WalkMe

Score8 out of 10

59 Reviews and Ratings

Community insights

TrustRadius Insights for WalkMe are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Many users have found WalkMe to be easy to use and get up to speed with in just a few days. They appreciate the intuitive user interface, which makes it extremely quick and easy to implement the software within their platform. Users appreciate the many advanced features that WalkMe offers, allowing power users to explore and create innovative solutions. These features provide users with the flexibility and customization options they need for their specific workflows. The great analytics provided by WalkMe have been praised by users. These analytics give insights into platform usage, adoption by users, and surveys. Users find these insights valuable in understanding how their customers are using the product and making data-driven decisions.

Reviews

29 Reviews

The wonders of WalkMe

Rating: 10 out of 10

Incentivized

August 12, 2022

Use Cases and Deployment Scope

I've used WalkMe across multiple systems, mainly for onboarding and for user education as well as automation, new feature adoption, and feedback surveys. I've also used it on the mobile platform to guide users and highlight new features. I worked initially as a client reviewing digital adoption software to raise a business case for the implementation, the care and support for this by the WalkMe growth and support teams far outweigh the competition proving that not only was their product superior, but their support was as well. I then started to pitch WalkMe when I went for a new contract, including it as a training and change management approach for new system implementations to help the users transition and reduce the need for other training resources.

Pros

Customer support
Digital adoption
Customer engagement
Enablement
Value realization
Success management
Aligning to business objectives
Providing fast ROI

Cons

Cohesion between teams
Investment into products left on the outskirts e.g. WalkMe Share
Utilise customer/partner input

Likelihood to Recommend

New system implementation - if you're switching or upgrading systems, you can ease users through the transition by providing in-system contextual guidance, extra tips, and automating clicks they don't need to worry about.
Data integrity - if you have users making mistakes in the system, you can add validation with WalkMe without the need for developer time and reduce those errors and upstream problems, and related costs
Reducing support tickets - if you have support tickets coming through about how to do tasks in a system, you can reduce the time and cost of your support staff answering these tickets by addressing the queries with WalkMe content
Change management - ease users through change with guidance and provide in-system surveys
Onboarding - bring new users quickly up to speed with onboarding tasks
Automation - automate your regular processes and cut system time, freeing users up for more important tasks
Process/system analysis - use the analytics to track where users are dropping off in processes and making errors and address these with WalkMe content
User experience - make your system more user friendly

Elizabeth Willisson

Lead Technical Consultant in Information Technology at Multiple positions (11-50 employees)

Vetted Review

Reseller

3 years of experience

View profile

WalkMe helped us increase the Customer Satisfaction Rate

Rating: 8 out of 10

August 4, 2022

Use Cases and Deployment Scope

I have been using WalkMe for the past 4.5 years. I started implementing it in multiple ERP domains and then moved to implement it in CRMs. WalkMe has been a great tool in order to reach the end users in real-time and provide help for them in onboarding, self-learning the application, and also provide extra assistance before they raise a support ticket. I also build strategies to roll resources to help the feature adoption for the users and track how they did. It has been a great tool and we were able to cut costs by reducing the volume of support tickets of 2000+ where each ticket costed us $56 and a lot of valuable time in doing simple tasks for the users.

Pros

Onboarding.
Feature adoption.
User level marketing.

Cons

Insights.
Cost.
Support.

Likelihood to Recommend

The support hasn't been great lately and has been causing a lot of trouble. Every time we encounter trouble it takes a lot of time in getting crucial things solved. Sometimes, it took two weeks to reach from support lower level to the highest level and get the issue fixed.

Verified User

Professional in Product Management (1001-5000 employees)

Vetted Review

4 years of experience

Walk thru WalkMe

Rating: 9 out of 10

Incentivized

July 31, 2022

Use Cases and Deployment Scope

Training time was saved when we implemented a new product or changed from PeopleSoft to Success Factors. WalkMe helped us to reduce the number of frequently asked queries in service now ticketing tool. We could achieve nearly 95% data accuracy using WalkMe. WalkMe has improved a lot and we are able to build custom based solutions using WalkMe. Even Though many other products are there WalkMe is customer focussed and can blend well with any software. Easy to use and can built solutions to problems easily.

Pros

Smart Tips and the various colours
Launcher and customisation options in it
Shout out and opening menu from it
Smart Walk Thrus and the trigger steps and conditions
Analysis part

Cons

Chat Bots
Upload feature for segmentation
Smart Walk thru creation and conditions to be made easy
Auto pick of jQuery elements

Likelihood to Recommend

While creating launchers I find it to be useful wherein we added the editable image and people thought it to be Success Factors and not WalkMe. So without much difference we were able to make an impact. Through the launcher we connected it to a PDF resource. While finding jQueries find it difficult to find a unique jQuery and rarely used chat bots because of the difficult in usage.

