WalkMe Revamps Customer Engagement Platform

WalkMe, a contextual UX and engagement platform provider, has updated its software for the first time since the original product launch in 2012. The upgraded features more than a hundred enhancements and new features including engagement optimization, contextual promotions, and advanced cross-selling capabilities.

The new version features an enhanced design to its editor, ensuring a simpler and easier to navigate user experience, so that companies can rapidly and effectively create the call-to-actions needed to guide and engage users, customers, partners and employees on any Web site or Web-based software.

The upgraded version brings high-level guidance and engagement through the following features:

  • Segmentation – Managers can define with whom to engage and in what language by segmenting the display.  Segment your users based on any criteria – location, role, language, among many others. Segmented display helps tailor the Walk-Thrus relevant for each user. For example, show only to new users or show to first time visitors only.
  • Onboarding – The WalkMe onboarding feature lets you create a list of tasks for your end user to complete as part of a training process on any software. Companies can automate the onboarding process by guiding new users through the essential introductory tasks. Measured by a progress bar, new users can receive the necessary training on their own time, while your company cuts costs and time.
  • Launchers - Launchers are icons located in strategic areas on a site that can either direct users to the WalkMe widget or automatically start a Walk-Thru. Launchers can create a strong call to action on difficult pages or complicated tasks, and will provide users with an easily visible and accessible way to receive the guidance they need to perform a process.
  • Widget - The widget is where a user can search and run a specific Walk-Thru. The widget can appear on any side of the screen and will contain a list of Walk-Thrus, content and tailored search engine results. The simple display in non-intrusive, but becomes an intuitive place where a user can search for help.
  • Content – This feature integrates existing support resources with the WalkMe widget. Managers can integrate videos and user guides using the Content feature to post videos and articles. As a result, users that are accustomed to a more traditional guidance experience have all the necessary tools at their fingertips.
  • Permalinks - A link that will automatically play a Walk-Thru, permalinks are extremely helpful when sent in a support email, through any chat service software or social media. Permalinks provide service and engagement managers with an indispensable tool for immediate, easy and efficient omnichannel support.
  • Auto Play – This feature, which automatically plays a Walk-Thru, allows managers to engage a target segment by automatically playing a Walk-Thru based on specific criteria. Managers can engage first time users of a software or website by giving them a brief tour and to display your features. Alternatively, it can be used for alerting customers for a user-specific reason, such as if a bill is close to being due, or for any other type of alert.
  • Live Chat Integration – Live Chat applications can leverage WalkMe so that common questions will be handled automatically, letting chat reps engage with more customers on key issues. 
  • Search - With connections to Google, Bing, Zendesk and Desk.com, the WalkMe Search Widget is able to scour all relevant documentation to assist your customers.

The new WalkMe version is available on any PC or mobile browser, and available as a free software upgrade for existing WalkMe customers.

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