Reviews (1-9 of 9)
- 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.
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.
- 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
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.
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!
- Client Onboarding
- 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.
- TRAINING: Reduce the need for time-intensive training manuals with next-generation contextual help.
- SUPPORT: Reduce the number of support tickets related to learning new functionality.
- ADOPTION: Increase adoption of new features.
- I would like to see WalkMe's search provider integration enhanced to allow searching websites using SSO (i.e. trusted search for authenticated users).
My company offers a relatively robust media planning and buying platform. WalkMe allows us to proactively provide step-by-step instructions for users of our platform as well as generate important messages on site without relying on our development team.
- WalkMe allows us to generate very specific step-by-step instructions on certain workflows within our media buying platform.
- WalkMe allows us to look in on a user's experience to trouble shoot user reported issues.
- WalkMe allows us to easily connect our web-based knowledge center into our application.
- The set up of Walkme is very time intensive and requires a great deal of effort to implement effectively.
- WalkMe only offers a firefox extension to use their tools.
- WalkMe's insights aren't as useful as I'd like.
WalkMe would be less appropriate on an application that is very user friendly and intuitive.
- Easy to create pop up / shoutouts
- Possibility to personnalise the user based on certain criteria
- Possibility to have very detailed tutorials
- Fairly easy to start using and implementing
- Not so easy to know which user is doing what
- Integration with other softwares
Not so good to integrate it as part of your customer lifecyle - you'd want CSM to know which walk throughs their clients have done
Inline help is provided using the WalkMe launchers. Launchers allow us to place an icon, image, or text next to an element on a page to provide contextual help or launch a guided walk-thru on how to complete a process.
WalkMe is managed by a single department here, however it is seen and used by our entire organization, because we use it throughout the customer's life with us.
- Walk-thrus: It's their bread and butter and where they excel. I can take someone that is familiar with our product and using WalkMe they can quickly build engaging walk-thrus that walk a user from the beginning to the end of a process. Using the logic engine built into WalkMe they can build rules for error messages, wrong turns, abandoned pages, or even steps that require them to wait while they leave our system and come back a day later.
- Launchers: Another one of their staples, but a great tool. We can tie these launchers to an element on a page and quickly add help to a page. We have also used this to overcome design flaws. We added a button to a page and it is used more than the hardcoded link to the same page.
- Goals: Goals can be added to each walk-thru and allow us to track the effectiveness of our walk-thrus and the behavior of our users. Sometimes a walk-thru will expose unexpected behaviors of our users. Goals will also continue to track after a user closes the walk-thru. So we will still know the outcome of a walk-thru even if the users feels that they can continue without the walk-thru.
- 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.
WalkMe Scorecard Summary
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 Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
WalkMe Technical Details
|Deployment Types:||On-premise, SaaS|
|Mobile Application:||Apple iOS, Android, Mobile Web|
|Supported Countries:||All Countries|
|Supported Languages:||All Languages|