WalkMe DAP
WalkMeReviews from AWS customer
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WalkMe's help for onboarding and customer service
What do you like best about the product?
WalkMe has helped out our customer service onboarding become so much easier even after we grow. The custom integration has been very easy to work with!
What do you dislike about the product?
The sheer amount of options can be overwhelming but once you're knowledgable about it it can become easier.
What problems is the product solving and how is that benefiting you?
Customer Service ticketing, Onboarding, and continuous customer training.
Recommendations to others considering the product:
Make sure you have a dedicated person onsite that can devote time to implementing.
Works well but has its issues
What do you like best about the product?
Walkme is great at guiding users through simple processes, teaching them along the way. It also has a good popup system for getting the word out to many users.
What do you dislike about the product?
I have had bad experiences with the support, and now expect issues to take a lot longer to resolve than they should. Changes "Improvements" to the system have not always been purely positive, removing some basic functionality that was previously there and very useful.
What problems is the product solving and how is that benefiting you?
We use Walkme to reduce the load on our support staff. It has made a small impact but has a way to go.
WalkMe for 2.0
What do you like best about the product?
Smart walk throughs with automated steps, client on boarding training.
What do you dislike about the product?
Walk me should definitely look into some for of automated testing, it is time consuming to re-test all the process manually every time updates are made on our application.
What problems is the product solving and how is that benefiting you?
Client On boarding and training of the new website and application.
WalkMe solved our non-engagement issues.
What do you like best about the product?
I like our WalkMe team the best. They have taken the time to assist us with our launch and deployment of WalkMe. WalkMe continues to help solve our user's issues. The more I learn about all that WalkMe can do, I am thrilled that we partnered with WalkMe. Best investment for our department in 2018.
What do you dislike about the product?
I am going to be very honest here, NOTHING. I only wish we would have partnered with WalkMe earlier.
What problems is the product solving and how is that benefiting you?
Engagement, our travelers are staying int the tool and completing their bookings . Decreasing support tickets for all. Because the travelers have the help tool right there, our support tickets are decreasing significantly.
WalkMe is amazing for both clients AND staff
What do you like best about the product?
WalkMe has been an amazing tool for delivering training to our staff and our clients at an expedited pace - letting us tailor parts of our software as needed in a way that can be delivered on demand. Our staff can now experience training tailored to their individual roles and our clients can receive guided help round the clock!
What do you dislike about the product?
The editor can be slow to work in - but I do have an incredible amount of content housed in it.
What problems is the product solving and how is that benefiting you?
Our clients often experience turn over and training is costly. They can also forget how to perform actions within the software, and WalkMe allows us to provide guided tutorials at any time to bring them back up to speed - without requiring them to enter support tickets. It's also allowing us to train our staff internally without having to make them sit and watch videos all day - getting them some quality time in the software, and getting them up to speed much faster than ever before.
Recommendations to others considering the product:
Have patience, take the time to ensure you have a team ready to be dedicated to it, and plan carefully. I dedicated myself for three months to learning jQuery and how to use WalkMe, planning out exactly what my company needed in it, and developing this program. We self-implemented, which was a good decision for us, but may not be for everyone. Take the time to QA test accordingly, and always be prepared to continue your testing even after you launch.
Gamechanger and business saver.
What do you like best about the product?
I really like how many options I have to prevent my staff from making mistakes as they learn how to use our software. In my industry of non emergency medical transportation and paratransit small mistakes can be very serious and expensive. Knowing the common mistakes and being able to prevent them during training is invaluable. Cant put a price tag on that.
What do you dislike about the product?
I honestly dont have anything I dislike. I havent come across a function I need that I have not been able to achieve somehow. Great and thorough staff and support.
What problems is the product solving and how is that benefiting you?
I bought a company beginning of the year to merge with my current operation and we had no time to train everyone and get everyone familiar with the new policies and procedures with the newer operation we were merging with. As an on demand transportation group we operate 24/7 and can never just close to train up the staff so WalkMe helped me train the employees but also prevent them from making common mistakes. Like I said no price tag on that when any mistake can lead to a costly lawsuit.
Recommendations to others considering the product:
Just do it. It is so much easier to train your employees with this tool. They feel more empowered to have on screen guidance than they do with a manual or flyer.
Walkme for onboarding and training
What do you like best about the product?
Employees support responsiveness is exceptional. Very knowledgeable. Vast array of product features and capabilities.
What do you dislike about the product?
Extensive learning curve. Build and implement options are primarily on organization to create. Tough for small business adoption.
What problems is the product solving and how is that benefiting you?
Attempting to remove customer training via webinar. No benefits yet as we have no implemented.
Recommendations to others considering the product:
Use a third party consultant to implement.
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.
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.
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