WalkMe Software


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 customizes the look and feel of its features to adapt to the layout of a user’s site and screen size. The analytics feature allows users to track user interactions with the platform and make modifications to update the way users are guided through the site. The software is integrated with various search engines.



33 Reviews of WalkMe

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 33 reviews

November 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

4 of 5

November 2018

Very good software

Pros

How innovative and smart it is, it makes our relationship with our customers so much easier and fluid, so many great tools and functionalities, it has very to no little limitations on what you can do

Cons

A bit more difficult to learn than expected, but that's all really, never encountered any actual issues or inconveniences

Response from WalkMe of WalkMe Inc.

Replied November 2018

Thank you for your thoughtful feedback on your WalkMe experience! It¿s great to hear that you think so highly of our Digital Adoption Platform and that we've been able to improve your relationship with your customers. WalkMe is a a very powerful tool and we¿ve designed our Center of Excellence -- like University, Community and Playbooks -- to provide you with several resources and templates to maximize the use of our platform. Please don¿t hesitate to reach out to learn more about some of our new capabilities, and we look forward to continuing our conversations on the Customer Community. Thanks again!

November 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Just in time performance support

The customer support and sales staff at WalkMe are great at helping unlock the potential benefits. We are currently considering a pilot program that I'm hopeful will take off and lead to enterprise-wide use.

Pros

There are two things that I loved about WalkMe. 1. The overall premise of improving the user experience and guiding them at the time of need. 2. How easy it is for a non-technical person to author any type of WalkMe function.

Cons

It's definitely better for form-based applications than more complicated non-linear applications. Some of the applications we wanted to use this on were too complex (at least for beginner authors) to have a meaningful impact on the end users.

Response from WalkMe of WalkMe Inc.

Replied November 2018

Thank you for taking the time to write this review! It¿s great to hear that you got to experience the potential of our Digital Adoption Platform during your free trial. We're also really proud to hear that you think so highly of our all-star Support and Customer Success team. WalkMe is a a very powerful tool and 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. We're excited about the possibility of working with your organization in the near future to tackle your digital adoption challenges. Below we'll leave you with a recent article that showcases how Roche uses WalkMe on 50+ platforms across their workforce of 90,000+ employees to solve several issues (https://www.constellationr.com/node/15785/vote/application/view/511). Please don¿t hesitate to reach out to community@walkme.com with any other questions/concerns. Thanks again!

October 2018

Girivaru from Botmetric

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

October 2018

Excellent Product Walkthrough tool

Great tool with plethora of features to increase product adoption, solve onboarding issues

Pros

It has immense features that helps you build walkthroughs, onboarding lists and tool tips.

Cons

It is difficult to navigate and discover items.

Response from WalkMe of WalkMe Inc.

Replied November 2018

Thank you very much for taking the time to write this review, Girivaru. It's great to hear that WalkMe has helped Botmetric with product adoption, onboarding, and other areas. We do recommend that you take advantage of the Customer Community and Playbook resources which are designed to provide our customers with a plethora of resources and templates to maximize the use of our Digital Adoption Platform. We look forward to continuing our conversations on the Customer Community! Thanks again, Girivaru.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

Great for Product Walk-throughs, Mistaken as Instructional Tool

Pros

Great amount of customization, triggers and flows are intuitive and applicable to most all use cases, easy to use and train others on.

Cons

It's often mistaken and mislabeled as an "instructional" tool. Mobile is an added cost.

Response from WalkMe of WalkMe Inc.

Replied October 2018

Thank you for your thoughtful feedback on your WalkMe experience! We¿re glad to hear that WalkMe is helping your team fulfill your training needs and more. It's also great to hear that you've found WalkMe to be easy to use and highly customizable. WalkMe is an end-to-end solution for digital adoption and many trainers & instructional designers use our platform instead of creating documentation, simulations, or videos, which is why we can be labeled as an instructional tool. If you have additional feedback, or if you would like to discuss further, please reach out to community@walkme.com. Thanks again for this review!

October 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

October 2018

Customer Tutorials

Pros

I have only ever used WalkMe for customer tutorials so I don't really have anything to base this off of. I personally liked WalkMe and I think our customers did too when learning and training on our new software platforms.

Cons

Sometimes I had issues getting the videos to playback but I was able to fix it with a software reboot.

Response from WalkMe of WalkMe Inc.

Replied October 2018

Thank you for taking the time to write this review! it¿s great to know that your WalkMe experience has been a positive one. We¿re also really happy to hear that you and your customers found our Digital Adoption Platform to be useful for learning your software. Please don't hesitate to contact community@walkme.com with any questions or concerns.

