WalkMe - a Beginner's Experience
December 22, 2018

WalkMe - a Beginner's Experience

Kevin Uhlig | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with WalkMe

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.
  • WalkMe helps our trainers by having to spend less time training our customers. Customers one learn in their own time and get the proper perspective they need.
  • WalkMe eliminates tech support calls. The previous platform had poor Help content, and therefore the first instinct of the user was to pick up the phone. Now, the clean, informative, and well-organized layout of WalkMe makes finding answers a lot easier.
  • WalkMe eliminates "churn" for internal users. They now know the one place to go for the answers rather than reaching out to other users, or creating and maintaining their own content.
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.