What is WalkMe?
WalkMe is a comprehensive digital adoption platform (DAP) designed to facilitate the onboarding and engagement of both customers and employees through interactive in-app experiences. This platform aims to enhance the adoption and utilization of software applications, support digital transformation, and improve overall user experience.
Key Features and Functionality
Onboarding and Engagement
WalkMe offers several tools to create personalized onboarding experiences, including:
- Interactive Walkthroughs: Known as Smart Walk-Thrus, these are interactive product tours that provide step-by-step guidance to users, helping them navigate key product features.
- On-Screen Guidance: WalkMe provides on-screen tips, ShoutOuts, and other contextual guidance to assist users in real-time.
Analytics and Insights
The WalkMe Insights platform is a core component of the service, offering robust analytics features such as:
- User Journey Analytics: Allows for funnel and path analysis to identify friction points and drop-offs in the user journey.
- Guidance Analytics: Measures and analyzes the performance of in-app experiences and onboarding flows.
- Session Recordings: Enables the viewing and analysis of exact user action sequences to diagnose usability issues.
- Custom Reports: Users can customize reports to gain nuanced insights into user behavior.
- AI Predictive Analytics: Uses historical user data to predict future user behavior, helping in anticipating and addressing potential issues like user churn.
Product Usage and Workflow Optimization
WalkMe provides detailed insights into product usage and workflow efficiency:
- Product Usage Analytics: Offers visibility into software usage patterns, helping in gauging software adoption, detecting shadow IT, and optimizing the tech stack for better ROI.
- Workflow Analytics: Identifies friction points in workflows to improve efficiency across multiple applications and users.
- Form Analytics: Diagnoses inefficiencies in forms and questionnaires, with AI-driven recommendations to optimize forms and increase completion rates.
Automation and Self-Service Support
The platform includes automation and self-service support features:
- Workflow Automation: Streamlines repetitive and routine tasks to enhance employee productivity.
- ActionBot: A chatbot feature that provides answers to FAQs, suggests relevant self-serve resources, and responds to common user requests.
- WalkMe Menu Player: A help center widget that embeds video and text resources for easy access by users.
Cross-Platform Support
WalkMe supports various platforms, ensuring a seamless user experience across different devices:
- Web Applications: WalkMe’s player overlays interactive components on web applications.
- Desktop Applications: Through Workstation, WalkMe provides on-screen contextual guidance for desktop applications and native desktop processes.
- Mobile Applications: WalkMe Mobile supports native and hybrid mobile applications on iOS and Android devices.
Customization and Security
The platform offers:
- Custom Variables and User Identifiers: Allows tracking of end users by specific HTML elements, variables, or cookies.
- Adaptive Element Recognition: Ensures that WalkMe content adapts to changes in the underlying application.
- Platform & Admin: Maintains control and adheres to the highest security and privacy standards.
Training and Support
WalkMe also provides training and certification programs through its Digital Adoption Institute, helping users to fully leverage the platform’s features and optimize their digital adoption strategies.
In summary, WalkMe is a powerful tool that enhances digital adoption by providing interactive onboarding, comprehensive analytics, workflow optimization, automation, and robust self-service support, all while ensuring cross-platform compatibility and high security standards.