WalkMe Review

We can develop user assistance directly without redirecting users, but it requires clean code with unique UI element IDs so the walk-thru's can grab UI elements correctly.


Valuable Features

WalkMe gives us the ability to develop user assistance directly in our software, without redirecting users to online content or videos. Users can learn while they complete actual tasks.

Improvements to My Organization

We can devote more time to developing conceptual elearning and best practices because WalkMe supports teaching users system navigation.

Room for Improvement

You need clean code with unique UI element IDs in your product so the walk-thru's can grab UI elements correctly. Ensuring that the walk-thru's work from beginning to end depends on users following each step and not clicking away from your developed path.

Use of Solution

3 years

Deployment Issues

No, WalkMe is very easy to deploy after you embed the required test and production snippets in the code.

Stability Issues

No, downtime has been minimal. I think we've encountered problems only once following a WalkMe release, and it was resolved within a couple of hours.

Scalability Issues

No, we use it in a number of products with numerous walk-thrus with no issues.

Customer Service and Technical Support

Customer Service:

Excellent. Our reps are very responsive and work with us to configure walk-thrus in many different ways to present the information that we need for users.

Technical Support:

Excellent via email and working with support, but as a technical writer, I wish the online help content was better. It covers the basics but doesn't explain complex scenarios with which advanced users need assistance.

Previous Solutions

No, this is the only solution of its kind that we've used, though it has replaced e-learning.

Initial Setup

Straightforward. The tool gets more complex when you develop more complex user scenarios using it, but overall it's a very basic tool.

Implementation Team

We implemented through a vendor team, and their level of expertise has been great.

ROI

WalkMe is not an inexpensive tool, so it should be implemented broadly to make the investment worthwhile.

Pricing, Setup Cost and Licensing

Consider that WalkMe is an expensive tool and you should put it to use in multiple areas of your website or application to make the investment worthwhile. WalkMe is flexible with licensing terms.

Other Solutions Considered

No others evaluated. WalkMe has the full set of features that we need and has provided customization where we need it.

Other Advice

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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