WalkMe Reviews

WalkMe guides end users on how to use tools such as Salesforce when they are new to the platform. It functions as an extension running on top of Salesforce, helping end users understand how to navigate and use the platform.

WalkMe provides step-by-step guidance by instructing end users on UI elements, available fields, and next steps in their workflow. It serves as a guiding tool for end users to understand how to use the product.

The approval process is one of the good features of WalkMe, as it tells us what needs to be done properly.

In-app guidance features definitely help my users better navigate complex software, as it usually reduces a lot of tickets that are raised by end users. Users are often unable to view some information or do not know how to proceed with the next steps.

The in-app guidance reduces a lot of tickets that are getting logged to the L1 team. Since this feature is already provided to end users, they can solve issues on their own, which helps reduce the ticket volumes being logged into Salesforce.

WalkMe has impacted my organization overall by reducing the ticket volume and turnaround time by approximately 7%. Earlier, we used to get 70 tickets, and now the ticket volume has come down to about 50 or 55. For an overall year, the ticket volume has gone down to about 200 or 250 tickets, which means less time is spent by the L1 teams.

There is always a scope to improve WalkMe. The interactions and the UI interaction could improve somewhat. I would like to see something more from a UI perspective in WalkMe, particularly if the interactions could be more user-friendly. Additionally, the step-by-step guidance sometimes takes a lot of time to move from one stage to another, so if that response time could improve, that would be a good improvement.

It has been almost a year since I switched to WalkMe, starting from last April.

WalkMe could improve their technical support response time, and it depends on which edition has been signed for. If you have signed for premium support, they usually reply back soon with a response time of less than 30 minutes. If you have normal support, the waiting time for the first response is usually two hours. I am in the middle tier of support where the first response is given within the next two hours. We do not have premium support; we have signed for normal support.

WalkMe is the first time I am working with such tools.

The evaluation of tools before finally choosing WalkMe was done by the higher management team, and I was only involved in the integration. I may not be sure what was discussed regarding any alternate products.

I have already seen return on investment, as it is almost around 3.5% or 4% yearly. I do not know the exact amount, but the metrics that were discussed are around 5%, so it is around 4% or 4.2% or something similar.

The pricing is reasonable at the moment, at least what has been offered by the WalkMe team.

WalkMe is more geared toward the end user who uses it, so I am more from the product side working with B2C products. At least for the next year, we will be with WalkMe, and at the moment, we are not looking for any change. I would rate this review overall as 4 out of 5.

Our story at Fulcrum GT with WalkMe started back in 2019 when we wanted to introduce WalkMe into our Snap solution, which is built on top of SAP S/4HANA. This was one of the first implementations of WalkMe on top of SAP.

Our main use case for WalkMe at Fulcrum GT is primarily for change management, training, and onboarding new users to the platform. It is also used for users who have been using the platform for some time but may be running into trouble on a particular process or workflow they are working on. Referring to a WalkMe guided walkthrough in those instances proved to be helpful.

Inside of SAP, there are hundreds of different workflows that a user can take depending on their role, and there could be dozens of examples of where users have leveraged WalkMe guided walkthrough functionality to guide them through a particular SAP process or workflow.

WalkMe's guided walkthroughs stand out to me as the best feature WalkMe offers, along with all the flexibility that you can implement with that particular feature.

What makes the guided walkthroughs so flexible and useful in my experience is that at certain points inside of a process or workflow, a user might reach a point where they can go left or right. If they go left, then the subsequent actions that they need to take differ from if they went right at the beginning. Having that flexibility and customization is powerful.

WalkMe has positively impacted my organization with better change management, quicker onboarding, and fewer support tickets sent through from users using the product.

I have not kept up with WalkMe over the years between 2019 and now, so I am not quite sure how it can be improved.

WalkMe is quite stable in my experience.

WalkMe's scalability seems to be able to scale however much you would like it to scale.

Customer support at WalkMe was fantastic. That was an area that I was really thankful for throughout the implementation. I would rate the customer support a nine on a scale of one to ten.

Positive

We did not previously use a different solution before WalkMe. I think that there was, however, some sort of product that SAP had built that covered some of what WalkMe would do, but it proved to be unsuccessful.

WalkMe has definitely helped with broad change management, training, and onboarding. Unfortunately, I cannot give any specific relevant metrics that you are seeking.

My experience with pricing, setup cost, and licensing was nearly seven years ago. I do remember there was quite a bit of back and forth regarding pricing, licensing, and the setup costs, but at the end of the day, I think that it was fair.

