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.
good but complex
What do you like best about the product?
there is alot of custom fields and the css feature is a bonus
What do you dislike about the product?
walkthrough can get complicated if a process has certain peramiters on screen dependent on other info.
What problems is the product solving and how is that benefiting you?
hosting help videos walkthrough guids and link to support
A Mixed Bag of Powerful Features and Challenging Implementations - Usage as B2B SaaS
What do you like best about the product?
Configuration Options and Flexibility: WalkMe’s configuration options have proved immensely important in my role role in Qmarkets.net. Being easily customizable and adaptive to various needs, they allow pre-sales and production systems to be well-suited to specific conditions.
Insights and Analytics: I have presumably used insights to understand what features were most and least utilized and used screen recordings to capture the actual users’ behavior. In this regard, I’d like to mention that the WalkMe analytics feature has been useful, although not as crucial as the overall configuration of the programs.
Community Engagement: Active WalkMe community, which has been immensely helpful and has given me some good ideas on how to use the available tools..
API and Creative Potential: your API offers almost limitless opportunities to utilize the program creatively or develop targeted integrated solutions. Difficulty in Implementation: It’s been challenging to fill in and manage all translations, while data privacy and no unified login systems have been even more challenging. We hired a student to constantly update it.
What do you dislike about the product?
GDPR compliance: There is a concern about your GDPR compliance, particularly with some functions you feature, such as screen recordings. It is extremely important to us, for obvious operational reasons.
Limited Support from WalkMe: The lack of substantial support or assistance from WalkMe’s end is a major drawback. The reliance on the community for problem-solving, while beneficial, indicates gaps in the official support structure.
Initial Learning Curve: Given the powerful yet complex nature of the tool, new users might face a steep learning curve, which can be challenging without adequate support from the provider.
User Experience is pretty tricky.
What problems is the product solving and how is that benefiting you?
WalkMe addressed the following problems: While our original intentions were linked to the presales utilization of WalkMe, we had been looking for ways to make things easier for our administrators and end users by allowing them better guidance of production systems used at our clients. WalkMe has enabled better user experience in provision in real-time, allowing for clearer and simple navigation and interaction with the complicated system. This far, the combination of pre-recorded issues and walkthrough has made collaborating with the systems simpler and less confusing hence an enhanced user satisfaction.
Training and onboarding efficiency: WalkMe has made the process of training and onboarding new users much simpler. Their interactive guidance on the screen helps in reducing the learning curve which makes it easy for people to have good command of our system.
How this benefits us:
Reduced Support Load: Since we introduced self-help tools and guidance through WalkMe, there has been a noticeable drop in basic support queries. This allows our team to concentrate more on complex issues which enhances overall operational efficiency.
Increased Product Adoption: User journey is now smooth thanks to WalkMe that has also made it more intuitive thus potentially leading to higher adoption rates for our product. We have realized that a system that is easy to navigate encourages deeper and consistent user engagement.
Feedback & Insights: The analytics provided by WalkMe give us important information about how users interact with our system. Such information is crucial because it enables us to keep improving the product so that it can effectively respond to user needs and preferences over time.
Client Satisfaction & Retention: WalkMe’s facilitation of better user experience together with efficient onboarding processes have resulted into high levels of client satisfaction. This rise in satisfaction may equally be behind increased customer retention as well as business growth for us since
More features but les awareness of them for end user
What do you like best about the product?
Features like product tour, interactive tour, smart tips, segmented help widget, onboard checklist, release announcement pop-ups, production bug banners, accomplishment pop-ups, survey at end of tour, NPS survey, chat bot all in single platform is the plus.
What do you dislike about the product?
* Customer Support system
* Not all features are effective, many known issues
* Many CSS script involved for customization, its not a no code tool on implementation & ease of use
* Many cookies to be taken care on configuration, integration & whitelist domain as well
What problems is the product solving and how is that benefiting you?
* Customer support
* Dealer Training
*Automation
*easy on board
Great tool, for the right client
What do you like best about the product?
It was a very effective tool. Worked as expected, and helped our customers with in-app/website navigation. Got good effort and help from their support team.
What do you dislike about the product?
Onboarding was not smooth. We were left to figure some things out on our own.
What problems is the product solving and how is that benefiting you?
Navigation through a changing portal, guidance through tasks. Announcements for upcoming and new releases.
Can not answer without knowing the unique needs, budgets, and goals of another customer.
What do you like best about the product?
It can help drive quicker and more effective onboarding of new users, as well as facilitate ongoing engagement with critical systems.
What do you dislike about the product?
It can be clunky, overly complex at times and has its limitations, much as any other solution.
What problems is the product solving and how is that benefiting you?
Driving user's engagement with the understanding that we can decrease the costs of support and training using their contextual guidance when we see our users struggling.
The tool is not very intuitive and has an countless challenges using and technical difficulties.
What do you like best about the product?
Being about to build customized change management communications.
What do you dislike about the product?
When building sometimes the features and functionalities do not work properly.
What problems is the product solving and how is that benefiting you?
Implementing change communication for awareness.
Just be sure before you sign the contract
What do you like best about the product?
In theory, the idea of the product is wonderful. And they are responsive and stay on top of your project. The product is feature-rich and for what they do, they do it well.
What do you dislike about the product?
The problem is that you have to sign an annual agreement before you really use the product, and you're locked into that agreement no matter what happens. And the cost depends on what you *think* your user base will be over the course of the next 12 months,
For us, I didn't fully appreciate how complicated it can be to truly integrate WalkMe into our web application. It would have required weeks of time for our most technical resources, and it ended up I couldn't allocate that much time just for WalkMe. And it's too complicated (in my opinion) for any non-technical person to actually set up correctly. There's conditional logic that requires a fair amount of technical understanding, especially if you need to have the WalkMe logic look at the underlying HTML to know where elements should go.
Unfortunately, we ended up not being able to use WalkMe at all. Especially unfortunate is that I'm locked into the annual contract and am on the hook for $20,000 paid $5,000 quarterly. All based on numbers that I *thought* we'd be using (I guess I could have just said we'd only have 10 users).
They refuse to end the contract despite having already paid $10,000 for (quite literally) no work being done. None of their time taking, none of their server resources used, nothing.
So if WalkMe appears to be the right solution for you, be absolutely sure you're going to use it and I would estimate on the LOW side for users because you're going to be paying for them regardless.
We did have one technical issue where the WalkMe scripts were causing each click in our Admin Portal to open a new tab briefly, then immediately close in the browser. We ended up removing the script and not working with them to resolve that, and I believe there would have been a fix for it.
What problems is the product solving and how is that benefiting you?
I was hoping to use WalkMe as a way to reduce support tickets. But the reality is that I'd need to have a full-time resource just keeping the WalkMe scripts updated since we update our Admin portal with monthly builds, adding functionality and integrations, etc. Since that resource would have to be technical anyway, it makes more sense for me to just add that resource as a support agent.
Any change (even a label change) could cause the WalkMe scripts to break, so for each production update we'd need to review WalkMe to see if anything broke. If something was broken and we didn't proactively fix it, it would cause even more support tickets.
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.
