Digital guidance has reduced support tickets and has improved onboarding and change adoption
What is our primary use case?
My main use case for WalkMe is that it has been helping us unlock huge value by bringing WalkMe to our many products for the past five years. We have been using WalkMe for many use cases and opportunities, such as training, onboarding new users, managing changes, and updates in those platforms, ensuring our users are entering correct data, and learning user behavior from analytics.
For change management, it eases users through change with guidance and provides in-system surveys. For onboarding, it quickly brings new users up to speed with onboarding tasks. It also helps with automation, automating our regular processes and cutting system time, freeing users up for more important tasks.
There is ease of use and getting up to speed in just a few days. There is a very friendly community of users who help each other all the time and structured upskilling programs. Weekly tips keep the learning going. There is great analytics on our platform usage and adoption by users and surveys.
WalkMe is particularly good for onboarding new staff and being able to search over multiple apps instantly. From an IT training point of view, I would use WalkMe if I could on every piece of software in some form.
How has it helped my organization?
WalkMe has helped us by reducing support tickets. If we have support tickets coming through about how to do a task in a system, we can reduce the time and cost for our support staff answering these tickets by addressing the queries with WalkMe content.
WalkMe has positively impacted my organization by providing step-by-step tutorials using Smart Walk-Thrus, which offer contextual help using SmartTips and launcher buttons. It has saved us a lot of hours and dollars that we would have otherwise invested into creating training, coaching sessions, and many more. It has also provided support to users in their flow of work without burdening them to remember every feature from coaching sessions. Additionally, it has saved a lot of clicks for our users using automation and Auto-Steps in our tutorials, giving them productive hours back in their day and ensuring correct data from different systems by blocking or guiding users properly in critical forms.
We have been able to save a lot of hours, ranging from three to four hours. Also, a lot of costs have been reduced, from thirty percent to twenty percent.
We are able to show our stakeholders excellent, truthful analytics on how users are adopting the system quickly and easily using the built-in and customized reports available.
There are also automated Smart Walk-Thrus for getting the job done faster, as well as chatbots for automating processes and filling in forms to save time and cost.
WalkMe is a great tool to support digital transformation efforts at my organization or any organization, as it has reduced the training and learning time for both users and creators, and can also support onboarding.
What is most valuable?
In my experience, the best features WalkMe offers include new system implementation, data integrity, reducing support tickets, change management, onboarding, automation, and user experience.
WalkMe supports data integrity by reducing errors and upstream problems and related costs when users make mistakes in the system, as you can add validation with WalkMe without the need for developer time. When it comes to user experience, it makes your system more user-friendly and easy to learn and use.
What needs improvement?
WalkMe definitely needs more work on analytics and more detailed reports.
The Editor needs some improvements, such as tracking edits by multiple users, locking some content, and undoing changes made by others.
I would like to see after-sales support improved, especially when it comes to scaling and operationalizing.
For how long have I used the solution?
I have been working in my current field for the past seven years and two months.
What do I think about the stability of the solution?
According to my experience, WalkMe is very stable. I have not experienced any lagging or downtime.
What do I think about the scalability of the solution?
WalkMe is very scalable and has continued to grow with my organization, efficiently handling my organization's growth.
How are customer service and support?
The customer support is very responsive and proactive. I would rate the customer support a nine out of ten.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used Whatfix, and the reason why we switched from Whatfix to WalkMe was all about analytics, as WalkMe has everything you ever needed and more.
Which other solutions did I evaluate?
Before choosing WalkMe, we evaluated other options, including tools such as Notepad++ and Corel PaintShop Pro.
What other advice do I have?
I can give you a specific example of how I use WalkMe for onboarding or change management.
I would rate WalkMe a nine out of ten. I give it a nine because of the ease of use and getting up to speed in just a few days. WalkMe can be used by new users easily and quickly while providing many advanced features for power users to keep exploring and creating innovative solutions. There are always some things that you have not used earlier. It has a very friendly community of users who help each other all the time, and structured tips keep the learning going.
In my experience, the price is very competitive and affordable for any size of organization.
I would advise others looking into using WalkMe that it is a great tool and highly recommendable as it allows us to provide just the right amount of help at different points in the product use flow.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
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.
Helpful tool for faster software adoption
What do you like best about the product?
IT makes it very easy for user to learn software without very long training sessions and the guided walkthrough are very clear and also help reduce the mistakes when using the complex systems , saves time
What do you dislike about the product?
sometime setups takes longer then expected and especially for advanced workflows and some customizations require more technical knowledge then then nirmal user might be having and support is a great help but responce time needs to be quicker for urgent issues
What problems is the product solving and how is that benefiting you?
