Vitally vs. WalkMe

I use Vitally to manage my customers and what I like the most is the way of updating CS Account Sentiment based on significant changes in customer experience as well as track project progress and ensure that all team members are aligned providing good insights. Some limitations of the product maybe a way of sending automated communications to customers and some not easy way to manage the UI menu.

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.

• Integrations with other sources
• Dashboards easy to build
• Quick research of info

Incentivized

• 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!

• NPS measurement is not particularly customizable

Incentivized

• 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!

Using of this tool I have improved customer satisfaction tracking and reduced churn rates by ensuring tasks are completed within set timeframes. Customer Sentiment analysis is also very important for me as well as the good project tracking and alignment across Product, Engineering, and Sales teams. This leads to more efficient collaboration and project completion.

Incentivized

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

• Vitally was much easier to both set up and maintain than ChurnZero. The ongoing cost of keeping Churn Zero set up correctly was ultimately too much and caused us to look at other tools.
• Vitally's user interface is much cleaner and easier to understand. While ChurnZero may have more customizations, we ultimately found we were not using large portions of their app.
• Vitally worked out to be much cheaper for our needs.

Incentivized

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

• Increased renewal rates
• Reduced overall time spent analyzing customer health
• Reduces manual tasks for customer health

Incentivized

• 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