Flexible WalkMe Releases That Keep Improving Training, Onboarding, and Compliance
What do you like best about the product?
I appreciate that WalkMe actively seeks—and seems to genuinely act on—feedback from its end users. As a result, there are regular product releases that aim to meet the ever-changing needs of the user base. The tool is becoming increasingly flexible; our team uses WalkMe most often for training and onboarding, data integrity, compliance, and process completion and efficiency use cases. The community aspect is also very diverse and gives users plenty of opportunities to engage with WM employees, customers, and DAP champions through many different formats and events. We have a large bodies of work within some of our systems and the Editor and end user experience do not seem to show noticeable drops in performance. I acknowledge that WalkMe is incorporating more AI features into its products and is, more than ever, accessible to laypeople who do not have lots of technical and software development experience.
What do you dislike about the product?
Although I appreciate the regular product releases, they do sometimes feel rushed and not fully thought through or tested. Some new tools sound great in theory but, in practice, they can be slow, difficult to navigate and use effectively or buggy. I often feel that further UAT on new products would be welcomed to ensure more first time quality in their new tools, instead of such regular iterations of tools. Furthermore, there is a tendency to upsell products, most recently AI-based tools.
What problems is the product solving and how is that benefiting you?
We use WalkMe as the key tool for onboarding new end users to one of our most used clinical systems via a series of proctored practice activities. Our new users of the system have reported to us that they feel WalkMe role-based passive and more active support is a lifesaver as they navigate the new system. It is used most often outside of onboarding for data integrity use cases (typically preventing errant data entry or ensuring empty fields are populated) often to avoid non-compliance which is critical in our industry. We equate the benefits to time savings/displacement of time wastage per deployable type based on calculations provided by WalkMe and devised through industry standards.
Strong Partnership That Drives Learning, Adoption, and Engagement
What do you like best about the product?
The partnership and collaboration have helped us deliver a strong user experience and make the learning, adoption, and engagement journey a success.
What do you dislike about the product?
The pricing model can be challenging for large, decentralized companies, making it difficult to secure the necessary budgets to expand and scale.
What problems is the product solving and how is that benefiting you?
We’re a company in constant change—scaling and continually improving our technology—so it’s important that we help users keep up as the business and our tools evolve. WalkMe has helped us meet that need, not only by supporting digital adoption, but also by giving us room to explore additional ways to complement the user journey. As new features and products continue to roll out, it helps us close gaps and deliver a more holistic solution that can support different areas while still reinforcing the overall cycle.
WalkMe’s Flexible, Enterprise-Ready Digital Adoption with Powerful Analytics
What do you like best about the product?
WalkMe stands out for its robust digital adoption capabilities and overall flexibility. Being able to build highly customizable in-app guidance, paired with strong analytics and segmentation, helps us proactively support users and tackle adoption challenges at scale. It also integrates smoothly into complex enterprise environments, making it easier to standardize processes and reduce user errors.
What do you dislike about the product?
While WalkMe is a powerful platform, the initial setup and configuration can be complex and come with a learning curve, especially for more advanced use cases. Creating, updating, and maintaining content also takes time and requires careful testing to keep everything accurate as the underlying applications change. In addition, some features are advanced enough that they may require dedicated administrative effort to manage effectively.
What problems is the product solving and how is that benefiting you?
WalkMe helps us address challenges like low user adoption, complex workflows, and an overreliance on training and support. With real-time, in-app guidance, it reduces confusion and mistakes while helping ensure processes are followed consistently. For our organization, this has translated into higher user productivity, faster onboarding, and fewer support tickets, which in turn lets teams spend more time on higher-value work.
Ease of Building, but Data Challenges
What do you like best about the product?
I like the ease of building with WalkMe, as it allows me to quickly create a solution in a matter of minutes, which is much faster than typical development efforts. The low code and no code options make it accessible for my needs, although writing jQuery scripts can complicate things sometimes. I also think the data elements are quite good for gathering background information on what users are doing in the system, although it does take time to set up.
What do you dislike about the product?
I think getting data out is sometimes an issue. I feel like I hear about some other customers utilizing Power BI or other outside analytics tools that really enhance how they see WalkMe and the value that it's giving them. If WalkMe were to be able to provide a better solution around that, that would be great. There are some limitations in the WalkMe console as well where it's hard to kind of tag things and make everything kinda all fit together and say, this content that we've built and these tracked events that we've built all match this individual process. So that we can kinda say process by process, where are we seeing success, and where are we seeing areas of improvement.
What problems is the product solving and how is that benefiting you?
WalkMe ensures our users can complete complex processes quickly and easily through automation. It provides valuable insights by capturing data on user activities, helping us see successes and areas for improvement, and verifies if releases are used as intended.
WalkMe Makes Complex Apps Easy to Master
What do you like best about the product?
The primary value of WalkMe is its ability to bridge the gap between a complex software interface and what end users are actually trying to accomplish. It acts like an invisible “expert layer,” guiding people through advanced features without forcing them to leave the application.
In practice, WalkMe can shift an application from being a “tool the user has to learn” into a “solution that teaches the user.” That change supports higher retention, faster incident response for the client, and measurable growth for the business.
What do you dislike about the product?
WalkMe does a great job of making the creation of content easy. The maintenance, even with Deep UI and Ai capabilities, remains difficult. This can vary depending on the application it is applied to.
