WalkMe Reviews & Product Details

WalkMe Overview

What is WalkMe?

WalkMe does not take part in G2's review system

WalkMe Details
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WalkMe Community
Product Description

WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in today's overwhelming digital world. Using artificial intelligence, analytics, engagement, guidance and automation, WalkMe's transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website.


Seller Details
Seller
WalkMe
Company Website
Year Founded
2011
HQ Location
San Francisco, CA
Twitter
@WalkMeInc
12,941 Twitter followers
LinkedIn® Page
www.linkedin.com
943 employees on LinkedIn®

Overview Provided by:
RVP, Strategic Positioning at WalkMe™
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WalkMe Reviews

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CC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

easy to share links and progress to finish line while teams still progressing and step thru of processes and business validations Review collected by and hosted on G2.com.

What do you dislike?

task setup still cumbersome for some login items - when task created still gets upload and sync issues. when you create new tasks for individuals it still share of team view or general view Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

tracking progress and team progress while everything in one place. process walk thru of inidivual business reasoning and validations while everyone see same benefits and saving of those in frequently access items still stored which usefulness gets access only like quarterly Review collected by and hosted on G2.com.

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EC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Flexibility to create walk-throughs and customer facing assets to support new feature releases, share important communications and understand what features users are interacting with in our product. Review collected by and hosted on G2.com.

What do you dislike?

Support team is extremely slow to respond with resolutions for critical bugs. When I try to contact my client success manager for help, I'm told that if she responds I'll be billed for professional services hours. I often feel stuck and helpless when encountering major issues, such as session playbacks not being available, due to lack of response, support tickets being assigned and re-assigned from team to team. Managing my walkme support tickets has become a full time job and is not time well spent. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

helping users on-board in product, understanding user behaviors with product features, anticipate issues or bugs Review collected by and hosted on G2.com.

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Executive Vice President Of Operations
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Clients love it. Very easy to implement and receive instant ROI. Very user-friendly. The clients love the access at their fingertips to online guidance and help. Very easy to deploy. We went live in less than 30 days. Very powerful Review collected by and hosted on G2.com.

What do you dislike?

Not having an admin app available for iPhone or Android so we could easily publish a Shout out if necessary. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great product with a great team to work with. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Self-help options for our client base. Knowledgebase for our support agents. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

I'd like to echo basically all of the previous sentiments around WalkMe. It's a gamechanger if you have a niche or difficult to use product. As we're in the business of assisting the elderly, you can imagine that they need guidance with the most straightforward processes. Review collected by and hosted on G2.com.

What do you dislike?

The knowledgebase could be bigger. We've had some CSS issues. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The ultimate goal is for clients to help themselves first, without contacting us. This works for us and Walkme helps to reduce the load of our support teams. Review collected by and hosted on G2.com.

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Technical Writer
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

WalkMe not only helps your user to get quick and contextual help but gives you an insight into how users are using the product. The product evolves with WalkMe! The analytics help us to know how users interact with the features and where do they search for the help the most. It has helped us build ActionBot walkthroughs which have helped the users to onboard the product and start using it with ease. Review collected by and hosted on G2.com.

What do you dislike?

WalkMe would be more competitive if we can design our own main menu and other workflows with more ease in customizing the CSS. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Yes, definitely! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our portal is relatively new and still evolving, WalkMe ActionBot is helping our first-time users to onboard the product and tooltips not only help them to understand the meaning of dashboards and analytics but also help them to complete forms in the portal. Moreover, we are tracking surveys to get feedback and product ideas and improve the portal. Review collected by and hosted on G2.com.

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Manager, Customer Success
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

WalkMe has allowed my small team to quickly build, test and launch smart walkthroughs to help users understand and learn our product. Our platform is consistently updating and growing so the ability to trigger shout-outs of new features and functions is fantastic. Review collected by and hosted on G2.com.

What do you dislike?

At times out single page application causes issues with needs for refresh and updates to the smart-walkthroughs. This can get a user lost in the workflow and losing the support of the WalkMe. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The power of this tool is clear and evident. Having some technical skills on your implementation team will help you be most successful with the GTM. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Lowering user support issues. Supporting onboarding and success criteria for enterprise clients. New-hire product training. Review collected by and hosted on G2.com.

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AI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I was amazed at how Walkme integrates with a web application using literally a few lines of code which are copied in the head tag. With just those few lines of code you basically get an entirely new application which is superimposed over the original application and an entirely new way of communicating with users and getting important insights into how your application is used. I also thought the Walkme's documentation and university courses did an excellent job in getting novice users up and running with the tool quickly and easily. Review collected by and hosted on G2.com.

