Will never use again; there are better alternatives
September 20, 2019

Will never use again; there are better alternatives

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with WalkMe

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.
Their walkthrough tool worked fine most of the time and provided us with flexibility without having to go to our engineering team. Frankly, though, with how they treat their customers and how buggy the tool is, we have found alternative tools that are much better and at comparable costs.