Freshsuccess vs. WalkMe

• Natero does an excellent job of reporting and having a lot of the data available. They don't do as well when you want to track specific metrics such as ARR. (Everything in the application is currently based in MRR)
• Natero has done an excellent job for our smaller organization. I am not sure how it would work with a larger organization.

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.

• Love the accounts view to see all my accounts, their health and some helpful stats!
• The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
• In the account, you can link to other documentation, which is great!

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!

• It's a complex platform, it can be hard to find what you're looking for if you don't know where to look.
• There have been a few features which work correctly but can be a bit confusing to get working correctly. Fortunately, the support team is so on it, we get an answer within an hour.
• I would have liked Natero to have a mechanism in place to nudge users of the platform to use it. This would help with getting adoption on our end. While the onboarding documentation was great, a more hands-on approach to getting users to adopt and use the platform would have helped us get up to speed earlier. It took us nearly 9 months to really start using the system which is partially due to the complexity of the integration process and partially due to the difficulty of switching over CES processes into Natero.

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

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

We initially looked at Gainsight, Amity, and another which I can't remember the name of. Only Natero and Amity were within a reasonable price range. We selected Natero because the platform was significantly more polished, the reporting seemed significantly stronger in Natero, and during the sales process Natero did a better job of showing us how the functionality would work, whereas our calls with Amity were frequently filled with "it doesn't work because this is a demo account" which was a bit of a red flag.

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

• It's made my job harder.
• It's made it harder to update my customer's information.
• It's made me spend more time deleting information to satisfy the character limit.

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