A fabulous tool for improving customer experience
Aaron Goldstein | TrustRadius Reviewer
Updated August 22, 2019

A fabulous tool for improving customer experience

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with WalkMe

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.
  • 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.
Our company chose to transition to our own proprietary knowledgebase system.
If your company produces software in which there may be a particularly steep learning curve, WalkMe is an excellent tool for bringing your users up to speed on the full functionality of your software/platform.
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.

Using WalkMe

3 - 
  • Business Process Refinement
  • Knowledge Base Maintenance and Refinement
  • Customer Support
3 - In order to effectively support WalkMe within an organization, an employee should be extremely knowledgeable on the functionality of their company's software / plat from as well as the features of their company's software which may pose a barrier to inexperienced users due to un-intuitive design, complexity, or lack of existing knowledge base materials.

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

WalkMe Support

The WalkMe Support Team was phenomenal. My support rep made a genuine effort to ensure my success with using the WalkMe Software. She was kind, patient, and very knowledgeable on the software. If there was a question she did not know the answer too, she would find the answer and get back to me as soon as possible.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None

Using WalkMe

Extremely intuitive - I would even describe this software as "fun."
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Requires technical support
  • 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.