The wonders of WalkMe
August 12, 2022

The wonders of WalkMe

Elizabeth Willisson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with WalkMe

I've used WalkMe across multiple systems, mainly for onboarding and for user education as well as automation, new feature adoption, and feedback surveys. I've also used it on the mobile platform to guide users and highlight new features. I worked initially as a client reviewing digital adoption software to raise a business case for the implementation, the care and support for this by the WalkMe growth and support teams far outweigh the competition proving that not only was their product superior, but their support was as well. I then started to pitch WalkMe when I went for a new contract, including it as a training and change management approach for new system implementations to help the users transition and reduce the need for other training resources.

Pros

  • Customer support
  • Digital adoption
  • Customer engagement
  • Enablement
  • Value realization
  • Success management
  • Aligning to business objectives
  • Providing fast ROI

Cons

  • Cohesion between teams
  • Investment into products left on the outskirts e.g. WalkMe Share
  • Utilise customer/partner input
  • Smart Walk Throughs
  • Analytics
  • Smart tips
  • Surveys
  • Automation
  • User Interface Intelligence
  • Increase in feature adoption
  • Decrease in support time on how to type tickets
  • Decrease in time taken to train staff
I couldn't successfully implement this product for trial and found support help was delayed. In comparison, despite also being based in another country, WalkMe's support was quick to help with queries and always eager to address the issue and go above and beyond to make sure I had the information I needed.

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?

Yes

Did implementation of WalkMe go as expected?

Yes

Would you buy WalkMe again?

Yes

  • New system implementation - if you're switching or upgrading systems, you can ease users through the transition by providing in-system contextual guidance, extra tips, and automating clicks they don't need to worry about.
  • Data integrity - if you have users making mistakes in the system, you can add validation with WalkMe without the need for developer time and reduce those errors and upstream problems, and related costs
  • Reducing support tickets - if you have support tickets coming through about how to do tasks in a system, you can reduce the time and cost of your support staff answering these tickets by addressing the queries with WalkMe content
  • Change management - ease users through change with guidance and provide in-system surveys
  • Onboarding - bring new users quickly up to speed with onboarding tasks
  • Automation - automate your regular processes and cut system time, freeing users up for more important tasks
  • Process/system analysis - use the analytics to track where users are dropping off in processes and making errors and address these with WalkMe content
  • User experience - make your system more user friendly

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