What is WalkMe™?
WalkMe – the Enterprise Class Guidance and Engagement Platform – drives users to action as they use software or websites. WalkMe™ is used by Enterprises from a wide range of industries and verticals to increase sales and conversion rates, boost UX, reduce support costs, and improve employee productivity. Comprehensive step-by-step guidance is delivered through a sequence of tip balloons without requiring the user to leave the screen, watch video tutorials, or read tedious manuals or FAQ pages.
The WalkMe context-intelligent algorithm ensures that the right people receive the right guidance at the right time. WalkMe specific to each user’s role, tasks, actions and device. WalkMe accurately adapts to any screen size and resolution. All of this is accomplished without any changes or integration to the underlying software. Using WalkMe does not require download.
As a pure software-as-a-service (SaaS) company, WalkMe offers a secure (ISO 27001 Certification), reliable, and scalable platform that will not affect site performance. All WalkMe servers, databases, and storage are located in a top tier and secure cloud network. In order to provide customers with the greatest flexibility, WalkMe utilizes Amazon Web Services (AWS).
WalkMe Solutions Architecture
WalkMe includes three modules:
- WalkMe Editor: The back-end where your WalkMe admin will create, edit, and publish WalkMe Apps
- WalkMe Player: The front-end where your users will access WalkMe Apps
- WalkMe Analytics: A powerful tool for making sense of how your end-users are experiencing your WalkMe Apps
Selected Apps from the WalkMe Platform
Walk-Thrus – Step-by-step guidance through a process from beginning to end through interactive tip balloons overlaid on the user’s screen
- Articles and Video Resources – Support resources integrated directly into the WalkMe Player Menu
- Shuttles – Direct links to another page on your website or relevant resource
- ShoutOuts – Featured text that draws your user’s attention to an important message or announcement
- Launchers – Quick-start buttons for other Apps that can be placed strategically on your site to increase engagement or anticipate user support needs
- Onboarding – Checklist of tasks as part of a training process to complete appearing to your user in the WalkMe Player Menu
- Additional functionality includes Search Provider Integration, Help Desk Integration, and Live Chat Integration
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 your 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.
To publish WalkMe items you create, just insert a single line of code to your site or software host server (similar to the process for including Google Analytics), and that’s it! Walk-Thrus are hosted on Amazon CloudFront servers for maximum security, speed and up-time; but for clients who require it, a self-hosted option is also available.
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 accessed 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 this insight 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.
With WalkMe, you can instantly enhance the usability of your website or Software as a Service (SaaS), dramatically improve task completion and end-user satisfaction levels, reduce help-desk service requests, and decrease training and onboarding time.