WalkMe

WalkMe is great for digital adoption - bringing software end users up to speed

Comments: Very happy with this software. The WalkMe support team was also amazing!

Pros:

My company used this software for a about 8 months to a year. We integrated Walk Me into our proprietary platform in order to help our web design agencies and their end users to better use our software, to become more self sufficient when using the platform, and to help make our platform more intuitive. The WalkMe interactive digital walk throughs made it extremely simple for customers to learn the ins and outs of our platform without our support team getting engaged. This software saved our support team significant time and energy!

Cons:

Managing the Walk Me software can be difficult in a situation which requires constant updates to the digital walk throughs - during periods in which our platform was undergoing significant changes. However, though the process of updating our library of walk throughs was tedious, it allowed our end users to become familiar with platform updates very quickly with limited engagement from support staff.

Extremely robust platform for digital adoption

Comments: Customer self-onboarding. Benefits:
Scalability of new customer onboarding. We were able to onboard customers much faster after deploying WalkMe, allowing CS to focus on renewal and expansion with existing customers.

Pros:

WalkMe has a ton of functionality to allow you to create walk throughs and other types of dynamic user education. I love how easy it is to integrate outside content like videos, help desk articles, webpages, etc. with your custom walk throughs. Probably my favorite thing about walk me is that Customer Success and UX can use the platform to implement super detailed user education without needing to involve engineering much at all. In my experience, user education often gets deprioritized next to new feature development and bug fixes, so things like in-app onboarding and tool tips only get built when there's a bit of extra capacity, and it rarely is able to keep up with the evolution of the product. With WalkMe, the teams focused on customer success and experience can quickly implement the changes they want without involving half the company.

Cons:

It is a very robust platform, so learning all the functionality takes time. Unless you're a javascript and CSS pro, you will probably struggle with getting the jQuery selectors right and the CSS exactly how you want the experience to look and feel. The out-of-the box features will get you 90% of the way there though.

Disappointed Decision Maker

Pros:

The idea of WalkMe and their promised delivery over a multi-platformed environment was exciting.

Cons:

They failed to delivery, the support team has now stopped responding, and it's been extremely difficult to get them to finalize our cancellation request.

Top tool for creating interactive user onboarding

Comments: It really helps us onboard our new users. Even those who are not willing to give it a go once they register for the first time, they can launch it later through the WalkMe menu. We definitely see positive effects of having WalkMe.

Pros:

With new Smart Walk-Thrus it is easier than ever to create a desired flow. I like the ability to style almost everything as I would like it to appear in the app (although you must have a good CSS knowledge too).

Cons:

Some things are harder to do but improving, like it was to manage existing content but then the folders were introduced to make it easier. So many room for improvements which does not mean the tool is not good, it's just means that they are on a good track to make it even better. Very pricey... there should be some lighter, start-up packages.

Just in time performance support

Comments: The customer support and sales staff at WalkMe are great at helping unlock the potential benefits. We are currently considering a pilot program that I'm hopeful will take off and lead to enterprise-wide use.

Pros:

There are two things that I loved about WalkMe. 1. The overall premise of improving the user experience and guiding them at the time of need. 2. How easy it is for a non-technical person to author any type of WalkMe function.

Cons:

It's definitely better for form-based applications than more complicated non-linear applications. Some of the applications we wanted to use this on were too complex (at least for beginner authors) to have a meaningful impact on the end users.