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Using WalkMe for Onboarding, Retention, and More, Oh My!
What do you like best about the product?
WalkMe is such a flexible platform - from producing WalkMe content with ease to targeting content to a specific customer base - WalkMe has the door to help you with your onboarding, retention, and learning needs. You just have to decide to go through the door to take advantage of the offerings. The entire WalkMe package: the editor, my CSM (Kate Frasca is amazing), Customer Support, and the collaborative WalkMe Community truly provides a positive experience. Everyone wants you to be successful.
WalkMe is truly customer focused and innovative. The enhanced and new features allows me to support our customers in ways that work best for our business. I can be creative and strategic with the amazing Smart WalkThrus and the Onboarding apps. WalkMe makes it easier for our customers to complete the tasks at the moment they need it…there’s no delay to their workflow.
WalkMe is truly customer focused and innovative. The enhanced and new features allows me to support our customers in ways that work best for our business. I can be creative and strategic with the amazing Smart WalkThrus and the Onboarding apps. WalkMe makes it easier for our customers to complete the tasks at the moment they need it…there’s no delay to their workflow.
What do you dislike about the product?
There is not much to dislike. WalkMe is a great product, and the support we receive from our CSM is truly wonderful. But, if there is one area that could use a bit more attention - it would be WalkMe University. The LMS was a bit wonky to navigate in and the course offerings seemed long and disjointed. Without our CSM, I know we wouldn’t be as successful with implementing WalkMe. But, I wish I didn’t need to have our CSM supplement the content in WalkMe University.
What problems is the product solving and how is that benefiting you?
Offer new feature announcement for existing customers.
Automate onboarding process for new customers and trial customers.
Develop a centralized, consistent, and streamlined integrated support experience across our product portfolio,
Remind current customers of existing features they may not be using to help with retention.
Provide micro learning for current customers and internal teams.
Address repetitive calls on common topics, such as, “resetting passwords” or “printing reports” allowing us to deflect support calls and tickets.
Reduce churn amongst our free trial users to help increase conversion.
Automate onboarding process for new customers and trial customers.
Develop a centralized, consistent, and streamlined integrated support experience across our product portfolio,
Remind current customers of existing features they may not be using to help with retention.
Provide micro learning for current customers and internal teams.
Address repetitive calls on common topics, such as, “resetting passwords” or “printing reports” allowing us to deflect support calls and tickets.
Reduce churn amongst our free trial users to help increase conversion.
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Extremely robust platform for digital adoption
What do you like best about the product?
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.
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.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
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.
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.
Easy to learn hard to master.
What do you like best about the product?
I like the versatility it brings for my company.
What do you dislike about the product?
It can be more complicated when you use rules and things like that. It takes a computer science or coding background for some things.
What problems is the product solving and how is that benefiting you?
Smart tips so our users understand the functionality of different things in our platform. We use smart-walk thrus to help teach best practices.
Recommendations to others considering the product:
WalkMe is a great product. A lot of different ways to use it and I'm positive in some way that it will help out your business.
WalkMe is a great tool!
What do you like best about the product?
I like all the different features WalkMe offers. It allows you to build to fit your software. Their communication and helpfulness also makes working with the very pleasurable.
What do you dislike about the product?
Sometimes things you've built will randomly stop working. This is typical with any software but it can be a little annoying.
What problems is the product solving and how is that benefiting you?
WalkMe is allowing my business to train customers without tying up resources. The Implementation Specialist can handle more customers because they don't have to setup lengthy calls and trainings to get customers using the software. It is also a helpful Support tool as it offers 24 hour online guidance.
Great experience with WalkMe
What do you like best about the product?
I liked that it can take users step by step through the basic functions and can be used as a reference after their session with an instructional designer in case they forgot how to do anything.
What do you dislike about the product?
It was tough to keep things updated as small changes to our platform would break a step in the smart walkthroughs, so upkeep took time every week.
What problems is the product solving and how is that benefiting you?
WalkMe was very convenient to use to create a self-onboarding program for our users and as a support to our regular onboarding program.
Great Utility for Clients
What do you like best about the product?
I like the walkthroughs because they guide clients step by step from the steps that we had created.
What do you dislike about the product?
Setting up walkthroughs through the WalkMe builder can be clunky--sometimes we have to restart or find workarounds, however, for the most part, this is the least of my concerns. The other item is that the software has a hard time finding elements on our software in which we have to make special rules for smarttips and walkthroughs to work as you would expect.
What problems is the product solving and how is that benefiting you?
Client training and knowledge base.
WalkMe for Coupa
What do you like best about the product?
I like the complete WalkMe package. The versatility, flexibility and immediacy of being able to guide, support and help users as and when they need this help is the most important. The variety of features, which at first looks confusing, ensures that you can engage with users in a way that suits their needs best. The insights and visions is also very powerful to aid understanding of user queries and help to provide support to use.
What do you dislike about the product?
Lack of information regarding WalkMe for Coupa in either the community forum, university or knowledge base.
What problems is the product solving and how is that benefiting you?