What do you dislike?

There's nothing I dislike as such, but there's probably many new nice-to-haves I'd like to see in Walkme such as extended goal options for onboarding tasks, some additional reporting capabilities and similar. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

After deploying walkme we now have the ability to manage user engagement without involving developers or making any changes in the core application. The walkthroughs and new feature announcements can be published in minutes rather than days (or even weeks). There's still a lot of walkme features that we're not even using at this time but will likely be deploying them as we discover new ways to use the tool. Review collected by and hosted on G2.com.

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Training Manager
Higher Education
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

WalkMe has been an amazing tool for delivering training to our staff and our clients at an expedited pace - letting us tailor parts of our software as needed in a way that can be delivered on demand. Our staff can now experience training tailored to their individual roles and our clients can receive guided help round the clock! Review collected by and hosted on G2.com.

What do you dislike?

The editor can be slow to work in - but I do have an incredible amount of content housed in it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Have patience, take the time to ensure you have a team ready to be dedicated to it, and plan carefully. I dedicated myself for three months to learning jQuery and how to use WalkMe, planning out exactly what my company needed in it, and developing this program. We self-implemented, which was a good decision for us, but may not be for everyone. Take the time to QA test accordingly, and always be prepared to continue your testing even after you launch. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our clients often experience turn over and training is costly. They can also forget how to perform actions within the software, and WalkMe allows us to provide guided tutorials at any time to bring them back up to speed - without requiring them to enter support tickets. It's also allowing us to train our staff internally without having to make them sit and watch videos all day - getting them some quality time in the software, and getting them up to speed much faster than ever before. Review collected by and hosted on G2.com.

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Chief Operations Officer
Transportation/Trucking/Railroad
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I really like how many options I have to prevent my staff from making mistakes as they learn how to use our software. In my industry of non emergency medical transportation and paratransit small mistakes can be very serious and expensive. Knowing the common mistakes and being able to prevent them during training is invaluable. Cant put a price tag on that. Review collected by and hosted on G2.com.

What do you dislike?

I honestly dont have anything I dislike. I havent come across a function I need that I have not been able to achieve somehow. Great and thorough staff and support. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Just do it. It is so much easier to train your employees with this tool. They feel more empowered to have on screen guidance than they do with a manual or flyer. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I bought a company beginning of the year to merge with my current operation and we had no time to train everyone and get everyone familiar with the new policies and procedures with the newer operation we were merging with. As an on demand transportation group we operate 24/7 and can never just close to train up the staff so WalkMe helped me train the employees but also prevent them from making common mistakes. Like I said no price tag on that when any mistake can lead to a costly lawsuit. Review collected by and hosted on G2.com.

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Support
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Walkme is great at guiding users through simple processes, teaching them along the way. It also has a good popup system for getting the word out to many users. Review collected by and hosted on G2.com.

What do you dislike?

I have had bad experiences with the support, and now expect issues to take a lot longer to resolve than they should. Changes "Improvements" to the system have not always been purely positive, removing some basic functionality that was previously there and very useful. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use Walkme to reduce the load on our support staff. It has made a small impact but has a way to go. Review collected by and hosted on G2.com.

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Managing Partner
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Walkme has allowed us to almost entirely eliminate the need for live training. Our system is specialized and can be complex, yet we now have most clients onboard completely on their own with no training. Review collected by and hosted on G2.com.

What do you dislike?

It becomes a bit difficult to manage active content when you reach a certain level of use. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

User training/onboarding is the biggest benefit to us - however, we have also benefited using Walkme to notify users of new features and to leave rewards in target places throughout the application. Review collected by and hosted on G2.com.

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Managing Director
Management Consulting
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I like the complete WalkMe package. The versatility, flexibility and immediacy of being able to guide, support and help users as and when they need this help is the most important. The variety of features, which at first looks confusing, ensures that you can engage with users in a way that suits their needs best. The insights and visions is also very powerful to aid understanding of user queries and help to provide support to use. Review collected by and hosted on G2.com.

What do you dislike?