October 2018

clinton from rain

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2018

Good idea, has some improvements coming

overall this experience has been well worth the price. We have added a lot of training material that continues to help our customers with learning the software and being updated on changes.

Pros

Recently they have added new features that make it easier to manage the walkthrus, etc.

Cons

The reporting used to do real time for shoutouts, etc. but now it takes 24 hours for it to kick in on the reporting analytics

Response from WalkMe of WalkMe Inc.

Replied October 2018

Thank you for taking the time to write this review, Clinton. It¿s wonderful to hear you have found our Digital Adoption Platform to be so useful for training your customers and helping them learn your software. We have some exciting updates within our tracking and analytics coming very soon... stay tuned and please don't hesitate to email the WalkMe Community at community@walkme.com with any questions or concerns. Thanks again, Clinton!

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

1 of 5

Value for money

3 of 5

Customer support

2 of 5

Functionality

4 of 5

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 of WalkMe Inc.

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.

June 2018

Daniel from Specright

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Great way to onboard and build retention

Pros

WalkMe is such a cool tool to take your customers down the path to success. It is so simple to build paths, and the team is extremely helpful!

Cons

The only thing is that because there are so many options, it sometimes takes time to learn all the bells and whistles. Really keep focus on onboarding and continuing support.

Response from WalkMe of WalkMe Inc.

Replied August 2018

Thank you for your thoughtful feedback on your WalkMe experience! It¿s great to hear that our platform has helped onboard your users and improve retention. WalkMe is a a very powerful tool and we¿ve designed our customer resources, like University, Community and Playbooks, to provide you with a plethora of resources and templates to maximize the use of our Digital Adoption Platform. We are glad that our team has been helpful, and we are grateful for your partnership!

May 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

May 2018

The most robust Self-Guidance application out there.

Pros

-In the adoption category, it is by far the most advanced.
-Good customer service and onboarding.
-The customization and branding within application is possible.

Cons

It depends on your size and if you have someone who can dedicate time to building out the walk-thrus post-onboarding.

May 2018

Nemyee from HCE

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

May 2018

It helps to attract our customers to our website

Pros

We love the fact of creating videos for our software and their customer service is amazing, very proactive people.

Cons

Not always but it gets hard to record some of the clicks, we have reported it to customer service and they solve it immediately.

Response from WalkMe of WalkMe Inc.

Replied September 2018

Thank you for taking the time to write this review, Nemyee! It¿s great to know that your WalkMe experience has been positive one. We¿re really proud to hear that our all-star Support Team has been able to solve issues promptly. We hope to connect with you on the WalkMe Customer Community! Thanks again, Nemyee.

May 2018

Deirdre from Turbo Tax

Company Size: 201-500 employees

Review Source


Ease-of-use

3 of 5

Functionality

4 of 5

May 2018

Great work tool

Pros

It's a great tool when you're not sure on how to get through a call situation. The walkme tool is definitely an asset to my work tools.

Cons

When I transfer a call, it repeats the questions after the transfer is complete. I'd like a cancel button to stop it.

May 2018

Steven from Craneware

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

May 2018

Great product, but hard to use with a multi instance saas company and can only use Firefox.

Pros

Great product that integrates with a webage to provide seamless training, pretty simple to use. Great concept that uses the actual love system.

Cons

Firefox is not a widely used browser anymore, and most of our clients do not have it so could not purchase it. Also, we have several instances of our product, and wanted to price out per instance making it really expensive.

Response from WalkMe of WalkMe Inc.

Replied September 2018

Thank you for your thoughtful feedback on your WalkMe experience, Steven. We¿re glad to hear that our Digital Adoption Platform has helped train your clients and assist them with navigating around your webpage. I¿m sure you¿re aware by now, but we released a browser-agnostic WalkMe Editor that no longer restricts you to Firefox to build content, and there should never be a browser limitation for users to view content. If you need any additional information on this, we¿d be happy to provide it! Thanks again for your comments, Steven.

May 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

May 2018

Fantastic Tool

Pros

It is Fairly Easy to create a basic how to videos for our software. I like the look of the final product and how professional it looks.

Cons

Sometimes it doesn't record all the clicks. Could be me but it has happens more than once. Then I have to start all over again.

Response from WalkMe of WalkMe Inc.

Replied September 2018

Thank you for your feedback on your WalkMe experience! We¿re so glad to hear that you¿ve found our Digital Adoption Platform to be so helpful and easy to use. The recording error that you¿ve experienced with WalkMe isn¿t common, so if the issue persists please contact your CSM, our Support Team, or reach out to our Customer Community, and we will try to find a solution! Thanks again for your feedback and support.

