Driving users to action: WalkMe

A game-changing platform that instantly simplifies the online user experience.’

WalkMe™ is an Enterprise-Class Online Guidance and Engagement platform designed to help businesses to eliminate online confusion, while at the same time raise efficiency and reduce costs.  Think of it like a GPS, but instead of giving driving directions, WalkMe™ guides users every step of the way to successfully complete their online tasks.

Through a series of interactive tip balloons overlaid on the screen, tasks are broken down into short, step-by-step guided instructions. These balloons help users act, react and progress through their online experience. WalkMe™ eliminates guesswork, as well the frustration of following video tutorials or digging through tedious Q&A pages.

WalkMe™ focuses on solving the needs that are specific to customers and strives to deliver technology that helps them be more effective and efficient. For example, WalkMe works with customer service managers to help increase self-service adoption and reduce incoming service requests, thus freeing them to focus their efforts on more critical and difficult customer care concerns.

Customers use WalkMe™ to increase conversion rates, reduce customer service costs, increase self-service adoption, accelerate training and improve customer experience. WalkMe™ has received wide industry recognition and acclaim. Some of them include “Cool Vendor” by Gartner, Red Herring Top 100 Award, “Top Apps That Will Change Your Business” by CIO Magazine, and more.

WalkMe Inc. was founded in 2011, and in April 2012 launched the product WalkMe. Their headquarters in San Francisco, California, and the company is backed by Mangrove Capital Partners, Giza Venture Capital, Gemini Funds and ScaleVP.

WalkMe Modules

Creating Walk-Thrus: The WalkMe Editor

The WalkMe Editor is an easy-to-use tool for creating, editing, publishing, and managing your WalkMe Apps. You can control the content, design, placement, and functionality of each step of your on-screen guidance. Best of all, it requires no technical expertise and can be done in seconds.

The WalkMe Editor is a Firefox browser plug-in that will appear as a sidebar on your screen. To begin creating a Walk-Thru, just bring up your target website or HTML program in your main browser window, select the element on the page to which you would like to anchor your balloon for each step, type title text in the balloon, and choose a trigger. It’s just that simple.

There are countless ways to customize WalkMe to your site. Modify a Walk-Thru step balloon color, font, and design to match the look of your website; add a video, image, or hyperlink. Change the end-user player display including position and text. Further configure your Walk-Thru appearance and behavior and set rules to define the conditions under which WalkMe Apps will or will not play. Use Super Steps to configure your Walk-Thru to be responsive to your user’s behavior, including branches to different paths after an action has been completed.

Even if your site’s UI changes, WalkMe will still work. The WalkMe Element Identification Algorithm analyzes and ‘records’ the individual elements within your HTML pages – such as buttons and text fields – while disregarding any parameters that may vary for individual users, including element location or screen display resolution. You can also fine-tune this algorithm in Precision. This will ensure that your Walk-Thrus always appear and function exactly as you specified.

Playing Walk-Thrus: The WalkMe Player Menu

After WalkMe Apps have been created and published, they will show up on your site to you end user. The Player Menu is accessible via the WalkMe widget, a discrete button positioned in the corner of your browser screen (customizable to your preferences). Clicking on this widget opens the Player Menu, which allows users to view and search through a list of available Walk-Thrus. When a Walk-Thru is selected, it will immediately launch step-by-step guidance seamlessly overlaid on your site.

In addition to accessing Walk-Thrus through the Player Menu, you can enable Walk-Thrus to launch via a quickstart button called a Launcher, a site announcement called a ShoutOut, an Onboarding checklist, or to play automatically.

Users can access the WalkMe Player Menu using most modern browsers including Internet Explorer, Google Chrome, Mozilla Firefox, or Apple Safari. Without any software download or installation, users can access WalkMe in real-time as a SaaS application along with the target website or HTML program.

Analyzing Walk-Thrus: WalkMe Analytics

WalkMe Analytics is a powerful tool for making sense of how your end-users are experiencing your Walk-Thrus.

Once you have set up your Walk-Thus and published them on your site, WalkMe Analytics will begin to gather data. Get detailed information on Walk-Thru utilization, drop-off rates, and success rates. See total unique visits to your site, widget opens, Goals completed, searches performed, Launchers clicked, and more. This rich data helps you to identify issues within your website or software UI, isolating problematic or confusing steps within different processes. Using these insights enables you to fine-tune your Walk-Thrus to match users’ needs and optimize your site’s usability.

WalkMe Analytics can be accessed via the WalkMe Editor or directly through any web browser. Data can be viewed in either numerical or graphical format.

ClientSpeak
“WalkMe for Salesforce has helped us increase adoption for our global deployment.” – Peter Lynch, VP of Global Operations & Technology at Western Union.

“We also added the WalkMe application, which literally shows you how to use any feature in the system. This makes it easy to customize the e-Newsletter to target your specific market.” – Barry Friedman, CEO, HomeActions.

Meet the Master

Dan Adika, CEO: Prior to co-founding WalkMe, Dan was a software engineer at HP. Before that, Dan completed (with honors), a 5-year tenure in the Army’s elite computing and cyber unit. Dan leads WalkMe’s expansion in global markets.

“WalkMe drives users to action by highlighting new features and recommending relevant high-value offerings.”