Glance is a conferencing platform focused on customer engagement through visualization and collaboration.
$19
per month
WalkMe
Score 8.0 out of 10
N/A
WalkMe is a Digital Adoption Platform (DAP) that promises to transform the user experience in "today’s overwhelming digital world." Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe offers a transparent overlay that assists users to complete tasks easily within any enterprise software, mobile application or website. Founded in 2011, WalkMe software is used by more than 1,500 enterprises globally, including over 30 percent of Fortune 500 companies.…
Glance is an ideal tool where the customer base is not very technologically savvy. We support farmers, so this demographic is known for being behind on the technological advances of their industry. We are primarily a call center. Glance has helped our new agents be better equipped from day one, which results in their onboarding time being much quicker since they are able to see common issues first-hand
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.
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.
Easy to get hold of and always very helpful. Having a support team dedicated to one product and one that will support all of your users (not just the admins) made it easy to implement in a small business.
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
Glance, while lacking some features of its competitors, is easy to use and standalone. Support for this application is dedicated to it and you can get near immediate support. This was key given the demographic of our staff.
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.
Glance has reduced the amount of time an agent spends on a single call by nearly 30%. This reduction in time has helped us attend to more customers and more quickly.
The speed at which our agents picked up this tool speaks to the ease of use and integration of Glance.
Overall, this has helped our team managers train their teams on the product more efficiently.
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.
