WalkMe

Vorteile

My company used this software for a about 8 months to a year. We integrated Walk Me into our proprietary platform in order to help our web design agencies and their end users to better use our software, to become more self sufficient when using the platform, and to help make our platform more intuitive. The WalkMe interactive digital walk throughs made it extremely simple for customers to learn the ins and outs of our platform without our support team getting engaged. This software saved our support team significant time and energy!

Nachteile

Managing the Walk Me software can be difficult in a situation which requires constant updates to the digital walk throughs - during periods in which our platform was undergoing significant changes. However, though the process of updating our library of walk throughs was tedious, it allowed our end users to become familiar with platform updates very quickly with limited engagement from support staff.

Vorteile

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.

Nachteile

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.

Vorteile

The idea of WalkMe and their promised delivery over a multi-platformed environment was exciting.

Nachteile

They failed to delivery, the support team has now stopped responding, and it's been extremely difficult to get them to finalize our cancellation request.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu WalkMe

Vorteile

With new Smart Walk-Thrus it is easier than ever to create a desired flow. I like the ability to style almost everything as I would like it to appear in the app (although you must have a good CSS knowledge too).

Nachteile

Some things are harder to do but improving, like it was to manage existing content but then the folders were introduced to make it easier. So many room for improvements which does not mean the tool is not good, it's just means that they are on a good track to make it even better.

Very pricey... there should be some lighter, start-up packages.

Vorteile

How innovative and smart it is, it makes our relationship with our customers so much easier and fluid, so many great tools and functionalities, it has very to no little limitations on what you can do

Nachteile

A bit more difficult to learn than expected, but that's all really, never encountered any actual issues or inconveniences

Vorteile

It's a nice concept to have context sensitive help

Nachteile

Requires a dedicated staff member and takes months to do a basic help system, which becomes obsolete with every release of our product.

Vorteile

There are so many ways WalkMe can be implemented that are genuinely helpful to our customers. It takes a complicated process and gives helpful insights along the way to make it much more approachable.

Nachteile

There is a bit of a learning curve before you can really get started making useful tools. It is also a pretty expensive solution.

Vorteile

Great, excellent work that I do WalkMe. It should be noted that their treatment and concern for the welfare of their customers is always in sight.

Nachteile

Resolve immediately any doubt that may exist. I really do not have any complaints about this company, on the contrary I am very satisfied with the results, 10/10

Vorteile

It has immense features that helps you build walkthroughs, onboarding lists and tool tips.

Nachteile

It is difficult to navigate and discover items.

Vorteile

We'd been looking for something like this for a long time, but never found it. And then Walkme came along. I have never seen my boss so excited about a software tool before. We've had a few phone calls with Walkme and plan to sign up!

This review is mostly about the sales process, something that I think is important to note. I reached out to Walkme and they called me back. It was a pleasant conversation, they listened, there was no pressure. We set up a call to discuss if Walkme could be a potential solution for us. Highly respect Walkme's sales process and customer service. They listen to what you need; they don't push Walkme on you when it doesn't seem like a good fit. Very professional company, highly impressed.

Nachteile

None at the moment. I am a little worried about the setup process, but Walkme said they would be with us the entire way!

Vorteile

L'implémentation a été excellente et nous avons pu améliorer de manière significative l'expérience utilisateur

Nachteile

l’outil a des fonctionnalités beaucoup moins accessibles à l’utilisateur lambda disposant de connaissances techniques limitées.

Vorteile

WalkMe lives on top of a website or software program. Currently, we utilize WalkMe on our B2B website, where we can reach our dealers and sales reps who are using the site around the globe. We have built Smart Walk-Thru's that allow users to train themselves on how to use the site and learn how to navigate around it to find what they need.

Nachteile

WalkMe requires a significant onboarding/learning process. Knowledge of coding is necessary to take full advantage of the software, otherwise you need to lean on their technical team. The team is great, but you have to pay for the support hours and they can go quickly if you have a complicated build.

Vorteile

WalkMe has been useful in removing some of the daily questions support teams typically field. Simple questions on how do I access something, how do I get from point A to point B can be answered with on-screen guidance and allow your support team to focus on high priority tickets. Rolling out a new platform also becomes a bit easier and alleviates the pain of having to perform training after training.

Nachteile

Not much I didn't like - the only piece that is tricky is creating WalkMe's across different platforms, but it is possible. The other challenge is trying to nail down some of the funnels to be more precise. However, WalkMe support teams do an amazing job in helping.

Vorteile

It’s amazingly versatile. Need to show users how to do something? Easy. Need to pop up messages about system status? You got it. Want to highlight a new feature? Done. Need to remind someone their fees are overdue? Done. You can do almost anything you can imagine with this system!!

Nachteile

Our only complaint is really our own fault. The system relies on static “tags” that our software doesn’t have. We have been totally able to work around it, though, using visible elements on the screen.