SMS Saravanan

Advanced Business Analyst II in Information Technology at Novo Nordisk (10,001+ employees)

Vetted Review

5 years of experience

View profile

WalkMe is the future of training and digital adoption!

Rating: 10 out of 10

May 27, 2022

Use Cases and Deployment Scope

As an IT trainer for many years, I have used many methods for designing and delivering training for staff. Issues arise when staff forgets some of what they have learned on the training course. They forget where to find the training materials when needed or just can't be bothered to even look sometimes. Also, it's hard to truly gauge if they have adopted the software and using it effectively. Yes, we can ask for feedback after training or call them after a few weeks, but this is not always effective and can be time-consuming. Currently implementing WalkMe on Dynamics 365.

Pros

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!

Cons

Upload files in the chat bot
Allow multiple selection of items when creating a shout out

Likelihood to Recommend

WalkMe Workstation is particularly good for onboarding new staff and being able to search over multiple apps instantly. From an IT training point of view, I would use WalkMe if I could on every piece of software in some form.

Hayley Dolby

WalkMe Solution Builder and Systems Trainer in Information Technology at Connected Places Catapult (201-500 employees)

Vetted Review

1 year of experience

View profile

WalkMe helps us walk our user to success

Rating: 9 out of 10

May 5, 2022

Use Cases and Deployment Scope

I use WalkMe to provide just-in-time help for our web-based enterprise software. We are trying to help users quickly learn and understand our product so they can be successful using the product. We also use WalkMe to understand what the customer pain points are and how we can anticipate and prevent those pain points and include WalkMe help items to guide the user in best practices and ultimately success using our software.

Pros

Allows us to provide just the right amount of help at different points in the product use workflow.
Allows us to segment the help to show only relevant help at different points in the UI.
Allows us to link help items together and guide users to more and more information as needed.
Allows us to link to outside sources for additional information/support.

Cons

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!

Likelihood to Recommend

My experience has only been with web-based software and WalkMe is serving us great by providing help for the same. We can scale the help to as little or as much as we want/need for each user workflow. Because the help collection is searchable and linkable, users can quickly find their way around the help system and also find more and more information as needed.

Theodora Mazza

Senior Information Developer at Siemens (10,001+ employees)

Vetted Review

2 years of experience

View profile

Wonderful product that helps us make our system more intuitive for our clients

Rating: 10 out of 10

May 3, 2022

Use Cases and Deployment Scope

We have a complex and highly customizable system, so we use WalkMe to help administrators learn to use the different options and customizations we offer. Using Smart Tips, we are able to provide context for our system fields right on the page, at the moment the administrator is looking for help. We use Walk Throughs to help guide new users through our system processes for the first time. In our support portal, we also leverage the WalkMe menu, which allows us to link our admins to FAQ items and resource documents, and we are even able to report on what they search for in the menu so we can design new help resources around any information gaps we find. We have utilized the user tracking capabilities in a limited capacity, and are intrigued by the possibilities there. It's interesting to see frustration points in our system and see what's causing our users to abandon our system processes. Overall we've been really happy with our experience with WalkMe over the last several years.

Pros

Phenomenal support and troubleshooting services
Product is easy to use and is constantly being improved
Allows us to save time solving problems in our own system

Cons

Wish the bot functionality was more intuitive and useful to our system
Would be nice if we could combine WalkMe reporting data for our multiple systems
We have some trouble proving ROI based on what's available in reporting

Likelihood to Recommend

By far, WalkMe's most helpful feature for us is the Smart Tips. We have created hundreds of them to provide users with quick context within our system. In problematic use cases, we can add a Smart Tip in minutes to provide clarity and information. Not only does this help reduce our support burden and help our users more easily navigate our system, but it saves our dev team time hard-coding tool tips into the page.

Verified User

Employee in Marketing (1001-5000 employees)

Vetted Review

5 years of experience

Best Digital Adoption Platform

Rating: 9 out of 10

May 3, 2022

Use Cases and Deployment Scope

We use WalkMe to help our customers easily understand our systems. We use it to guide users through the system, to show tooltips and validation messages, to show popup notifications, and so on. We chose it because it saves our time and effort to implement the above features in the system. It also gives us a powerful dashboard that gives us insight into the usage of our systems.

Pros

User Guidance
Tooltips
System Usage report
Improved UX

Cons

The bot feature
The API integration could support many more systems. It still supports many.

Likelihood to Recommend

If you target to guide users through the system, to show tooltips and validation messages, to show popup notifications, and so on, I recommend going for it as it saves your time and effort to implement the above features in your system. WalkMe also has a nice support team.