We evaluated other options before choosing WalkMe, but the names of those alternatives do not come to mind at the moment.

The advice I would give to others looking into using WalkMe is to ensure that you have a resource or two dedicated towards the implementation of WalkMe, as it definitely does take an effort to make sure that it gets done correctly and that you extract the value from the product. I would rate this review an eight on a scale of one to ten.

WalkMe serves as my digital adoption platform that provides features where user friction is reduced, and you get different sorts of walkability and navigation. The navigation workflows help you understand the features and perform all necessary operations. WalkMe is adopted across different platforms and acts as simple in-app guidance that gives automated tools, automation, and analytics, providing whatever content is visible on the platform. WalkMe helps you over the context.

A quick specific example of how I use WalkMe in my organization is mainly during VMware deployments when we deploy this VMware.

My main use case for WalkMe involves internal IT applications that are generally available. I write those IT, ITAM, and supporting tools for troubleshooting monitoring dashboards and all that. WalkMe can be deployed there, reducing time for my team and all of the change management and feature releases. Majorly, for example, in the case of VMware, we use VM management tools, all the storage, and where you have all your compute storage and networking in place. WalkMe helps with the virtualization of the storage part and gets things sorted for us.

In my opinion, the best features WalkMe offers are mainly the faster route of onboarding users. Since the use of WalkMe reduces support tickets, it gives us user context and we get natively integrated with the software we are using and all the platforms we have. Whatever software we use, typically in the case of VMware, we gain more analytics and automation using WalkMe, which has improved our ROI.

Regarding WalkMe's analytics and automation features, the workflow gives us measurement and analysis via the analytics dashboard showing how users are behaving, where they are dropping off, and which areas are underused. It also helps optimize guidance, automate steps, and refine workflows. You have the steps to follow precisely, and it is also natively integrated with the tools we have. This additional integration helps to automate everything.

The unique features that my in-house team finds especially valuable in WalkMe include its faster onboarding capability and integration with other fields. Most of our products are SaaS-based, and we have a portal for those SaaS products. WalkMe increases features and reduces our load by providing walkthroughs, map guidance, and excellent contextual help. I have seen improvement with the software since we adopted WalkMe's features, and it shows user friction, revealing that certain user bases are restricted to specific software. It gives us comprehension of how users interact within the platform.

WalkMe can be improved, particularly for larger enterprises, as there are challenges regarding audience targeting for lower-level SMB sectors. The integration can sometimes take a lot of time, especially customizing certain segments. Compatibility and maintenance of changes are also factors and simplifying the platform will always help users. Simplification and reducing costs will be beneficial.

I have been using WalkMe for almost six to eight months.

WalkMe is stable.

WalkMe supports web, desktop, and mobile applications, with governance and security in place. It is best suited for all enterprise-level applications like SAP, Salesforce, and Workplace, making it pretty scalable.

WalkMe's customer support is good.

Neutral

Before WalkMe, we were aware of competitors like Workface and other solutions, but WhatFix was more famous compared to the others.

On a scale of one to ten, I would definitely give WalkMe a seven.

I chose seven out of ten because I feel it is neutral, and it is at a very beginning stage of market study. WalkMe has certain competitors, such as WhatFix, which has its own set of features. I encourage WalkMe to explore the market more and study use cases. Even though the integrations with WalkMe are stronger, the challenges in the market have increased as competitors rise day by day. I would encourage WalkMe to focus on user attention and feedback, and to develop more natively into user bases.

We considered WorkFix, but we chose WalkMe because it has been supported by SAP for various reasons.

I would definitely recommend WalkMe, but if others are looking for a price-sensitive solution, I would not generally suggest it because WalkMe has its own pricing competition. If WalkMe can reduce its pricing for the market, especially for low-end SMB sectors, then I would definitely encourage its use. My overall review rating for WalkMe is seven out of ten.

The core functionality, creating the step by step walkthroughs, is fantastic. It's simple to learn and get started and I'm constantly finding new ways to implement it. The interface is intuitive and straightforward, almost deceptively simple considering the depth of the features.

WalkMe has given us a clear way to communicate with our end users and help them use our product while they are actually using our product, not just reading an article then going back to the product. We can implement changes quickly since we're able to communicate directly with the users and walk them through using the new feature. Rather than finding ways to incrementally change functionality we can change things quickly and know that our users won't be lost along the way.

I've found setup and implementation of WalkMe to be fast, easy, and actually pretty fun. The only thing that would make it easier would be an automation process for checking my own work. Maybe a spell check too?

Every time I've wondered if there were a way to do something they already had that feature in development and the functionality was better than what I had thought of.