Vorteile

There are two things that I loved about WalkMe. 1. The overall premise of improving the user experience and guiding them at the time of need. 2. How easy it is for a non-technical person to author any type of WalkMe function.

Nachteile

It's definitely better for form-based applications than more complicated non-linear applications. Some of the applications we wanted to use this on were too complex (at least for beginner authors) to have a meaningful impact on the end users.

Vorteile

Software estremamente versatile e in grado di offrire un supporto personalizzato in linea e in tempo reale a fronte di qualsiasi esigenza.

Nachteile

Il software richiede un importante lavoro di "setup"

Vorteile

It is really easy to create launchers, tips, validation, and walk-thru to provide assistance to the users and assign tasks to newly hired employees to train them about the system and track their training record via reporting. We can also segregate different materials for different clients and we can also create segments for faster rule application on any item.

Nachteile

the only con is that we cannot host any resources like videos and documents, we can only add their private links.

Vorteile

Recently they have added new features that make it easier to manage the walkthrus, etc.

Nachteile

The reporting used to do real time for shoutouts, etc. but now it takes 24 hours for it to kick in on the reporting analytics

Vorteile

It lets you build complete workflows that take users "hand in hand" until they complete a desired flow, in addition to building "one-time" helpful popups

Nachteile

It has many bugs. Maybe it works well for simple websites, but we have a problem with almost every implementation of a new onboarding workflow we want to run on our platform, which then requires the help of their support/tech team.

Vorteile

Easy setup, user friendly. WalkMe was used to enhance our client experience with our rather difficult to navigate user platform. It allows the user to select what they want to do and then be "walked-through" a step by step process to reach that goal.

Nachteile

We had to abandon WalkMe in favor of a live chat system as our platform changed so frequently, the navigation steps got outdated quickly and required constant review and reassessment.

Vorteile

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.

Nachteile

Updates to our platform's UI would often break a step in the smart walkthroughs so frequent maintenance was required to keep everything working.

Vorteile

Walkme has multi step guided experience that helps users understand critical user journeys. Another thing I like about walkme is that it allows end users to create content and not always rely on the technical teams to help with content creation.

Nachteile

Walkme UI components sometimes are a nuiance while creating or updating records. Setting up content is not easy and the content creation takes a lot of time.

Vorteile

WalkMe has a great resource management dashboard . Easy-to-use dashboard.
I can create customized walk-throughs for our customers to utilize to learn different tasks within the software.

Overall WalkMe is just a fun and easy product to use.
Connecting with my customers resources feels very rewarding, and is a HUGH Benefit for us.

It keeps us connected to our customers and meeting there needs.

Nachteile

Getting implemented was a bit tricky for us. It took longer than expected probably because our business and our process in general are a bit more difficult for others to grasp. You do need to have patience because you do need to build everything from scratch but once you are up and running that is when the fun begins. At least that was the case for us.

Vorteile

This can be very powerful software if set up properly. We were able to do advanced tutorials, though it took professional services to set it up for us. We found it the most powerful in the market from a feature standpoint.

Nachteile

hard to use. WalkMe is a software that makes it easy to show visitors how to use any product. Unfortunately their product is prohibitively hard to use.

They have set up a "walkme university" and require 10 hours of training and watching videos just to get started.

They typically give you a CSM for 3 months to help you onboard and throw in free professional services because most things are too hard to figure out.

Vorteile

WalkMe offers a great resource management dashboard (i.e a "Help" button for your website). We can put all of our available resources in an easy-to-use dashboard. Even better, I can and have created customized walk-throughs for our customers to utilize to learn different tasks within the software. Overall WalkMe is just fun, which is not something that is easy to do. Connecting customers with resources feels very rewarding for both parties involved.

Nachteile

Building a walk-through is NOT easy. Though, their professional services team helps out a bunch with that. You can only launch their editor using Firefox though, and I religiously use Chrome. I keep Firefox installed just to use Walkme. Starting off can also be daunting as you have to build everything from scratch to begin with. When I first started using WalkMe, I had to peruse their knowledge center and ask my supervisor for help with nearly everything. Now, I am pretty self-sufficient and would utilize my contact over at WalkMe If I need further help.

Vorteile

Great amount of customization, triggers and flows are intuitive and applicable to most all use cases, easy to use and train others on.

Nachteile

It's often mistaken and mislabeled as an "instructional" tool. Mobile is an added cost.

Vorteile

covers beyond Onboarding across over all digital transformation

Nachteile

pricing is not very clearly mentioned on the website

Vorteile

-In the adoption category, it is by far the most advanced.
-Good customer service and onboarding.
-The customization and branding within application is possible.

Nachteile

It depends on your size and if you have someone who can dedicate time to building out the walk-thrus post-onboarding.

Vorteile

I have only ever used WalkMe for customer tutorials so I don't really have anything to base this off of. I personally liked WalkMe and I think our customers did too when learning and training on our new software platforms.

Nachteile

Sometimes I had issues getting the videos to playback but I was able to fix it with a software reboot.

