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.
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.
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
Pros | Cons |
---|---|
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
Pros | Cons |
---|---|
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.