Approximately 9 months.

Deployment is easy and fast. I have never had any issues deploying to our users.

Making changes after deployment is just as simple. It's only happened once or ten times that after deployment I would notice a typo or other issue and I was able to make the change and have the fix deployed with in minutes.

I've never encountered any stability issues with WalkMe that can be attributed to their product. I have had issues where WalkMe has not functioned as I expected, but invariably this was due to user error and not the software itself. If they had a function that could make sure I'm not making a mistake that would be great but I'm not sure that's even possible.

WalkMe has scaled to fit our needs smoothly and easily since we've been using it. We've never encountered any difference in functionality no matter the scale. We've never seen any significant difference between running WalkMe and not running Walkme in the functionality of our product.

Does this go to 11? It's rare to encounter customer service that is as responsive and helpful as the folks at WalkMe. I've never had to wait more than an hour before getting a response to a question. I've had some dumb questions and they've always been helpful, courteous, patient, and knowledgeable. I've been really impressed by their willingness to hop on and do some work on their end to solve even the smallest issue I might be having.

I've never had an issue that they weren't able to decipher and find a way to make it work. As is often the case in software I've tried to use functions to accomplish things they weren't originally designed to accomplish. Even in those cases the WalkMe team has been happy to jump in and help me make it work.

After shopping around for solutions we settled on WalkMe for the ease of use and analytics that it provides. While we never used any of the other solutions available we are happy with our choice to go with the full featured WalkMe.

Initial set up was extremely simple, just downloaded the plugin and started poking buttons. I was able to build my first walk through within the first hour without any training.

We have our own dedicated team in-house for designing walk throughs, implementing them, and managing them. The initial setup period took some time but after implementing the core set of walk throughs managing and adding more is not a burdensome or overly time consuming task.

Our ROI is quite satisfactory. I'm not sure what else I'm supposed to write here and it tells me I have to write 120 characters before it will let me post this review. So I'll repeat. We are happy with our ROI.

WalkMe is a value add. We've found it to be equal to or greater in value than the pricing and licensing costs. And that's 120 characters.

We evaluated a couple of options, but WalkMe provided the functionality we were looking for along with in depth analytics and dedicated support so we can be as responsive to our clients as possible.

I have been nothing but pleased with this product. From the start WalkMe has impressed us with its functionality and ease of use.

WalkMe takes the focus off the admin to provide training and empowers the users to click on the walk-thru's.

The admin tools can be a little confusing, so I understand registering for the training.

3 months

No. WalkMe completed our deployment on time without issues. Until we take training and can complete setup on our own, we won't be able to provide much.

Not to date.

Excellent. Julian has been very forth coming with information and more than willing to help.

NA - haven't had a need.

We did not. This is our first use of an application like this.

Pretty straightforward, but seems to be a little confusing with all the steps an admin needs to do to setup new walk-thru's.

In-house.

Not sure yet.

Seems reasonable now that our usage has gone up.

Not other apps but other training/documentation options that didn't seem to fit our need.

Auto-Played Walk Throughs

On-screen element actions

Segmentation

Setting Goals

Customization

Tutorials can be created, edited and updated in minutes — with no coding required

With Walkme installed we were able to simplify and expedite the customer on-boarding and adoption process. Instead of scheduling the long training session, our users can self board themselves using walkthrus.

Also we can see and learn how our users interact on the platform and constantly adjust the product according to their needs.

Plus we definitely have less questions sent to our support team.

The platform is quite complex for a non-technical person, so it takes a while to fly on the platform on your own without constantly bothering CSMs.

Training session are a bit too long (2 hours). It's hard to fit in the working day.

3 months

It took a while to kick off because of the complexity of our product. We needed to provision all possible user cases to understand what would be the best and less confusing walkthru flow.

I haven't experienced any issues with the stability. None of the common issues like:

Crashes and system hangs/freezes

Slow back up times and aborted backup

File corruption and data loss

Errors in programs

RAM use and cache problems

Hard drive failures

We didn't have any particular issue with scalability. However scalability is a fundamental quality of software. The same operations can be used without wear on programs of all sizes and with any volume of data.

from 0 to 10, I will give 9, just leaving a small room for improvement. But in general, Customer Service was extremely professional, fast and collaborative.

Haven't have many reasons to bother technical support because WalkMe has an automated /self-service solutions that users can access themselves without the aid of the Help Desk. These include automated password resets, Web sites for requesting ITIL support, and very well-done knowledge base lookup.

We haven't used another solution. We were on-boarding client through training sessions, what was taking a lot of time.

