest con of using WalkMe is they are lacking in providing clean and fast UI.
  • Platform becomes slow sometimes and often lagging on various tabs.
  • It gets really slow while logging n as it takes a lot of time to log in easily.
The best-reviewed platform to handle all the digital problems with new features. Another great feature that is helping me a lot in the organization as it gives me all the insights and information of what customer wants from us and which thing customer is looking for also how the user is using our product.
Jason Sauquet | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
WalkMe is one of the most stable and advanced digital adoption platforms available in the market for Organisations. I have been using WalkMe for a long time as it is very easy to set up with a perfectly stable UI. When using for the first time, it was very intuitive and simple in functions. It settled up very easily and did not even find any difficulties even a person with less knowledge of programming can easily use this as a big relief.
  • This helps me the most to look into the things that what user is searching for and what we need to provide to them.
  • Great future which helps me a lot in the company which is that WalkMe helped me to get a quick help along with giving insights into how users are using the product.
  • Its price is very reasonable any and it is also easy to setup in the department.
  • Enhancing the productivity.
  • The main drawback I am facing in WalkMe is that they are lacking in providing the inbuilt templates. There is a huge need for templates which saves a lot of time and effort also helps in being productive more at work.
  • The platform is lacking somehow in syncing with other tools which are very frustrating for me also it gets slow while logging in.
WalkMe has permitted my little team to rapidly construct, test, and dispatch advanced walkthroughs to assist clients with comprehension and gain proficiency with our product. Our company is reliably refreshing and developing so the capacity to trigger yell-outs of new highlights and capacities is incredible. I would recommend this to other businesses to add this platform into their work systems and get benefits from incredible services.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We are using WalkMe to provide in the moment feedback and instructions for users of our digital learning platform. This allows us to avoid a lot of customer service calls and emails, because many of our end users' questions can be answered by WalkMe without any further assistance from our Client Services department.
  • WalkMe does a nice job of integrating with our LMS and providing helpful information to our users when they need it.
  • WalkMe's customer support is excellent - they are very prompt to answer questions.
  • WalkMe's user interface is intuitive and easy to use.
  • WalkMe is rather pricey for an organization like ours, which is a nonprofit.
  • WalkMe is not able to integrate with every feature on our highly-customized LMS, so it is not a complete solution for our customer service needs.
  • WalkMe's integration process for our LMS was very time-consuming and complicated, requiring months to implement.
WalkMe is well suited to relatively simple platforms that don't have a great deal of customization on the back end. If your platform that WalkMe is installed on has a lot of homegrown features and functionality, you might have a hard time with the development and implementation phase, and your customers might not see the benefits for quite some time.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
WalkMe is used as a walkthrough learning tool on our website to guide our end users about basic application flow. This is used across the organization for all of our customer-facing web products.
  • User friendly.
  • Support system is great.
  • Efficient tool to improve Adoption graph.
  • Customization options are available.
  • Easy integration with slack, AWS and our identity provider OKTA. This saves a lot of time.
  • Sometime it's less responsive.
  • Learning curve is high.
  • Expensive option.
  • custom options for dealership domain are not available.
  • Analytics are not that great.
For our org use cases, this is best suited and working fine for the last few years.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It is being used in our organization to save costs and to get most return on investment. As we have some business assisting tasks so we get a lot of help from this software. That's why it is deployed in our organization. It is a great software to get most ROI. Most of the employees get help in the form of in-depth support. Whereas the institution gets help in the form of return on investment saving costs.
  • Easy deployment. Not much working required.
  • Powerful. Great tools, amazing features.
  • Provides help a your fingertips. User friendly.
  • Data uploading. Easy to upload data.
  • Synchronisation. Data can be easily incorporated.
  • Apps for different OS. Like android, iOS.
It is less suitable for data uploading and synchronization whereas, it is best for providing insights to users and in-depth understanding of things and to help others building actionbots and to use their products in a more user friendly and convenient way. Ease of using a product at users' convenience. There are some issues regarding data uploading and synchronization whereas it is user friendly.
Nikhil George | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
WalkMe is used across multiple departments in our company to help new users learn how to use our application and existing users to become familiar with new features. It is used to guide users through tasks and automate certain functions. Using WalkMe enables us to provide help and support to users without needing to grow our team.
  • Most customizable product in the market.
  • Great help content and support team.
  • Includes add-on modules such as insights, actionbot and LMS.
  • Very expensive compared to competitors.
  • Takes quite a while to learn all the features and how to implement them successfully.
WalkMe is great for guiding users around features in your application. It can show them where menus, options, and features are located. It can also be used to guide them through tasks, however, if the task is quite complex, the guided tours can be hard to set up correctly. The reporting and insights tool helps track the effectiveness of the tours as well as user behavior to help you improve the tours as well as in-app features.
Elizabeth Cassidy | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
WalkMe is the ultimate engagement software that is currently used in our organization as the customer engagement platform that radically simplifies the online user experience by 'walking' users through every step until they complete any process that they are undertaking. It does this by use of tools such as notification bars, call to action buttons and pop-up balloons.
  • It makes the customer experience seem efficient, effortless and engaging.
  • It guides users and drives them to action by recommending new and relevant features.
  • Anticipating the team needs and providing them with the kind of help they exactly need at that time.
  • The admin panel is complex and needs some amount of time investment to learn it.
  • The initial process of setting up WalkMe requires a significant amount of effort and knowledge.
  • The pricing plans are not cost effective and they should have a proper categorizing of features to make it cost effective.
