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Helpful in-the-moment tech support that frees up your platform managers and customer service department
June 01, 2021

Helpful in-the-moment tech support that frees up your platform managers and customer service department

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with WalkMe

We are using WalkMe to provide in the moment feedback and instructions for users of our digital learning platform. This allows us to avoid a lot of customer service calls and emails, because many of our end users' questions can be answered by WalkMe without any further assistance from our Client Services department.
  • WalkMe does a nice job of integrating with our LMS and providing helpful information to our users when they need it.
  • WalkMe's customer support is excellent - they are very prompt to answer questions.
  • WalkMe's user interface is intuitive and easy to use.
  • WalkMe is rather pricey for an organization like ours, which is a nonprofit.
  • WalkMe is not able to integrate with every feature on our highly-customized LMS, so it is not a complete solution for our customer service needs.
  • WalkMe's integration process for our LMS was very time-consuming and complicated, requiring months to implement.
  • In-the-moment feedback and technical assistance for the end users of our platform
  • Ability to integrate with a complex, customized platform
  • Responsive and helpful customer service for our internal users who are implementing the tool
  • WalkMe has reduced the workload of our Client Services department significantly
  • WalkMe has allowed our customers to onboard their program participants into our learning platform more easily and efficiently
  • WalkMe has saved time for the platform product management team by allowing them to document and train on more complex processes than the ones WalkMe addresses.

Do you think WalkMe delivers good value for the price?

Yes

Are you happy with WalkMe's feature set?

Yes

Did WalkMe live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of WalkMe go as expected?

I wasn't involved with the implementation phase

Would you buy WalkMe again?

Yes

WalkMe is well suited to relatively simple platforms that don't have a great deal of customization on the back end. If your platform that WalkMe is installed on has a lot of homegrown features and functionality, you might have a hard time with the development and implementation phase, and your customers might not see the benefits for quite some time.