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WalkMe is a versatile software that has been utilized in a wide range of use cases by different organizations. Users have employed WalkMe …
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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 within…
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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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Product Details
- About
- Integrations
- Competitors
- Tech 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
WalkMe Video
Learn more: https://www.walkme.com/
WalkMe Integrations
WalkMe Competitors
- Appcues
- Iridize
- Inline Manual
WalkMe Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | All |
| Mobile Application | Apple iOS, Android, Mobile Web |
| Supported Countries | All Countries |
| Supported Languages | All Languages |
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(58)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
WalkMe is a versatile software that has been utilized in a wide range of use cases by different organizations. Users have employed WalkMe for various purposes such as onboarding and user education, automation, and new feature adoption. The software has proven effective in guiding users through processes, providing system overviews, and offering shortcuts to administrators. Additionally, it has been used as a training and change management tool during new system implementations, reducing the need for additional training resources and facilitating smooth transitions for users. Furthermore, WalkMe has enabled organizations to create comprehensive walkthrough tutorials and build a library of digital knowledge-base assets, saving valuable time and resources for support teams. It has also served as an engagement software, simplifying the online user experience by providing step-by-step guidance through every process.
Many users have found WalkMe to be easy to use and get up to speed with in just a few days. They appreciate the intuitive user interface, which makes it extremely quick and easy to implement the software within their platform. Users appreciate the many advanced features that WalkMe offers, allowing power users to explore and create innovative solutions. These features provide users with the flexibility and customization options they need for their specific workflows. The great analytics provided by WalkMe have been praised by users. These analytics give insights into platform usage, adoption by users, and surveys. Users find these insights valuable in understanding how their customers are using the product and making data-driven decisions.
Lack of Detailed Analytics: Some users have expressed the need for more work on analytics and more detailed reports, indicating that they feel the current analytics capabilities are lacking.
Editor Improvements Needed: Reviewers have mentioned that the editor needs improvements such as tracking edits by multiple users, locking some content, and undoing changes made by others. This suggests that there is room for enhancement in terms of collaborative editing features.
Poor After-sales Support: Several customers have expressed dissatisfaction with the after-sales support provided, especially when it comes to scaling and operationalizing. This indicates that there is room for improvement in providing comprehensive support throughout the customer journey.
The common recommendations from user reviews for WalkMe are as follows:
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Take advantage of WalkMe training and think outside the box when building solutions. Users suggest attending training sessions and exploring creative approaches to fully utilize WalkMe's capabilities.
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Engage with the WalkMe support team and ask questions. Utilize the support offered by WalkMe and seek guidance from developers, UX/UI designers, and customer success managers (CSMs) for a smooth implementation process.
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Incorporate frequent in-depth training and invest in the development of a knowledge base. Offer regular training sessions and build a repository of information to maximize the return on investment with WalkMe.
These recommendations highlight the importance of training, support, and ongoing learning for effective use of WalkMe in addressing process challenges and driving digital adoption within organizations.
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
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
August 04, 2022
WalkMe helped us increase the Customer Satisfaction Rate
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.
July 31, 2022
Walk thru WalkMe
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
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
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
May 05, 2022
WalkMe helps us walk our user to success
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!
May 03, 2022
Best Digital Adoption Platform
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.
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
November 04, 2021
Disappointed Decision Maker
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
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.
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.
June 01, 2021
Helpful in-the-moment tech support that frees up your platform managers and customer service department
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.
May 31, 2021
It will keep your customers happy
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.
May 01, 2021
WalkMe for institutes
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.
April 30, 2021
All in one solution, but doesn't come cheaply!
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 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.
April 24, 2021
WalkMe - good for managers
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
April 23, 2021
WalkMe is like a 24/7 Customer Support Rep!
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 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).
December 20, 2019
WalkMe does more than just guided walkthroughs
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.
September 20, 2019
Will never use again; there are better alternatives
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
August 22, 2019
A fabulous tool for improving customer experience
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.
December 23, 2018
WalkMe for Coupa
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.
December 22, 2018
DISA’s new website launch is a success with WalkMe!
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.
December 22, 2018
WalkMe - a Beginner's Experience
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.