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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 …
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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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!
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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 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
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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
- Smart Tips
- Reporting/Insights
- Need Help menu
- Saves developer time at our organization
- Makes our system easier for our clients to use
- Difficult to tell a complete story using reporting data
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.
- Organized task checklist used to introduce new features or track user experience.
- ShoutOuts that are used to draw visitor attention to announcements on our site.
- The WalkMe Editor that allows me to manage all WalkMe Apps in one central space.
- We have become a market leader in the customer experience.
- Loyal customers have become more worth and provide more revenue.
- Less expensive service channels and higher customer satisfaction.
I have realized WalkMe is a great product with a lot of features and so far is the best product adoption and user onboarding tool compared to its alternatives. WalkMe is specialized in the field of product tours and walkthroughs hence making it the pioneer in the user onboarding market.
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
- They cost us tens of thousands of dollars by strong-arming us and refusing to cancel our contract because we missed the cancellation window by a few days. We had zero use for their product since it had been replaced with another product we already used, so if anything, they slowed down our ability to re-invest in our business.
- Their NPS score feature was very buggy the first few months we started using it. The reports almost never pulled up in the admin panel, and when they did, the data was clearly inaccurate. The admin panel functionality was not even what we'd consider a minimum viable product. Clearly shipped too early. This prevented us from providing accurate NPS reports to our leadership.
- Their walk-through product helped us get things off the ground, but looking back, we should have used better alternatives from the beginning.
A predecessor had originally chosen WalkMe and I decided to continue using them out of convenience, but when things didn't get better, we looked around and found alternative tools to be better.