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…
The wonders of WalkMe
WalkMe helped us increase the Customer Satisfaction Rate
Walk thru WalkMe
Wonderful product that helps us make our system more intuitive for our clients
WalkMe is the future of training and digital adoption!
WalkMe helps us walk our user to success
Best Digital Adoption Platform
WalkMe is a market leader in Digital Adoption space and deservingly so
Disappointed Decision Maker
Complete digital analytic platform available in market
Perfect tool to create a navigation and pre-build experience for clients
Helpful in-the-moment tech support that frees up your platform managers and customer service department
It will keep your customers happy
WalkMe for institutes
All in one solution, but doesn't come cheaply!
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
Pricing
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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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
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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
WalkMe Integrations
WalkMe Competitors
- Appcues
- Iridize
- Inline Manual
WalkMe Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
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Operating Systems | All |
Mobile Application | Apple iOS, Android, Mobile Web |
Supported Countries | All Countries |
Supported Languages | All Languages |
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Reviews and Ratings
(58)Community Insights
- 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
(1-2 of 2)A fabulous tool for improving customer experience
- 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.
- Based on calculations performed with the WalkMe account manager, we were able to determine that this software saved our company 1,800 support and training hours, translating to roughly $45,500 for the business.
- Every digital walkthrough, smart tip, and library resource created has reduced the number of support tickets generated by confused customers.
- Business Process Refinement
- Knowledge Base Maintenance and Refinement
- Customer Support
Employees supporting WalkMe must have not only an strong understanding of the correct use of their company's software, but also of how an individual user with no prior experience may use / interact with the software. In this way, WalkMe can be used to bridge the gap for new users to complete adoption of a given software.
- Improves customer adoption of software
- reduces workload of customer support team
- increases user confidence
- The element identification / tagging for the purposes of building smart walkthorughs
- the ability to alter the appearance of messages and notifications
- automated link navigation
- smart walk through builder
- The only somewhat difficult part of implementing the software was installing the necessary code within the native software. This usually required the assistance of our dev team.
WalkMe, a memorable name because of what it does.
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.
- 79% of our customers using a walk-thru agree that it has made it easy to handle their issue.
- WalkMe has helped us lower costs associated with phone and ticket based support. Using WalkMe to promote self help over ticket creation has reduced our ticket contacts by 50%.
- Many on our development team are leery of WalkMe. It is allowing someone outside of their department access to modify the user experience. However our leadership teams have been onboard with it.
- The step creation is super easy, just point and click. With the recent updates additional steps are automatically created as well, making it even easier and quicker to create a walk-thru.
- Launchers can be quickly implemented with little effort. Just like the steps, you select the element, design the button and then publish it to the world.
- The reporting in WalkMe is easy to use and read. They are also able to allow for exporting of custom raw dumps of data allowing for greater manipulation or segmentation later.
- Logic: It's not that it's always complicated, but it sometimes feels limited.
- Using the permalink we are able to send someone a link to a walk-thru, but there isn't an easy way to expose this permalink to all of our chat agents.