It can be used to train new users or walking them through the support queries or during the promotion of new features through a series of clear, step-by-step interactive tip-balloons that are displayed on screen. A great way to draw attention of visitors to important messages on our site especially when promoting new services, announcing maintenance or informing users of changes.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use the WalkMe application and plug-in for user training and adoption of HR systems. This allows our management teams to receive tailored guidance in our Human Resources systems for things like new employee onboarding and compensation. Due to how infrequently some activities occur, this is an always-ready tool to help remind managers of how to use these systems without them having to find documentation that is buried away somewhere in a SharePoint.
  • User guidance
  • On screen documentation
  • Easy to use
  • Improved user interface
  • Navigation
  • Accessibility
[An] application like WalkMe is useful for applications that are critical but may be used infrequently. For example, [the] Human Resources system that handles compensation and review may be used once a year by a manager. Unlike document-based documentation, WalkMe is an always-ready tool to help remind [managers] of how to use these systems without them having to find documentation that is buried away somewhere in a SharePoint.
Scotty Hunt | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use WalkMe as a explanation service on our Live Application for clients. It is a resource to help them problem solve on their own, or learn new tricks and tips within our software. It is a huge productivity driver for our customer support teams, because WalkMe can interactively answer some of the most common questions that our clients have while inside the application.
  • DIY for clients
  • Virtual training
  • Frees up time for Customer Support teams
  • Incorporation of video explanation
  • Live Connect ability if a problem is not solved
  • "Enter Your Issue" track-ability, so we can see what issues/walk throughs we need to add
WalkMe is totally suited for any company that provisions an application for its clients to use. Our is a cloud-based application with specific login's and passwords for each individual client. Client's have 24/7 access to the software, so our Customer Support teams cannot be on-call at all times. WalkMe live help and walk-through tutorials are essential for the clients to "help themselves" to the answers and functionality explanations they need to be productive. It enhances the value of our application.
Joshua Melder | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
WalkMe is a tool that my organization has invested in relatively recently in order to better train our large sales force. WalkMe is primarily implemented by our sales education team and trained out on our various business platforms in order to teach employees how to generate inquiries, open/close opportunities, and more. Overall, WalkMe has been instrumental in better educating teams on our wide range of business solutions at times that are convenient to them. Employees can now step through each task by viewing each pre-created scenario instead of creating inefficient follow-up meetings.
  • Creates step-by-step tutorials for workers to view.
  • Business Processes are now standardized - as they are in writing for employees to follow.
  • Saves valuable time by diminishing need for live workflow training sessions.
  • The workflow builder feels a bit clumsy - and can be quite tedious.
  • There needs to be quite a bit of time investment in order to learn the platform efficiently.
  • WalkMe is a relatively expensive platform for the amount of effort it takes to build workflows (mobile functionality is an add-on).
For large-scale organizations with a sizable sales force, WalkMe is an unquestionable time saver. After the WalkMe implementation, our sales education team was able to move on to completely new projects and rarely were required to hold training for several of our most-utilized platforms. I was able to learn several of my own workflow responsibilities - and workflows before and after my own in our pipeline. It helped me better understand our lead process, the timing of events, and a better overall view of what our team was trying to achieve. Therefore, with a large team, I would highly recommend.
Vincent Frisina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
WalkMe is used to guide users through processes, give users an overview of the system, and to provide shortcuts to administrators to access process-specific documentation.
  • Flexibility
  • Customization
  • More dynamic URLs.
  • Easier organization and navigation of the builder.
End-user guidance, form validation, post-release walkthroughs, and activity tracking are all good uses of WalkMe.
Score 1 out of 10
Vetted Review
Verified User
WalkMe was originally used as a walkthrough tool for visitors (external marketing website) and customers (internal website). Then, we also used it for NPS scoring and analysis. It was used primarily by the marketing team and was there to help increase conversion rates, adoption, and product training.
  • Most sections in their admin panel worked fine
  • When we experienced bugs, they agreed to comp some of the costs
  • If you miss your contract renewal cancellation window (even by a few days), they will strong-arm you into renewing even if you've clearly stated that you're unhappy with the service
  • The platform isn't the most stable. We experienced multiple bugs across their walkthrough feature and NPS feature
  • You have to use limited browsers for setting things up, admin panel is not the most user-friendly, and overall product quality and experience does not reflect the cost
Their walkthrough tool worked fine most of the time and provided us with flexibility without having to go to our engineering team. Frankly, though, with how they treat their customers and how buggy the tool is, we have found alternative tools that are much better and at comparable costs.
Aaron Goldstein | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Being a Software development company, our organization used WalkMe to improve the ease and speed at which new users and clients were able to adopt and become fluent in the use of our various software products. In certain instances, a given software may not be intuitive for every user; this depends on the user's degree of skill, use of similar products, and the UI of the given software. In cases such as these, the WalkMe product allowed our organization to create comprehensive walkthrough tutorials, and a massive library of digital knowledge-base assets, which assisted our clients and saved our support team significant time and resources.
  • Phenomenal customer support.
  • It has very useful tools and features -- new features are released regularly, consistently improving the software.
  • Very intuitive UI -- implementing the WalkMe software within our platform was extremely quick and easy.
  • Given my role in the implementation of this tool, I cannot think of anything that the company did poorly. I loved using the software and found it incredibly useful.
If your company produces software in which there may be a particularly steep learning curve, WalkMe is an excellent tool for bringing your users up to speed on the full functionality of your software/platform.
For instance, let's say you have an email marketing platform in which users can build and send emails. From your analysis of your customers' use of the platform, and from your review of the most common support tickets, you find that your customers find it especially hard to import pictures into an email. Using the WalkMe software, you are able to create a digital walkthrough within your email marketing platform, which teaches users to import pictures. This saves your support team time and money, and improves your users' experience and confidence in your platform.
December 23, 2018