Lack of information regarding WalkMe for Coupa in either the community forum, university or knowledge base. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The experience of working with WalkMe has been a very positive one. The knowledge, support and dedication of the WalkMe employees has been being critical to the success of our Go-live and the fact that you helped us to achieve our target in a very short timeframe was a huge credit to our account manager, the CSM, the professional services lead and all the WalkMe team in the background. I recommend reaching out to the CSM to support you in developing your use cases and building the plan as well as buying professional service support initially to develop the initial WalkMe interactions. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are looking to reduce the number of queries and support tickets raised and improve efficiency and productivity Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

WalkMe is very intuitive tool, especially with new Smart Walk Through feature - it is easier to build and control what will be happening depending on user actions.

Also, it's very customizable, so you'll be able to align it to your site/app to the extent that user would feel like it is 100% part of it. Review collected by and hosted on G2.com.

What do you dislike?

Apart for some of the features I kindly requested and that are taken into consideration and some being implemented, I'd really like to see huge improvement on data insight.

The price can be a challenge, especially for startups. Some packages for them would be great to have! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

WalkMe is deservingly considered as leader in this segment. You should give it a try even if you use competing products (there is limited free trial option).

The insight into new features coming up prove to me that it is well developed service with cool new features coming regularly over time. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to speed up onboarding of our customers which results in increased trial to paid user ratio. Review collected by and hosted on G2.com.

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Response from Brittany Rolfe Hillard of WalkMe

Thank you for taking the time to write this review, Milan. It’s wonderful to hear you have found our Digital Adoption Platform to be so useful -- and customizable -- for your organization. Always feel free to share your ideas/vision for the product in our Customer Community, and we’ll do our best to incorporate them into our roadmap. I’m sure you’re already well aware, but WalkMe has made significant strides over the past few months to improve our data & analytics capabilities within WalkMe Insights. If you’d like to learn me more about these features, please email the WalkMe Community at community@walkme.com. Thanks again, Milan!

AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The core walk me to provide client walkthrus are a great way to train end clients and their employees. This has significantly reduced some of our training that we have to do when a new client person replaces previous one.

It is fairly easy to use but does require a bit of technical mindset. Review collected by and hosted on G2.com.

What do you dislike?

There were some other features they released which did not work as advertised. The big one was their NPS tool which we launched and did not get any results from.

Their CSM support/training isnt the greatest we have experienced. It has been hard to get hold of a person to give a referesher. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is a bit of learning curve and sometimes you need a refresher after 2-3 months when you discover additional features you want to implement Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It has reduced our training times for the client and their end users who we generally do not get a chance to talk to Review collected by and hosted on G2.com.

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AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I like all the different features WalkMe offers. It allows you to build to fit your software. Their communication and helpfulness also makes working with the very pleasurable. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes things you've built will randomly stop working. This is typical with any software but it can be a little annoying. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

WalkMe is allowing my business to train customers without tying up resources. The Implementation Specialist can handle more customers because they don't have to setup lengthy calls and trainings to get customers using the software. It is also a helpful Support tool as it offers 24 hour online guidance. Review collected by and hosted on G2.com.

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Senior Product Management
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Ability to use the Bot to help determine Portal User Persona and then launch Walk Thru and Tutorials based on the user's persona and the required task they need to complete Review collected by and hosted on G2.com.

What do you dislike?

The limitation imposed on Colour scheme customization and window sizing, we find it hard to match the colour of the Bot and Walk Thru menus. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Increase the flexibility of Bots, this is something I find that has potentials as an executive sponsor within our Company Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Enabling our Portal Users better self navigate to complete whatever task they are striving too. Review collected by and hosted on G2.com.

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CEO
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

the tool ha almost all of it. starting from simple onboarding for our clients (SMBs) to internal use of our most tough softwares (sorry salesforce!). Review collected by and hosted on G2.com.

What do you dislike?

I couldnt sign up in the beginning since we thought its for enterprise only/ Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

onboarding new clients, onboarding new employees, digital transformation, change management, and also UX of our self CRM Review collected by and hosted on G2.com.

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II
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Onboarding process, especially getting started, is robust and has improved immensely in the last year or two. Review collected by and hosted on G2.com.

What do you dislike?

WalkMe isn't a perfect fit with our application and needs quite a bit of fine-tuning to make it work well. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Ask questions. Make sure it works well with your platform. Completely understand how much WalkMe will help you support and customize after you are done with the initial training period. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

WalkMe has helped us guide users how to use our application and helps reinforce some commonly used functions in our software. Review collected by and hosted on G2.com.

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AT
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

What I love best about Walkme is how easy it is to create fun and interactive ways for your users to onboard for your software! Customer response is great and we are seeing a lot of improvement from our onboarding. Review collected by and hosted on G2.com.

