ClientSuccess vs. WalkMe

ClientSuccess is perfect for the growing small-to-medium business like ours. It's simple and easy enough to quickly implement as a starter solution, but also robust enough to support multiple Customer Success teams. It may fall a bit short in terms of an enterprise organization in scale, customization, and flexibility. However, I can see enterprise organizations using different instances of ClientSuccess, perhaps for different departments or sections, if those organizations didn't need overarching analytics

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.

• Pulse - It is so nice to collect the pulses of my client to know if they are healthy or not. I base a lot of my interactions with clients off of pulse. It shows me how many days it's been since I last had a pulse check on someone and from there I can see if I need to reach out or not.
• Automated Emails - It's so comforting to know that my clients are being communicated to when I haven't thought to reach out to them. I have set up a lot of automated emails and rules for when they should go out and I've had a lot of clients get in touch with me from it that need.
• Success Cycles - It has allowed me to set up success cycles for the clients. Because of this, I know exactly how to train them and exactly where they're at in the training process.

• 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!

• The support view takes a few steps to get to the meat and potatoes.
• The success score model can be improved to include smaller one-off campaigns. Success score is good for a campaign that has existed for a while but not for the one-off projects.

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!

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

They are SUPER responsive...even for late night inquiries.

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

Our team had previously been using HubSpot CRM as a way to manage client contracts in combination with Trello for simple client progress mapping, and Client Success has eliminated the need to use either of them for client management. HubSpot is designed more for sales processes and was missing a way for our team to get an accurate view of our clients and their details. In a similar manner, Trello is designed more for task and project management and didn't provide the detail orientation we needed.

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

• Within the first week, leadership was able to have more visibility into the lifestage and health score of each client
• We needed to become more proactive as an organization and this platform has allowed us to do so with real-time metrics and reporting.
• We needed to find a way to scale our approach, especially as our Client Success organization continues to grow, and this is already helping.

• 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