We are looking to reduce the number of queries and support tickets raised and improve efficiency and productivity
Recommendations to others considering the product:
The experience of working with WalkMe has been a very positive one. The knowledge, support and dedication of the WalkMe employees has been being critical to the success of our Go-live and the fact that you helped us to achieve our target in a very short timeframe was a huge credit to our account manager, the CSM, the professional services lead and all the WalkMe team in the background. I recommend reaching out to the CSM to support you in developing your use cases and building the plan as well as buying professional service support initially to develop the initial WalkMe interactions.
BEST Onboarding tool out there!
What do you like best about the product?
Simple to use. Easy to customize. EXCELLENT customer service! I also like how you can publish your changes to your test environment before publishing it to production.
What do you dislike about the product?
Nothing really. I've been using WalkMe for years now and the tool is awesome and keeps getting better.
What problems is the product solving and how is that benefiting you?
WalkMe allows us to onboard our new customers and help them get their FastSpring stores up and running in a matter of minutes. WalkMe also allows us to give in-product surveys and gather usage data from customers and send this data to Salesforce.
Recommendations to others considering the product:
Definitely, go with WalkMe. Their customer service and professional services teams are absolutely TREMENDOUS! Their product team is also awesome and I've sat with them on multiple occasions to provide feedback. Within a few weeks, my feedback was implemented into the product and made my life so much easier. Great company!!
The powerful onboarding tool
What do you like best about the product?
WalkMe is very intuitive tool, especially with new Smart Walk Through feature - it is easier to build and control what will be happening depending on user actions.
Also, it's very customizable, so you'll be able to align it to your site/app to the extent that user would feel like it is 100% part of it.
Also, it's very customizable, so you'll be able to align it to your site/app to the extent that user would feel like it is 100% part of it.
What do you dislike about the product?
Apart for some of the features I kindly requested and that are taken into consideration and some being implemented, I'd really like to see huge improvement on data insight.
The price can be a challenge, especially for startups. Some packages for them would be great to have!
The price can be a challenge, especially for startups. Some packages for them would be great to have!
What problems is the product solving and how is that benefiting you?
We are able to speed up onboarding of our customers which results in increased trial to paid user ratio.
Recommendations to others considering the product:
WalkMe is deservingly considered as leader in this segment. You should give it a try even if you use competing products (there is limited free trial option).
The insight into new features coming up prove to me that it is well developed service with cool new features coming regularly over time.
The insight into new features coming up prove to me that it is well developed service with cool new features coming regularly over time.
Every problem has a solution with WalkMe
What do you like best about the product?
We love how versatile and powerful WalkMe is. Its interface is simplistic and intuitive, which makes curating smart, intuitive step by step guides as simple as creating a flow chart.
With WalkMe I can truly detach myself from our slow process driven development cycle and truly work at my own pace; which is fast. With WalkMe we can define a process and have a solution realised and deployed all in a single day without ever having to submit a task in our development suite.
WalkMe is increasingly becoming more and more customer centric when it comes to innovation. Their online customer community is going to be a fine example of this. I love that I am able to connect and collaborate with other WalkMe customers, draw inspiration, share ideas and suggest new feature all in pursuit of driving our implementation forward to being the best it possible can be.
With WalkMe I can truly detach myself from our slow process driven development cycle and truly work at my own pace; which is fast. With WalkMe we can define a process and have a solution realised and deployed all in a single day without ever having to submit a task in our development suite.
WalkMe is increasingly becoming more and more customer centric when it comes to innovation. Their online customer community is going to be a fine example of this. I love that I am able to connect and collaborate with other WalkMe customers, draw inspiration, share ideas and suggest new feature all in pursuit of driving our implementation forward to being the best it possible can be.
What do you dislike about the product?
Please believe me when I say that there is not much to dislike. WalkMe is simply a great product, and the customer support we receive from our CSM is exemplary.
What problems is the product solving and how is that benefiting you?
Bottom line is that WalkMe is extremely versatile and has been used in so many different ways across your organisation. By thinking creatively you will soon see there is very little limitation in what can be achieved. Over the last three years WalkMe has assisted us in following ways;
New product announcement aiding in feature adoption amongst existing users.
Automating the onboarding process for new customers and employees reducing one on one training with a satisfaction level of 92%.
System downtime and maintenance announcements allowing us to deflect support calls and tickets.
Driving additional sales through walkme has been extremely successful and as a result we have now recognised walkme as an official sales channel with its own monthly revenue target.
Reducing churn amongst our free trial users ultimately increasing conversion.
New product announcement aiding in feature adoption amongst existing users.
Automating the onboarding process for new customers and employees reducing one on one training with a satisfaction level of 92%.
System downtime and maintenance announcements allowing us to deflect support calls and tickets.
Driving additional sales through walkme has been extremely successful and as a result we have now recognised walkme as an official sales channel with its own monthly revenue target.
Reducing churn amongst our free trial users ultimately increasing conversion.
Recommendations to others considering the product:
Onboarding with WalkMe can be daunting at first so make good use of the onboarding material in the WalkMe University and make sure you check out the community.
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