Vorteile

I love how easy this software is to use for my end users. It's easy to click and follow and train them to complete tasks without needing to physically contact our support department.

Nachteile

I dislike how picky and problematic it can be to setup. Depending on your web page's set up, it can be simple point and click to build, or require you to learn jquery to build every single step.

Vorteile

The system has an extremely deep rules engine that allows you to create a solution for pretty much all use cases. We have not come across anything that the system does not have several options to choose from to solve our problems

Nachteile

You will need a committed staff member or team to champion the product from the beginning. Given the nature of our specific software, there was a steep learning curve, however we can now create solutions faster than the Marketing team can produce an EDM.

Vorteile

Easy to install and great for new beginners

Nachteile

Lots of set up required on the back end and if you move fields around, won't capture those changes

Vorteile

Great product that integrates with a webage to provide seamless training, pretty simple to use. Great concept that uses the actual love system.

Nachteile

Firefox is not a widely used browser anymore, and most of our clients do not have it so could not purchase it. Also, we have several instances of our product, and wanted to price out per instance making it really expensive.

Vorteile

This has extremely high potential. If the time is taken to build out processes then it will make data entry from an employee easier.

Nachteile

If there is no one to dedicate their time to building out processes then it will take forever to get done.

Vorteile

I really like that WalkMe supported the adoption and initially felt easy to implement on the web and mobile devices. Years ago, it was one of the first applications in the market that companies could utilize to increase adoption, support, and growth. I think it's a decent application, just not the best.

Nachteile

WalkMe was fairly easy to set up on desktop devices, but it was difficult to implement from a mobile-first or responsive standpoint (similar to difficulty with Pendo on mobile). I hope that the features and ease of use have significantly changed to reduce the time to market.

Vorteile

I like all the options there are when building with WalkMe. The options allow you to build in a way that makes sense for your website.

Nachteile

Sometimes things that were built will randomly stop working. This is typical with most software but can be annoying.

Vorteile

WalkMe is an incredibly powerful tool that allows deep integration with your website or software.

Nachteile

This product is very costly, putting it out of reach for most small businesses.

Vorteile

There are endless ways in which you can get users engaged with your platform.

Nachteile

The reporting. There's a lot you can learn from it, but I'd like to see some more detail about how long people spent.

Vorteile

Has very good customization capabilities. Provides a good UX to build and design your walkthroughs and announcements.

Nachteile

Their editor only works on firefox and they have been promising one for chrome for ages - yet to deliver.

Vorteile

It's a great tool when you're not sure on how to get through a call situation. The walkme tool is definitely an asset to my work tools.

Nachteile

When I transfer a call, it repeats the questions after the transfer is complete. I'd like a cancel button to stop it.

Vorteile

WalkMe is such a cool tool to take your customers down the path to success. It is so simple to build paths, and the team is extremely helpful!

Nachteile

The only thing is that because there are so many options, it sometimes takes time to learn all the bells and whistles. Really keep focus on onboarding and continuing support.

Vorteile

Saved us money by allowing our team to focus on something other than client requests. They were able to help themselves with content by WalkMe.

Nachteile

The higher than average cost is tough to justify initially but in the hours it saved, it's well worth it.

Vorteile

Very good support, impressive flexibility in its utilization.

Nachteile

Not much :-) We love it, and our users love it. I have really nothing that I don't like about it. It is simply very effective.

Vorteile

Prior to implementing WalkMe my customers would ask questions then my support staff would answer them on a case by case basis. Now however, if a customer needs assistance with a particular task we create a live walk-through for them so that our library of walk-throughs is being built around customer service.

Nachteile

I would recommend any user attempting to write engaging walk-throughs for the web to have a basic understanding of css and Jquery selectors.

Vorteile

We love the fact of creating videos for our software and their customer service is amazing, very proactive people.

Nachteile

Not always but it gets hard to record some of the clicks, we have reported it to customer service and they solve it immediately.

Vorteile

like google, the simplistic but streamlined design

Nachteile

I didn't like the mess in the searches, let's be honest, the search results are not accurate.when we look for something on the platform we expect it to enlighten us and not to suggest something else

Vorteile

The tool is very good goes beyond online help system a full fledged user engagement tool with good analytics and authoring tool.

Nachteile

Very expensive they should have proper slicing of features to make it cost effective. Good for enterprises but online startups may not be able to afford it.

Vorteile

How easy and quick it is to use the software from a user end, or a creator end.

Nachteile

Nothing I really dislike about this software.

Vorteile

Ability to give in app help to users without having to involve developers to do it. Helps with change management in our ui.

Nachteile

Clunky to set up and our trainer got certified, only to find then that the prescribed way of using the product was wrong, which resulted in slower last times for our app. Difficult to determine ROI.

Vorteile

Nothing truly redeeming here. I find the pop up to be super annoying

Nachteile

There is nothing helpful in the pop up showing up on my SFDC. Once activated, it doesn't allow you to leave until you are done with all of the little pop up screens. It is a useless piece of tech