WalkMe Information Reviews & Insights

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.

WalkMe Reviews

10 Reviews

InformationComputer Software8Telecommunications1Wireless1

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 (Computer Software, 11-50 employees)

Vetted Review

Reseller

3 years of experience

View profile

WalkMe helps us walk our user to success

Rating: 9 out of 10

Incentivized

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 (Computer Software, 10,001+ employees)

Vetted Review

2 years of experience

View profile

Best Digital Adoption Platform

Rating: 9 out of 10

Incentivized

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 (Telecommunications company, 201-500 employees)

Vetted Review

4 years of experience

Disappointed Decision Maker

Rating: 1 out of 10

Incentivized

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 (Computer Software company, 51-200 employees)

Vetted Review

1 year of experience

It will keep your customers happy

Rating: 10 out of 10

Incentivized

May 31, 2021

Use Cases and Deployment Scope

WalkMe is used as a walkthrough learning tool on our website to guide our end users about basic application flow. This is used across the organization for all of our customer-facing web products.

Pros

User friendly.
Support system is great.
Efficient tool to improve Adoption graph.
Customization options are available.
Easy integration with slack, AWS and our identity provider OKTA. This saves a lot of time.

Cons

Sometime it's less responsive.
Learning curve is high.
Expensive option.
custom options for dealership domain are not available.
Analytics are not that great.

Likelihood to Recommend

For our org use cases, this is best suited and working fine for the last few years.

Verified User

Engineer in Information Technology (Computer Software company, 5001-10,000 employees)

Vetted Review

6 years of experience

All in one solution, but doesn't come cheaply!

Rating: 10 out of 10

Incentivized

April 30, 2021

Use Cases and Deployment Scope

WalkMe is used across multiple departments in our company to help new users learn how to use our application and existing users to become familiar with new features. It is used to guide users through tasks and automate certain functions. Using WalkMe enables us to provide help and support to users without needing to grow our team.

Pros

Most customizable product in the market.
Great help content and support team.
Includes add-on modules such as insights, actionbot and LMS.

Cons

Very expensive compared to competitors.
Takes quite a while to learn all the features and how to implement them successfully.

Likelihood to Recommend

WalkMe is great for guiding users around features in your application. It can show them where menus, options, and features are located. It can also be used to guide them through tasks, however, if the task is quite complex, the guided tours can be hard to set up correctly. The reporting and insights tool helps track the effectiveness of the tours as well as user behavior to help you improve the tours as well as in-app features.

Nikhil George

Product Manager in Product Management at Spotlight Reporting (Computer Software, 11-50 employees)

Vetted Review

2 years of experience

View profile

WalkMe does more than just guided walkthroughs

Rating: 10 out of 10

Incentivized

December 20, 2019

Use Cases and Deployment Scope

WalkMe is used to guide users through processes, give users an overview of the system, and to provide shortcuts to administrators to access process-specific documentation.

Pros

Flexibility
Customization

Cons

More dynamic URLs.
Easier organization and navigation of the builder.

Likelihood to Recommend

End-user guidance, form validation, post-release walkthroughs, and activity tracking are all good uses of WalkMe.

Vincent Frisina

Director of Marketing in Marketing at Visage Mobile (Wireless, 11-50 employees)

Vetted Review

5 years of experience

View profile

A fabulous tool for improving customer experience

Rating: 10 out of 10

Incentivized

August 9, 2019

Use Cases and Deployment Scope

Being a Software development company, our organization used WalkMe to improve the ease and speed at which new users and clients were able to adopt and become fluent in the use of our various software products. In certain instances, a given software may not be intuitive for every user; this depends on the user's degree of skill, use of similar products, and the UI of the given software. In cases such as these, the WalkMe product allowed our organization to create comprehensive walkthrough tutorials, and a massive library of digital knowledge-base assets, which assisted our clients and saved our support team significant time and resources.

Pros

Phenomenal customer support.
It has very useful tools and features -- new features are released regularly, consistently improving the software.
Very intuitive UI -- implementing the WalkMe software within our platform was extremely quick and easy.

Cons

Given my role in the implementation of this tool, I cannot think of anything that the company did poorly. I loved using the software and found it incredibly useful.

Likelihood to Recommend

If your company produces software in which there may be a particularly steep learning curve, WalkMe is an excellent tool for bringing your users up to speed on the full functionality of your software/platform.
For instance, let's say you have an email marketing platform in which users can build and send emails. From your analysis of your customers' use of the platform, and from your review of the most common support tickets, you find that your customers find it especially hard to import pictures into an email. Using the WalkMe software, you are able to create a digital walkthrough within your email marketing platform, which teaches users to import pictures. This saves your support team time and money, and improves your users' experience and confidence in your platform.

Aaron Goldstein

Business Process Analyst || Executive Assistant in Corporate at DigiProMedia LLC (Computer Software, 11-50 employees)

Vetted Review

1 year of experience

View profile

WalkMe review

Rating: 6 out of 10

Incentivized

September 14, 2017

Use Cases and Deployment Scope

WalkMe is being used as an adoption and training tool. It's mainly being used by the customer support team for my business unit but not across the entire organization.

My company offers a relatively robust media planning and buying platform. WalkMe allows us to proactively provide step-by-step instructions for users of our platform as well as generate important messages on site without relying on our development team.

Pros

WalkMe allows us to generate very specific step-by-step instructions on certain workflows within our media buying platform.
WalkMe allows us to look in on a user's experience to trouble shoot user reported issues.
WalkMe allows us to easily connect our web-based knowledge center into our application.

Cons

The set up of Walkme is very time intensive and requires a great deal of effort to implement effectively.
WalkMe only offers a firefox extension to use their tools.
WalkMe's insights aren't as useful as I'd like.

Likelihood to Recommend

There are certain workflows in our platform that are not super intuitive so we use WalkMe's auto-launcher to run Walkthrus that guide users through some of the less intuitive flows in our platform.

WalkMe would be less appropriate on an application that is very user friendly and intuitive.

Pat Effinger

Lead Sales Engineer in Customer Service at DOmedia (Computer Software, 11-50 employees)

Vetted Review

3 years of experience

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WalkMe helps us to improve our user experience

Rating: 8 out of 10

Incentivized

May 22, 2017

Use Cases and Deployment Scope

We are using Walkme to support our users on our software. The idea is to provide tutorials and walk throughs on our platform so clients can self learn how to use it. We also use it to highlight new features or releases. It is managed by our support team and is aimed to deflect tickets.

Pros

Easy to create pop up / shoutouts
Possibility to personnalise the user based on certain criteria
Possibility to have very detailed tutorials
Fairly easy to start using and implementing

Cons

Not so easy to know which user is doing what
Integration with other softwares

Likelihood to Recommend

Good to show things for new users and to create new contents quickly. This is a good alternative vs. asking your R&D to think about client communication.
Not so good to integrate it as part of your customer lifecyle - you'd want CSM to know which walk throughs their clients have done

Cyrille Saulnier

Head of Operations & Customer Success, EMEA & Americas in Sales at PatSnap (Computer Software, 501-1000 employees)

Vetted Review

1 year of experience

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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 (Computer Software, 11-50 employees)

Vetted Review

Reseller

3 years of experience

View profile