WalkMe: a Great Way to Improve the User Experience and Harvest Business Benefits?

Issue: how do I do this online?

Travel is an essential part of my life as a management consultant and business advisor. Occasionally, whilst I am on my travels I get  a call from either my wife or children asking me for help on getting some task done on the web.  During these remote conversations I tend to be gripped by a sense of frustration and futility. Why? Because I get that the most effective way to help them, and not get another call, is to be by their sides guiding them through the job they want to get done online.

Solution: WalkMe?

This week I came across WalkMe and spoke with their Head of Marketing, Boaz Amidor. He tells me that the founder of WalkMe found himself in the same boat – his mother needed the help again and again – and this is what led him to create WalkeMe.

What is WalkMe™? It is an “interactive self-guidance technology that guides prospects, customers, employees or partners through any Web experience.”  As I understand it, WalkMe it sits on top of your website and as such does NOT need any integration or changes with the underlying site.

Why use it? If you use it intelligently – focussing on the scenarios/tasks that matter – then WalkMe reduces your customers’ frustration of waiting for assistance, shortens the time it takes for support personnel to handle an incoming request and strengthens your company’s support reputation. It also occurs to me that this technology can improve sales conversion as not all customers who want to buy from you call support when they cannot buy from you – some go elsewhere, I do!

How does it work?  “Through a series of interactive tip balloons overlaid on the screen, tasks are broken down into short, step-by-step guided instructions, which help customers act, react and progress during their online experience.  As a result, customer support managers can empower their customers to self-task successfully even through the most complex processes.”

You can get an introduction to WalkMe by taking a look at a short demo video: http://vimeo.com/48888010

And , you can learn more about WalkMe and even try it for free. Check out www.walkme.com

What can you expect from the WalkMe team?  Boaz Amidor told me that their customer support team is not called the customer support team, nor the customer services team.  It is called the Customer Success team. Why?  Because “The philosophy here is to make sure that our team is committed to the success of the customer. WalkMe brings the value and our team is here to ensure the success.”  I say that this resonates with my idea of service.

About WalkMe

WalkMe was founded in 2011, has offices in San Francisco and Tel Aviv.  It is funded by  Mangrove Capital Partners, Giza Venture Capital and Gemini Funds.

WalkMe recently WON the Red Herring Top 100 Award.  Alex Vieux, publisher and CEO of Red Herring, said the following regarding WalkMe’s win: “We looked at hundreds and hundreds of candidates from all across the continent, and after much thought and debate, narrowed the list down to the Top 100 Winners. Each year, the competition gets tougher but we believe WalkMe demonstrates the vision, drive and innovation that define a Red Herring winner.”

WalkMe has been included in the list of “Cool Vendors” in the “Cool Vendors” in the CRM Customer Service and Social 2013″ by Gartner.

You Should Know

I am not a fan of complex technology, I have grappled with it (MIS, ERP, CRM, e-commerce) and it tends to be hard work to implement, and it rarely generates the promised benefits.

I am a fan of simple technologies that are easy to implement, simplify-enrich lives, and create value.  This is how WalkMe showed up for me this week and this is why I agreed to write this post.

I am not being paid, in any shape or form, for writing this post.  Or any other post that I have written to date. My commitment is to write from a context of service.

As with everything I write, I urge you to “try things out AND do your homework”.

Posted on May 2, 2013, in CRM, Customer Experience, Customer Service, Digital / Ecommerce, Marketing, Sales, Uncategorized and tagged , , , , , , , . Bookmark the permalink. 2 Comments.

  1. An interesting idea Maz, though I wonder isn’t it a bit of a sticking plaster? Would it not be better if a web site was so intuitive “WalkMe” was unnecessary?

    James

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    • Hello James
      You make a great point. A large part of what I have been doing over the last two years has been on exactly this area: helping companies to design it right so that the user finds it easy-natural to do what he/she has come to site for.

      Maz

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