The initial setup was pretty straightforward, because the most complex part was done by the WM CSM. We received a step-by-step guidance and recommendations on how to get started and how to build the walkthus.

Vendor team. The level of expertise was very high, our CSM, Danielle Cohen, always knew how to fix the issue or improve/implement the new step. She would always recommend the best practices which was very helpful to learn how to utilize WM.

Increase Usage

Increase number of users

Driving traffic on the platform

Create challenges

Drive proposals

Improve Product engagement

Increase Product collaboration

I'm not sure if I can recommend something here, since I was not involved into pricing and licensing. The only thing I know is that we have 3 year agreement which is great for building trusted vendor relationships.

Before choosing walkme we evaluated several other options. However walkme was the best solution for our type of product. It matched our solutions better than the others.

Here are some other options that we considered:

TourMy App - multilingual and customizable

Taurus - offers a nice drag-and-drop interface for tooltips, but no demos are available

Intercom - for online on-boarding through chat - but we ended up using it for other purposes

It would be great to have more flexibility on the design creation.

For non-tech CSM it is sometimes it's hard to build a specific code.

The walk-thrus have been instrumental in our onboarding and support process. We have a very simple list of walk throughs the user can follow as they interact with our app for the first time. It's amazing to see how quickly our users get up and running compared to our old method of 1-on-1 training.

The launchers are also a great way to address common issues that pop up from time to time. It's nice not having to rely on our development team to add help buttons throughout the system.

We have also use the shoutouts to announce new updates, features, fixes, etc. and it has boosted our engagement tremendously. We found it beneficial to be communicating with our users in context, while they are actually in our app. Its much less of an interruption compared to an email.

We have reduced our onboarding time about 30% since implementing WalkMe. We’ve also been able to train more individuals within a new company, rather than limiting the onboarding process to a 1-on-1 approach. We are working with customers that are now able to use WalkMe to train their colleagues and boost our overall engagement.

The biggest area for improvement is the onboarding and training. It is very hands on and you really have to rely on your success manager to get the first phase launched. The nature of the product lends it self to a high touch onboarding experience though, because every app is different.

What makes Walk-Me so powerful is the ease and range of customization, which just takes a little time to get used to in the early stages.

1 Year

We deployed quite smoothly actually. We really took our time with the CSM and made sure that everything was running as it should. I recommend giving yourself a generous timeline for full deployment (depending on the size of your app) just to make sure that everything runs as expected.

There is a lot of testing that goes into making sure you've covered every angle of a walk-thru. That's not a process you want to rush through.

I've never had any issues with WalkMe going down. I've actually never had a bug that effected the functionality of the app either. Just a few user experience bugs here and there that were corrected quickly.

We are at full scale capacity in our use of WalkMe and there is nothing that leads me to believe that scalability would be an issue.

The customer service is amazing. The CSMs are knowledgable and always available to help find better ways to use the tool. I believe the CSMs really make the product. Without their time and effort the tool would be way to difficult to deploy. I use WalkMe as an example all the time when working with our customer support staff. The really do a tremendous job.

Tech support is awesome. Always quick to respond, even when it requires that a developer take a look at our setup.

We were just using 1-on-1 training and support. WalkMe has made our training efforts much more scalable. Our user's ability to train and learn on their own has resulted in a much faster onboarding process and higher retention month after month.

It really just depends on your app and the way it is built. WalkMe is very customizable, so there is a learning curve. But once you learn how it interacts with your app it is really easy to use.

I was personally in charge of implementation. I found it to be a relatively simple and easy process. Unfortunately, I don't have more to offer on subject.

We easily captured a 10x return on our investment every month. Walkme alone has delayed us from having to hire another full time CSM.

Although the contract can be a little nerve racking, it is totally worth it. I found that it helped give us the right mindset and commitment as we went through the onboarding process.

We really didn't find many alternatives. At the time we were considering a few learning management systems. Once we found WalkMe we were confident that it was the right fit.

Overall, WalkMe exceeded our expectations. WalkMe had a significant impact on our ability to launch new versions, retrain more than 10,000 users, identify the areas that needed work in our system, and quickly provide a better product to our customers. I now feel very confident in my ability to use the tool and capture a major ROI for our company.

The ability to work across integrated systems and build the WalkThrus so that they can start from various steps in the process has been extremely beneficial for us. The other feature we've used quite a bit is the launchers. These have been a great way for us to connect policy and procedure answers with system navigational support. WalkMe has made important contributions toward our ability to offer our customers an integrated solution!