What do you dislike?

It does take a lot of time to get spun up from a content creation side. Once you have a dedicated employee able to create shoutouts and pop-ups it gets easier. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Onboarding was one of the easiest and we also use it for customer service funneling. Review collected by and hosted on G2.com.

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AE
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

WalkMe is such a flexible platform - from producing WalkMe content with ease to targeting content to a specific customer base - WalkMe has the door to help you with your onboarding, retention, and learning needs. You just have to decide to go through the door to take advantage of the offerings. The entire WalkMe package: the editor, my CSM (Kate Frasca is amazing), Customer Support, and the collaborative WalkMe Community truly provides a positive experience. Everyone wants you to be successful.

WalkMe is truly customer focused and innovative. The enhanced and new features allows me to support our customers in ways that work best for our business. I can be creative and strategic with the amazing Smart WalkThrus and the Onboarding apps. WalkMe makes it easier for our customers to complete the tasks at the moment they need it…there’s no delay to their workflow. Review collected by and hosted on G2.com.

What do you dislike?

There is not much to dislike. WalkMe is a great product, and the support we receive from our CSM is truly wonderful. But, if there is one area that could use a bit more attention - it would be WalkMe University. The LMS was a bit wonky to navigate in and the course offerings seemed long and disjointed. Without our CSM, I know we wouldn’t be as successful with implementing WalkMe. But, I wish I didn’t need to have our CSM supplement the content in WalkMe University. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Offer new feature announcement for existing customers.

Automate onboarding process for new customers and trial customers.

Develop a centralized, consistent, and streamlined integrated support experience across our product portfolio,

Remind current customers of existing features they may not be using to help with retention.

Provide micro learning for current customers and internal teams.

Address repetitive calls on common topics, such as, “resetting passwords” or “printing reports” allowing us to deflect support calls and tickets.

Reduce churn amongst our free trial users to help increase conversion. Review collected by and hosted on G2.com.

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Product Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

WalkMe has helped out our customer service onboarding become so much easier even after we grow. The custom integration has been very easy to work with! Review collected by and hosted on G2.com.

What do you dislike?

The sheer amount of options can be overwhelming but once you're knowledgable about it it can become easier. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure you have a dedicated person onsite that can devote time to implementing. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer Service ticketing, Onboarding, and continuous customer training. Review collected by and hosted on G2.com.

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AP
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Non-technical users can pick it up right away. The onboarding is great as it pushes you to understand the in's and out's. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes the customer support scheduled calls are a little too much but that could be because of the nature of our business. We can't let WalkMe have access to our environment. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is the one to use. The company has their stuff together. Digital adoption with in your company is key with any product and WalkMe has made it apart of their service to support your staff. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Reducing errors for wrong or incomplete data entry. Reducing customer service call times. Review collected by and hosted on G2.com.

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AI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The features make sense. There is a bit of a learning curve, but the editor is fairly-easily mastered. IT is powerful and flexible and intuitive. Review collected by and hosted on G2.com.

What do you dislike?

Segmentation for the Publish process could be improved and the new Tracking feature needs to be better fleshed out. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

User onboarding and in-app, contextually sensitive answers. It has helped us automate repetitive tasks. Review collected by and hosted on G2.com.

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Software Specialist
Human Resources
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I like the walkthroughs because they guide clients step by step from the steps that we had created. Review collected by and hosted on G2.com.

What do you dislike?

Setting up walkthroughs through the WalkMe builder can be clunky--sometimes we have to restart or find workarounds, however, for the most part, this is the least of my concerns. The other item is that the software has a hard time finding elements on our software in which we have to make special rules for smarttips and walkthroughs to work as you would expect. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Client training and knowledge base. Review collected by and hosted on G2.com.

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Training & Development Manager/ Technical Writer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

I like our WalkMe team the best. They have taken the time to assist us with our launch and deployment of WalkMe. WalkMe continues to help solve our user's issues. The more I learn about all that WalkMe can do, I am thrilled that we partnered with WalkMe. Best investment for our department in 2018. Review collected by and hosted on G2.com.

What do you dislike?

I am going to be very honest here, NOTHING. I only wish we would have partnered with WalkMe earlier. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Engagement, our travelers are staying int the tool and completing their bookings . Decreasing support tickets for all. Because the travelers have the help tool right there, our support tickets are decreasing significantly. Review collected by and hosted on G2.com.

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