About WalkMe

WalkMe is a cloud-based interactive guidance and engagement platform that helps service managers, user experience managers, and sales managers to manage customer experiences on company websites.

The software helps drive customers to specific actions using automated tip balloons as part of the “Walk-Thrus” feature. These “Walk-thrus” can be played automatically, via a link in an email widget that allows customers to choose specific “Walk-Thrus,” or by clicking a button embedded on a user's site. The feature also uses segmentation to change the display based on a client’s role, location and language. Users can also embed content into walkthroughs such as videos, articles and more. 

WalkMe enables users to c...


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Supported Operating System(s):

Web browser (OS agnostic)

50 Reviews of WalkMe

Average User Ratings

Overall

4.47 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(29)

29

4 stars

(16)

16

3 stars

(4)

4

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 50 results

August 2019

Aaron from DigiPro Media

Verified Reviewer

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

August 2019

WalkMe is great for digital adoption - bringing software end users up to speed

Very happy with this software. The WalkMe support team was also amazing!

Pros

My company used this software for a about 8 months to a year. We integrated Walk Me into our proprietary platform in order to help our web design agencies and their end users to better use our software, to become more self sufficient when using the platform, and to help make our platform more intuitive. The WalkMe interactive digital walk throughs made it extremely simple for customers to learn the ins and outs of our platform without our support team getting engaged. This software saved our support team significant time and energy!

Cons

Managing the Walk Me software can be difficult in a situation which requires constant updates to the digital walk throughs - during periods in which our platform was undergoing significant changes. However, though the process of updating our library of walk throughs was tedious, it allowed our end users to become familiar with platform updates very quickly with limited engagement from support staff.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

Functionality

5.0

December 2018

Extremely robust platform for digital adoption

Customer self-onboarding. Benefits: Scalability of new customer onboarding. We were able to onboard customers much faster after deploying WalkMe, allowing CS to focus on renewal and expansion with existing customers.

Pros

WalkMe has a ton of functionality to allow you to create walk throughs and other types of dynamic user education. I love how easy it is to integrate outside content like videos, help desk articles, webpages, etc. with your custom walk throughs. Probably my favorite thing about walk me is that Customer Success and UX can use the platform to implement super detailed user education without needing to involve engineering much at all. In my experience, user education often gets deprioritized next to new feature development and bug fixes, so things like in-app onboarding and tool tips only get built when there's a bit of extra capacity, and it rarely is able to keep up with the evolution of the product. With WalkMe, the teams focused on customer success and experience can quickly implement the changes they want without involving half the company.

Cons

It is a very robust platform, so learning all the functionality takes time. Unless you're a javascript and CSS pro, you will probably struggle with getting the jQuery selectors right and the CSS exactly how you want the experience to look and feel. The out-of-the box features will get you 90% of the way there though.

Response from WalkMe

Replied December 2018

Thank you for your thoughtful feedback on your WalkMe experience! We¿re glad to hear that our Digital Adoption Platform has helped scale your customer on-boarding efforts and beyond. It¿s also great to learn that WalkMe has enabled your Customer Success and UX teams to drive the value of your product to your customers. WalkMe is indeed a very robust platform, and for this matter we¿ve designed our Center of Excellence -- University, Community, and Playbooks -- to provide customers with a plethora of resources and templates to maximize the use of our platform and make it easy for our customers to customize content. We'll also continue to simplify our product in 2019. If you¿d like to learn me more about our Center of Excellence, or if you have any questions, please email us at community@walkme.com. Thanks again!

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

1.0

Value for money

3.0

Customer support

2.0

Functionality

4.0

July 2018

Ironically, it's incredibly hard to use their product

Pros

This can be very powerful software if set up properly. We were able to do advanced tutorials, though it took professional services to set it up for us. We found it the most powerful in the market from a feature standpoint.

Cons

hard to use. WalkMe is a software that makes it easy to show visitors how to use any product. Unfortunately their product is prohibitively hard to use. They have set up a "walkme university" and require 10 hours of training and watching videos just to get started. They typically give you a CSM for 3 months to help you onboard and throw in free professional services because most things are too hard to figure out.

Response from WalkMe

Replied August 2018

Pleasure to meet you, and thank you for sharing your feedback on WalkMe. I'm glad to hear that WalkMe is helping your organization with feature adoption, but disappointed to hear that you're experiencing difficulties using the platform. As this experience is atypical for our customers, I'd love to better understand some of the issues if you'd be open to a discussion. In regards to our Customer Support, the team is available 24/7 and is typically able to solve or escalate most issues fairly quickly. Please email us at community@walkme.com so we can learn more. Looking forward to discussing with you.

March 2020

Cody from Self Employed

Verified Reviewer

Company Size: 1 employee

Industry: Internet

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

5.0

March 2020

Costly but very powerful tool!

WalkMe was used to create call outs and on-boarding materials for a SAAS platform, link to documentation, and help increase utilization of product features, in addition to utilizing NPS data gathering.

Pros

WalkMe is an incredibly powerful tool that allows deep integration with your website or software.

Cons

This product is very costly, putting it out of reach for most small businesses.

August 2019

Elisabeth from Species360

Verified Reviewer

Company Size: 11-50 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2019

Do anything you can imagine!

We originally purchased WalkMe to use when onboarding new users. We soon discovered we could use it for dozens of other things. For example, we’ve used it to let users know “Hey, we’re aware of this bug,” to avoid a zillion support requests. We’ve used it to run surveys, highlight new features, everything. I can’t imagine working without WalkMe.

Pros

It’s amazingly versatile. Need to show users how to do something? Easy. Need to pop up messages about system status? You got it. Want to highlight a new feature? Done. Need to remind someone their fees are overdue? Done. You can do almost anything you can imagine with this system!!

Cons

Our only complaint is really our own fault. The system relies on static “tags” that our software doesn’t have. We have been totally able to work around it, though, using visible elements on the screen.