Verified User

Employee in Customer Service (201-500 employees)

Vetted Review

4 years of experience

WalkMe is a market leader in Digital Adoption space and deservingly so

Rating: 9 out of 10

May 3, 2022

Use Cases and Deployment Scope

We have been unlocking huge value by bringing WalkMe to our many products for the last 3 years. We have been using WalkMe for many use cases or opportunities, such as Training/Onboarding new users, managing changes/updates in those platforms, ensuring our users are entering correct data, and finally learning user behavior from analytics.

Pros

Ease of use and getting up-to-speed in a few days only. WalkMe can be used by new users easily and quickly, yet provides a many advance features for power users to keep exploring and creating innovative solutions--there are always some things that you have not used earlier
Great analytics on our platform, usage and adoption by users, and surveys
Very friendly community of users who help each other all the time and structured upskilling programs, weekly tips keep the learning going

Cons

Definitely need more work on analytics and more detailed reports
The editor needs some improvements such as tracking edits by multiple users, locking some content, and undoing changes made by others
After-sales support could be a lot better, especially when it comes to scaling and operationalizing

Likelihood to Recommend

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.

Krishna Khanna (they/them)

Global Learning Experience Design Manager in Human Resources at Boston Consulting Group (BCG) (10,001+ employees)

Vetted Review

3 years of experience

View profile

Disappointed Decision Maker

Rating: 1 out of 10

November 4, 2021

Use Cases and Deployment Scope

WalkMe was purchased to help customers integrate and adopt in a self-serve fashion. It has failed on all fronts at this point and we no longer use the solution. The support team has failed to delivery a resolution and as we've tried to cancel it's been an absolute nightmare of them ignoring the request.

Pros

Over selling
Under delivering
Leaving issues unresolved

Cons

Technical delivery of the solution - Mobile and Web integration
Terminating services upon request

Likelihood to Recommend

WalkMe was unable to deliver for us, but we didn't have hard feelings. We just needed to move on. WalkMe has made it incredibly difficult to cancel our agreement at the end of our term. I've been working on it for over 6 months now and their team has been radio silent in the process or worse promising a call and then never delivering. I can only think they were trying to beef up the books as they prepped for IPO as a reason for this level of poor service.

Verified User

Vice-President in Customer Service (51-200 employees)

Vetted Review

1 year of experience

Complete digital analytic platform available in market

Rating: 9 out of 10

Incentivized

June 26, 2021

Use Cases and Deployment Scope

Overall, it is helping me a lot in the organization to have the best analytics of customer and provide real-time reporting on several applications. I would recommend this software to other businesses to have this tool in their ecosystem to get quick and right insights of customer behavior and enables the workplace to adapt to more advanced a platform for quick work.

Pros

I have been using this platform for a very long time and it stands out to be the best digital platform.
It is easy to use and easy to start with a perfectly stable UI. It is very much clean and simple in functions.
It settled up very easily even the person not having much knowledge of programming.
It helps us to look into specific things which are in the need and has to be on the platform.

Cons

The biggest con of using WalkMe is they are lacking in providing clean and fast UI.
Platform becomes slow sometimes and often lagging on various tabs.
It gets really slow while logging n as it takes a lot of time to log in easily.

Likelihood to Recommend

The best-reviewed platform to handle all the digital problems with new features. Another great feature that is helping me a lot in the organization as it gives me all the insights and information of what customer wants from us and which thing customer is looking for also how the user is using our product.

Alan Stanley

Corporate Finance Manager in Finance and Accounting at Invicta (11-50 employees)

Vetted Review

2 years of experience

View profile

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The wonders of WalkMe

Rating: 10 out of 10

Incentivized

August 12, 2022

Use Cases and Deployment Scope

Pros

Customer support
Digital adoption
Customer engagement
Enablement
Value realization
Success management
Aligning to business objectives
Providing fast ROI

Cons

Cohesion between teams
Investment into products left on the outskirts e.g. WalkMe Share
Utilise customer/partner input

Likelihood to Recommend

New system implementation - if you're switching or upgrading systems, you can ease users through the transition by providing in-system contextual guidance, extra tips, and automating clicks they don't need to worry about.
Data integrity - if you have users making mistakes in the system, you can add validation with WalkMe without the need for developer time and reduce those errors and upstream problems, and related costs
Reducing support tickets - if you have support tickets coming through about how to do tasks in a system, you can reduce the time and cost of your support staff answering these tickets by addressing the queries with WalkMe content
Change management - ease users through change with guidance and provide in-system surveys
Onboarding - bring new users quickly up to speed with onboarding tasks
Automation - automate your regular processes and cut system time, freeing users up for more important tasks
Process/system analysis - use the analytics to track where users are dropping off in processes and making errors and address these with WalkMe content
User experience - make your system more user friendly

Elizabeth Willisson

Lead Technical Consultant in Information Technology at Multiple positions (11-50 employees)

Vetted Review

Reseller

3 years of experience

View profile