May 2018

Pascale from Quorum Review IRB

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

2 of 5

May 2018

Great! Sets people up to succeed!

Pros

Simple. Easy to use. Really great customer service associates readily available to assist with questions.

Cons

It can be a bit complicated and confusing trying to create walk-throughs for processes that have lots and lots of steps.

Response from WalkMe of WalkMe Inc.

Replied September 2018

Pleasure to meet you, and thank you for sharing your feedback on WalkMe, Pascale. We¿re glad to hear that WalkMe is setting your people up to succeed. We hope that our recent (and continued) UX enhancements continue to improve the build process. Also, we hope our customer resources, like University, Community and Playbooks, provide you with everything you need to maximize the use of our Digital Adoption Platform. If you¿d like to learn me more about these resources, please email the WalkMe Community at community@walkme.com. Thanks again, Pascale!

May 2018

Pete from HomeActions | IndustryNewsletters

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

4 of 5

May 2018

WalkMe is a nice tool to help clients navigate your website.

Pros

Easy setup, user friendly. WalkMe was used to enhance our client experience with our rather difficult to navigate user platform. It allows the user to select what they want to do and then be "walked-through" a step by step process to reach that goal.

Cons

We had to abandon WalkMe in favor of a live chat system as our platform changed so frequently, the navigation steps got outdated quickly and required constant review and reassessment.

Response from WalkMe of WalkMe Inc.

Replied September 2018

Thank you for your thoughtful feedback on your WalkMe experience, Pete. It¿s great to hear that our platform was able to help your clients navigate your website and improve the client experience altogether. We are bummed to hear that the constant change was impacting scalability! We hope there¿s an opportunity to reevaluate in the future, as your product changes and we continue to evolve. Thank you for sharing.

March 2018

America from DESIGNARE

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2018

excellent work

Pros

Great, excellent work that I do WalkMe. It should be noted that their treatment and concern for the welfare of their customers is always in sight.

Cons

Resolve immediately any doubt that may exist. I really do not have any complaints about this company, on the contrary I am very satisfied with the results, 10/10

Response from WalkMe of WalkMe Inc.

Replied September 2018

Thank you very much for taking the time to write this review, and share how WalkMe has made a positive impact at DESIGNARE. We¿re also really proud to hear that you think so highly of our all-star Support Team; they¿re available 24/7 to help with any issues that you may experience. We look forward to continuing our conversations on the Customer Community! Thanks again, America.

March 2018

Jose from Trebolcoins

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2018

Good Page

Pros

I have had a big adaptation with this page and my employees, they have acquired it in a good way and they are recommending each one to their underemployed. Very good everything.

Response from WalkMe of WalkMe Inc.

Replied September 2018

Thank you for taking the time to write this review, Jose. We¿re really happy to hear that your employees have found our platform to be so useful, and are taking the initiative to recommend to other employees.

February 2018

Rick from Surety Solutions, LLC

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

5 of 5

February 2018

So many cool potential uses!

It allows us to help our customers understand our complicated application process on our website.

Pros

There are so many ways WalkMe can be implemented that are genuinely helpful to our customers. It takes a complicated process and gives helpful insights along the way to make it much more approachable.

Cons

There is a bit of a learning curve before you can really get started making useful tools. It is also a pretty expensive solution.

Response from WalkMe of WalkMe Inc.

Replied September 2018

Thank you very much for taking the time to write this review, Rick. It¿s good to hear that you¿re aware of how WalkMe can be implemented solve many issues around digital adoption. We¿ve also made significant strides over the past few months to improve our data & analytics capabilities even further within WalkMe Insights. As for getting past the WalkMe learning curve, both the Community and Playbooks resources are designed to provide our customers with resources and templates to maximize the use of our Digital Adoption Platform. Please don¿t hesitate to reach out to learn more about some all our new capabilities, and we look forward to continuing our conversations on the Customer Community! Thanks again, Rick.

November 2017

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2017

Our tool for product intros - requires a lot of time to set up!

Pros

Has very good customization capabilities. Provides a good UX to build and design your walkthroughs and announcements.

Cons

Their editor only works on firefox and they have been promising one for chrome for ages - yet to deliver.

November 2017

Darrus from Summit Health Management

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2017

WalkMe - Performs as advertised

Pros

Excellent for creating educational walkthroughs for web based software. The interface is simple and easy to use. Most of the features work well and do not degrade the performance of the webpage for the end user.

Cons

Functionality a little iffy at times. Apps are not capable of performing basic logical operations and are mostly locked into a linear progression with little to no handling for users who may deviate from the specified path.