WalkMe Digital Adoption Platform

We like that it's very customizable. We are able to apply our brand standards to WalkMe solutions so they look like they're native to the underlying application. Generally, building WalkMe solutions is straightforward. The editor has a simple interface that's easy to navigate and understand. My customer support manager is also fantastic. We meet regularly and he is very knowledgeable about WalkMe. He can support with day-to-day issues, but more importantly he understands the importance of having a DAP strategy and has good ideas about what our organization can do to be more successful. He also helps by quantifying our successes in terms of cost- and time-savings. He keeps me informed about upcoming product updates, training and seminars. This year I've also come to rely on the WalkMe Community. It's a great resource where WalkMe users can ask questions and find new and creative waves to build WalkMe solutions. I've had success using recommendations from this group of people. WalkMe also hosts a number of online demos, learning, training and seminars. There's a good variety of topics for beginners to experts, from builders to program managers, and usually the sessions are recorded so you can listen to them even if you can't attend in person.

It is easy to start working with it (at the beginning) The design is nice and modern Support is available

Easy to use - the ability to provide low effort, high impact solutions quickly and easily offers our business partners a reliable resource to drive adoption Ongoing innovation - WalkMe is forward thinking and consistently making their features even better Access to resources - no matter the ask, I am met back with a resource. If I need to present a business review, they spend time with me in working sessions to dive into our metrics. If I need to benchmark with other customers, they have a meeting scheduled. I can't recall a time I've asked for support in one way or another and they didn't come through. Professional Development - the more you share your success stories, more opportunity comes along to become a thought leader in the space - learn and share with others, and develop skills you might not have known you had (coming from someone who is not technical!)

Areas for improvement include, making invisible launchers cover an element reliably. When being used to block something, if the user resizes the screen, the launcher moves. Frequency for pop-ups is another issue - once, once a day and always are not ideal for defaults. Having one a week or month would remove the need for customization on our end. The new analytics console is also not as user friendly as the previous version. While it may be more feature-rich, the available reports are not the same as what we had previously and custom building reports takes a lot of time. It's also not as visually appealing and where I used to be able to take screen caps to show execs, having to hover over elements to see data makes it more difficult to do so now. From a contracting perspective the licensing model makes it prohibitive for application owners in our organization add WalkMe to their apps. It would be better if a license is not charged for the same user on each application they access with WalkMe or if getting to an enterprise-level agreement was easier.

What frustrates me the most is the lack of consistency, the solution is not very stable. We build something and one day it works, but fails the next. Plugins are not stable. We go back and forth with support, we fix something and it works, until the breaks again after a few days. SmartTips occasionally jump around the page. All of this makes using walke not enjoyable but it starts to frustrates.

There are times that the content is not consistent. Because it's not coded within the system, relying on on-screen elements, jquery, etc. can cause a delay in content appearing or appearing correctly. We use the Chrome extension which also requires that end users have their extensions updated, or we risk the content not appearing at all.