BEst part is training cost reduction by guiding the user directly inside the apps and it help the employee complete the tasks correctly and which improve the productivity and accuricy and overall it does make a software addaption smoother and keeps the lower support support request
Easy to Learn for Non-Coders, with Great Team Support
What do you like best about the product?
I am not a coder, and I have been able to utilize this product and our entire team which has been great. Coming from an environment that is not my day-to-day interaction it has been easy to learn and having great support from the team.
What do you dislike about the product?
Not a dislike: would like to continue to see what walk me can do for our environment. the saying you don't know what you don't know.
What problems is the product solving and how is that benefiting you?
we use it as an "overlay" to our system. it's been helpful in guiding our agents during their interactions with clients. It helps with keeping the handling time of the call low along with assisting with ensuring that compliance is met in particular flows.
Transforms Digital Adoption with Proactive In-App Guidance
What do you like best about the product?
I like WalkMe's in-app guidance because it feels contextual, proactive, and non-intrusive, giving help exactly where and when users need it without disrupting their workflow. I also really value the Smart Walk-Thrus feature. It offers interactive, step-by-step guidance with balloons, highlights, and auto-advancing steps, helping users navigate complex tasks without leaving the app. This feature makes tasks foolproof, reduces errors, and boosts user confidence. Additionally, WalkMe's Analytics & Insights are amazing, especially the Steps Analysis and the way they help identify users' hesitation points and interaction heatmaps. This data-driven approach is crucial for optimizing processes and improving user experience, proving the tool's ROI.
What do you dislike about the product?
WalkMe is undeniably expensive, requiring long-term contracts and having a quote-based pricing structure that can quickly add up for mid-sized teams or broad deployments. Many users find it a tough sell for smaller organizations or tight budgets, with mentions of hidden or add-on fees for advanced features. Another major pain point is the maintenance and breakage when apps update. Even minor changes in the underlying software can break Walk-Thrus and other elements, necessitating regular reviews and rebuilds. It often requires a dedicated team to keep the content current, otherwise, the guidance can become unreliable or outdated fast.
What problems is the product solving and how is that benefiting you?
I find WalkMe addresses digital adoption in complex software environments, solving low productivity and high support costs. Its contextual guidance is proactive, and features like Smart Walk-Thrus and Analytics help users complete tasks faster and identify workflow improvements.
No-Code Drag-and-Drop Flows That Make Feature Adoption Easy
What do you like best about the product?
It is no code application, we can just drag and drop and build the interactive flows and add the tooltips when ever required and when some new features are announcements needs to be added then we can create a flow for it and publish it to users so that they got to know how to use and we have been using it to help the users learn about the feature and we have added the pdfs to the smart walk throughs we made and we use it for announcing the some important information like this environment will be down something like that.
What do you dislike about the product?
It is very costly compared to the other products which provide the similar features for example the what fix and it is sometime cause the performance degradation during the load testing and it should be responsive and give flexibility to change the inbuilt html and well rather then the css.
What problems is the product solving and how is that benefiting you?
It is using as a guide to the users
To take the survey quaterly to check the NPS score
To handle the user queries rather then raising the tickets as for every feature we have smart walk through enabled.
A Powerful Digital Adoption Platform for Seamless User Experience
What do you like best about the product?
I like WalkMe for its intuitive in-app guidance that helps users quickly understand and complete tasks without external training. It improves user adoption, reduces errors, and enhances overall productivity by providing real-time, step-by-step support within the application.
What do you dislike about the product?
There is very little to dislike about WalkMe, as it is a well-designed and effective platform. Any minor challenges are mainly related to the initial learning curve, which is understandable given the depth of features it offers and becomes manageable with regular use.
What problems is the product solving and how is that benefiting you?
WalkMe solves the challenge of low user adoption and lack of in-application guidance by providing real-time, step-by-step support within the software. This helps users complete tasks accurately without relying on extensive training or support, resulting in improved productivity, reduced errors, and a smoother overall user experience.
Empowers New Users Quickly, Needs Performance Boost
What do you like best about the product?
I like how WalkMe offers features like announcements for new application features. It's helpful that we can add a help icon which assists users in navigation and understanding features. The smart walkthroughs are particularly useful when users need to learn more about a component or how to use it. Also, the initial setup of WalkMe was pretty easy, thanks to the clear instructions provided.
What do you dislike about the product?
When the application is huge it lags pretty bit, which creates a negative impact for the user and doesn't show up quickly. The WalkMe smart walkthrough should be refactored so that it won't cause performance issues and doesn't lag for large-scale applications.
What problems is the product solving and how is that benefiting you?
I use WalkMe to onboard new users with smart walkthroughs for each component, helping them understand the application. It provides announcements for new features and a help icon for users to navigate and learn about components if they're stuck.
