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.