The WalkThrus have been a huge help to us in supporting our customers' employees and their ability to use our systems. They have also been a game changer for how we handle systems training internally.

Speed has sometimes been an issue for us. The WalkThrus can't load until the system does so sometimes when both are slow the result can be very frustrating to the user.

Also, the editor functionality could use some improvement. With a library of over 120 WalkThrus, the single layer of tags is not sufficient for our needs to organize and sort WalkThrus. I'd like to see a multilayered filtering system to help us manage our library.

Finally, I'd like to see the need to dig into jquery eliminated. That level of knowledge is generally beyond the expertise of someone in the role of building these and there should be a way the tool can fill in that gap.

1 year

The largest issue we had with deployment was around appropriate resourcing. The WalkThrus are simple to use when complete but building them takes time and technical savvy. Building them to be resilient enough to handle any user behavior without breaking and doing a full suite of testing on them is time consuming. We have had someone devoted all most full time to this effort over the last year.

Not huge issues but sometimes the WalkThrus behave differently 2 times in a row during testing.

Mainly the issues mentioned above around managing the WalkThrus behind the scenes. We sometimes have to have a few different versions of the same WalkThru (where client configuration differs) and the tags are not sufficient to help us track and manage versions.

Very high. The WalkMe team has acted as partners to us throughout the process.

Very high. The technical team has been available to us as needed. I just hope some of the things we've had to ask them for help with will be improved so that customers can do them on their own (like the jquery issue).

No.

Complex in the need for technical savvy and time to set up. The time needed to get started was far beyond what the sales team described in the sales process.

In house.

We are just setting up analytics now and will be tracking that in coming months.

Just to be clear re: the level of resources needed internally to be successful.

I was not part of that process so I can't speak to it.

No.

The builder is a good balance of being user friendly while offering advanced functionality. The ability to build very custom tutorials without needing major development resources is of great value. It also helps my team save time and therefore money when it comes to the customer journey.

WalkMe allowed our users to get hands-on help in a self-paced manner while actually getting things done in our app. They do not have to rely on watching videos or reading articles. This changed (and is still changing) the way we on-board our customers.

The app is sometimes sluggish and has a steep learning curve for users who are trying to build WalkMes and are not tech savvy. It also adds to our QA process where we need to verify that the WalkMes are working properly after every release.

I've been using WalkMe since 2013

No major issues to speak of apart from the initial time investment it takes. There were a few one-off issues here and there but the support team was quick to help.

Only one major instance but WalkMe's support team was quick to resolve it.

No issues have been encountered yet.

We are focusing on a specific segment of our customers before fully rolling WalkMe out to everyone who uses our app, but no issues to report so far.

The level of customer service is excellent. The team is responsive, keeps a personal relationship, and offers a lot of help and advise as we go. They also communicate major changes and updates as they happen.

Technical support has been great so far, very responsive and thorough. They have great documentation and use their own product to teach customers how to use it (meta!).

No, I did not use a previous automated solution. There weren't many options available in the market and WalkMe stood out as a unique solution that solved our problem.

The basic functionality is easy to grasp but building what I needed required more advanced knowledge of WalkMe and took more time and resources than expected.

The implementation was in-house. We did not need a vendor to implement WalkMe for us. It was straight-forward and the team offered us training and on-going support as we went.

The main ROI is reduction in support and training volume from our end-users. The savings in time and effort reduce our running expenses.

My contract is probably unique due to us signing up when WalkMe was a younger company, so I don't have relevant advice.

Yes, we evaluated a company but it folded shortly after we saw a demo. I do not recall the name of that company but it was based in Canada.

If you have a lot of steps to on-board your users and have a web product that is fairly complex to grasp, I highly recommend WalkMe. The service is exceptional and the software itself is slick.

The user interface was easy to work with and learn. Easy and smooth transition overall. The Walkme Solutions worked very well with our web based software.

Allows us to easily demo our software as well as train new users. Made training way more efficient.

None

4 months

None

None.

None

A+, excellent. Our support advisor, Doug Sykes, was great. Polite, understanding, patient, Knowledgable and very helpful throughout the entire process. Highly recommend working with him.

A+, excellent. Our support advisor, Doug Sykes, was great. Polite, understanding, patient, Knowledgable and very helpful throughout the entire process. Highly recommend working with him.

None

Very straightforward

WalkMe support helped us implement.

Not sure how to calculate the ROI on this.

Fair pricing...fair licensing. No issues yet.

None...the other option was to build our own software for training services. WalkMe was an easy and more cost effective solution.

Try to work with Doug Sykes. He was great!