Inbenta Chatbots vs. WalkMe

I love tools that reduce the number of tickets submitted. That's because it encourages customers to really think about whether they can find their answer. I also like how to test how an article is published before it is published in the behind-the-scenes test area.
I like how easy it was to migrate old articles from Zendesk, create new articles, put them on a website.

Incentivized

WalkMe is a great tool to support digital transformation efforts at an organization--it can reduce the training/learning time for both the users and the creators. It can also support onboarding, change management, data integrity, and creating a seamless connection between platforms and many others. It's not a tool for simple, intuitive platforms that do not change frequently.

• Integrate the voice into the customer experience.
• A real, relatable and up to par spanish translation.
• An amazing customer service structure.

• No more communicating via email - conditional shoutouts to relay a message
• Automating processes to increase productivity and reduce frustration
• Fabulous analytics
• Training at the point of need - no more searching for the relevant training elsewhere
• Adding a link to automatically start any WalkMe solution from anywhere using 'Permalinks' is great!

• I have not come across an issue that tech support is not willing/able to fix or teach a way around it.

• I would like to see some way to manage versions of the help from release to release, as currently the only way to see/roll a help item back to a time in the past is to revert to that time.
• We had run into some issues with duplicating images in the Assets Library, but that has just been fixed!

WalkMe has done a great job of making their tool easy to use. However because it is a Firefox plugin it causes me to need another browser and sacrifice the left 2 - 3 inches of my display, when working on a laptop this makes it a bit painful. Also when publishing you can organize your list of walk-thrus, the window size is small and limited to the constraints of the WalkMe tool.

Incentivized

The WalkMe Support Team was phenomenal. My support rep made a genuine effort to ensure my success with using the WalkMe Software. She was kind, patient, and very knowledgeable on the software. If there was a question she did not know the answer too, she would find the answer and get back to me as soon as possible

Incentivized

The program I have been using so far is not actually listed on this platform, it is called Marketing Master IO; while AMAZING, I have found that while in the early stages of development, there is a lack of some features and the Alexa advantage has taken all-important at this point, we have that more and more of our target clientele use Alexa and this gives us an edge.

I couldn't successfully implement this product for trial and found support help was delayed. In comparison, despite also being based in another country, WalkMe's support was quick to help with queries and always eager to address the issue and go above and beyond to make sure I had the information I needed.

Incentivized

• We have been able to expedite the process of interaction and capturing details for orders using the chatbots.

• 79% of our customers using a walk-thru agree that it has made it easy to handle their issue.
• WalkMe has helped us lower costs associated with phone and ticket based support. Using WalkMe to promote self help over ticket creation has reduced our ticket contacts by 50%.
• Many on our development team are leery of WalkMe. It is allowing someone outside of their department access to modify the user experience. However our leadership teams have been onboard with it.

Incentivized