What problems is the product solving and how is that benefiting you?
As a SaaS company, we've got various programs that lean on WalkMe to include, product updates, NPS survey, onboarding for low/no touch clients, webinar announcements, and upsell campaigns.
WalkMe Delivers Just-in-Time, In-App Guidance Right Where Users Need It
What do you like best about the product?
Being able to provide just-in-time, in-app user assistance is our favorite aspect of WalkMe. Instead of going to an external page, users can hover over launchers or tooltips and get information right where needed. Links to additional content gives them the opportunity to learn more.
What do you dislike about the product?
From a functionality standpoint, I don’t have any complaints. Since I’m not responsible for the contract and don’t know the cost, I can’t comment on pricing or that side of things.
What problems is the product solving and how is that benefiting you?
WalkMe helps us onboard users faster and enables them to become proficient with our software much more quickly than they would with traditional documentation.
Guidance has reduced support tickets but still needs faster steps and better interface clarity
What is our primary use case?
WalkMe guides end users on how to use tools such as Salesforce when they are new to the platform. It functions as an extension running on top of Salesforce, helping end users understand how to navigate and use the platform.
WalkMe provides step-by-step guidance by instructing end users on UI elements, available fields, and next steps in their workflow. It serves as a guiding tool for end users to understand how to use the product.
What is most valuable?
The approval process is one of the good features of WalkMe, as it tells us what needs to be done properly.
In-app guidance features definitely help my users better navigate complex software, as it usually reduces a lot of tickets that are raised by end users. Users are often unable to view some information or do not know how to proceed with the next steps.
The in-app guidance reduces a lot of tickets that are getting logged to the L1 team. Since this feature is already provided to end users, they can solve issues on their own, which helps reduce the ticket volumes being logged into Salesforce.
WalkMe has impacted my organization overall by reducing the ticket volume and turnaround time by approximately 7%. Earlier, we used to get 70 tickets, and now the ticket volume has come down to about 50 or 55. For an overall year, the ticket volume has gone down to about 200 or 250 tickets, which means less time is spent by the L1 teams.
What needs improvement?
There is always a scope to improve WalkMe. The interactions and the UI interaction could improve somewhat. I would like to see something more from a UI perspective in WalkMe, particularly if the interactions could be more user-friendly. Additionally, the step-by-step guidance sometimes takes a lot of time to move from one stage to another, so if that response time could improve, that would be a good improvement.
For how long have I used the solution?
It has been almost a year since I switched to WalkMe, starting from last April.
How are customer service and support?
WalkMe could improve their technical support response time, and it depends on which edition has been signed for. If you have signed for premium support, they usually reply back soon with a response time of less than 30 minutes. If you have normal support, the waiting time for the first response is usually two hours. I am in the middle tier of support where the first response is given within the next two hours. We do not have premium support; we have signed for normal support.
Which solution did I use previously and why did I switch?
WalkMe is the first time I am working with such tools.
What about the implementation team?
The evaluation of tools before finally choosing WalkMe was done by the higher management team, and I was only involved in the integration. I may not be sure what was discussed regarding any alternate products.
What was our ROI?
I have already seen return on investment, as it is almost around 3.5% or 4% yearly. I do not know the exact amount, but the metrics that were discussed are around 5%, so it is around 4% or 4.2% or something similar.
What's my experience with pricing, setup cost, and licensing?
The pricing is reasonable at the moment, at least what has been offered by the WalkMe team.
What other advice do I have?
WalkMe is more geared toward the end user who uses it, so I am more from the product side working with B2C products. At least for the next year, we will be with WalkMe, and at the moment, we are not looking for any change. I would rate this review overall as 4 out of 5.
Empowers Instructional Design with Seamless Support
What do you like best about the product?
I appreciate that WalkMe reduces support tickets and helps associates find what they need quickly, creating a better user experience. As an instructional designer, I value that WalkMe allows our team to provide just-in-time support for associates without the need for extra training videos or job aids. It's easy to update, and the support over the last few years has grown tremendously.
What do you dislike about the product?
It is always important to test, test, test.
What problems is the product solving and how is that benefiting you?
WalkMe reduces support tickets, helps associates find what they need quickly, and improves user experience. It allows our team to provide just-in-time support without extra training material, and it's easy to update.
Flexible, Customizable, and Regularly Updated Features
What do you like best about the product?
The capability to change and use things based on requirements and the new features update on a regular basis
What do you dislike about the product?
Support mostly as it is delayed due to the timezone difference
What problems is the product solving and how is that benefiting you?
It is majorly helping to create tours and in app guidance for our application helping reduce the support case tickets
Effective In-App Guidance with Room for Improvement
What do you like best about the product?
I use WalkMe to provide step-by-step guidance and in-app support within our SAP system. WalkMe reduces user confusion and errors in our SAP systems by providing clear, in-app guidance. What I like most about WalkMe is its interactive walkthroughs and smart tips that provide real-time guidance inside SAP systems, making complex processes much easier for users.
What do you dislike about the product?
Sometimes WalkMe struggles with dynamic elements in the SAP system, making selector configuration time-consuming; improved element detection and a smoother editor experience would be beneficial.
What problems is the product solving and how is that benefiting you?
I use WalkMe to provide step-by-step guidance and in-app support within our SAP system. It reduces user confusion and errors by offering clear guidance and real-time tips, making complex processes easier.
