Disappointed Decision Maker
November 04, 2021

Disappointed Decision Maker

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

Overall Satisfaction with WalkMe

WalkMe was purchased to help customers integrate and adopt in a self-serve fashion. It has failed on all fronts at this point and we no longer use the solution. The support team has failed to delivery a resolution and as we've tried to cancel it's been an absolute nightmare of them ignoring the request.
  • Over selling
  • Under delivering
  • Leaving issues unresolved
  • Technical delivery of the solution - Mobile and Web integration
  • Terminating services upon request
  • Product Adoption
  • NPS
  • Onboarding
  • With a promise to help onboard, we found that as people interacted with the walk throughs they didn't get any significant value. Self-service wasn't improved, in fact, we got more complaints from the walk throughs than help from them.
  • NPS surveys were a nightmare to try and integrate with our CRM so we could action the results. Lost time and energy without much support from the WalkMe team
  • No improvement to our Product Adoption, so all cost and time and energy spent on implementation was a loss.
Pendo didn't have react native support at the time or it would have been the solution of choice. Much better tool.

Do you think WalkMe delivers good value for the price?

No

Are you happy with WalkMe's feature set?

No

Did WalkMe live up to sales and marketing promises?

No

Did implementation of WalkMe go as expected?

No

Would you buy WalkMe again?

No

Microsoft 365 (formerly Office 365)
WalkMe was unable to deliver for us, but we didn't have hard feelings. We just needed to move on. WalkMe has made it incredibly difficult to cancel our agreement at the end of our term. I've been working on it for over 6 months now and their team has been radio silent in the process or worse promising a call and then never delivering. I can only think they were trying to beef up the books as they prepped for IPO as a reason for this level of poor service.