WalkMe for Coupa

Rona Bassett | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

WalkMe is being used by a number of departments within the company for Salesforce and Coupa; plus a number of other departments and business units are reviewing the system.

A key element that we are looking to achieve is to reduce the number of support tickets and improve efficiency and productivity.

  • WalkMe provides guidance and information at the moment and in the location that users need it most. This means that the user does not have to hunt for information or get frustrated when they cannot complete a task.
  • WalkMe helps support teams by providing immediate solutions to either regular or one-off queries from users.
  • The WalkMe insights and visions help managers to track user journeys and understand user behavior. This ensures that managers can engage with users in a more productive way.
  • WalkMe has amazing functionality. However, learning to use it, as a developer, does take time. Much of the functionality is geared towards retail and software such as Salesforce. It would be really beneficial for back-office users and developers to see more functionality on ERM, S2C and P2P products.
WalkMe is very well suited to the retail industry with product purchasing. However, this can also be translated into back-office software when users are undertaking purchasing on an irregular basis.
Geethika Lokanadham, PMI-PBA | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Our client-facing website, DISA.com had not been changed for several years and was undergoing a much-needed user interface change. We knew that our customers who were very comfortable with the old system in early conversations would be resistant to change.

WalkMe helped change that for us. Customers were empowered to find the new way of doing things quickly, easily and at their own pace, when they needed it! They didn’t have to sit through hours of training and hope they remembered it in a month. Whenever they needed to run a drug test or background screen, they clicked on the appropriate Smart Walk-through and it took them through each step of that specific process.

Since the launch we’ve seen a high user adoption rate and just two weeks in, more than 66% of users have used WalkMe multiple times. Without WalkMe this would have been a much harder transition. Thanks, WalkMe!

  • User adoption rate.
  • Training.
  • Onboarding.
  • Analytics.
  • A way to run automated tests on Smart Walkthroughs.
It is well suited for:
  • Training
  • Client Onboarding
Kevin Uhlig | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
WalkMe is being used to help our customers learn to effectively use the autoTRADER.ca dealer inventory platform.
  • It has the ability to provide perspective on a particular scenario and walk you through the steps on exactly how to accomplish that scenario. Perspective and steps.
  • It can meet the demands for all user types. So, therefore, if a user likes to go through help content from A-Z, or learn on their own and only utilize help content for quick answers to quick questions, Walkme is able to accommodate these situations.
  • It can integrate with PDFs and videos for deeper knowledge about the platform or scenario being authored.
  • Their training course on using JQuery selectors left the impression that there were only two types of selectors available, when in reality many other selectors are available, which I've definitely learned to utilize, but not before some confusion and little frustration.
  • The WalkMe Editor was not initially loaded with certain tools I use now. Therefore, at the beginning of my authoring experience, when attempting to solve a complex issue, I struggled with the tools available to me, and when I had to "give up" and reach out to my CSM, he was able to just activate a particular tool for me. Therefore I had to "learn" that when I hit a wall, instead of spinning my wheels, to reach out quickly to my CSM in case the solution was simply to activate a tool for me.
The rule creation ability is really powerful, as it allows you to finetune when/how a Walk-thru plays according to really specific scenarios. I also love how it functions as a "traditional" help, but with interactivity for the user to meet the principle learning guidelines by reading, seeing, and doing. The SmartTip feature is also really cool, because now a user simply has to hover their cursor over a question mark to learn about a particular field or button, rather than having to dig for the answer in existing documentation or call tech support.
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