Customer solutions

Customer Experience

Maximize customer satisfaction on their digital journeys while lowering cost of support overhead.

Empower and engage users.

Create an engaged customer base by increasing feature adoption and driving self-service support.

Increase customer satisfaction.

Improve the overall customer experience through flawless user journeys.

Boost your bottom line.

Maximize revenue through increased customer loyalty and reduced churn.

How it works

Prioritize digital customer journeys.

Reduce the burden of support services and encourage self-service with WalkMe’s Digital Adoption Platform.

The Challenge

Encourage digital self-service

No industry is exempt from the accelerated consumer shift to digital. With more digital customer interactions comes the growing expectation of digital self-service. When consumers don’t easily find the help they need, their loyalty is compromised, and they are at high risk of churning.

Benefits of customer retention on bottom line graph

IBM boosts conversion rate and retention rate with digital adoption strategy and WalkMe.

300%

improved product usage and retention

80%

revenue growth of digital offering

increase in product adoption

We were seeking ways to increase scalability of our support operations and drive adoption of critical banking functionality, without driving a software development cost – with WalkMe we achieved this

Sarah Cairns

Initiative Manager, BMO Financial Group

Encourage desired user behavior mobile image

Our solution

Increase customer engagement and loyalty.

Build seamless digital customer experiences that enable your customers to get the help they need, directly on your site or platform. Reduce burden of support through increased self-service, and, ultimately, grow revenue by boosting customer loyalty.

Discover more about WalkMe for customer experience.

Just how important is customer service in the new normal?

The service you offer your customers affects how they perceive your brand against the competition. Build the ultimate customer experience with WalkMe.

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Prove value to your customers immediately.

Help your customers understand what you can do for them—not by telling, but by showing them in real-time.

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How can you keep up with the changing needs of customers?

With greater disruption at every turn, learn how to remain agile and build innovative solutions for your dynamic customers.

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Frequently asked questions

How can a DAP lower support costs while improving the customer experience?

WalkMe encourages digital self-service by guiding customers through tasks directly on your site or platform, so fewer issues escalate to support. Satisfaction rises while support overhead falls.

Can customer-facing guidance be added without software development work?

Yes. WalkMe builds seamless experiences directly on your existing site or platform, so teams avoid new development cost. BMO Financial Group reported scaling support operations and driving adoption of banking functionality without a software development cost.

How does feature adoption connect to customer churn?

Customers who never discover a feature never value it, which raises churn risk. WalkMe increases feature adoption and drives self-service support, building an engaged customer base and reducing churn.

What product adoption results have enterprises reported?

IBM reported a 6X increase in product adoption and a 300% improvement in product usage and retention with WalkMe. It also reported 80% revenue growth of its digital offering.

How do you identify where customers struggle in a digital journey?

WalkMe surfaces friction points across the customer journey, showing where users get stuck or abandon a process. Teams then deploy targeted fixes where the data shows they are needed.