You've decided to implement WalkMe.  Congratulations - this is one of the best decisions you can make in achieving lasting, time-saving, money-saving, and employee sanity-saving change.  But wait... now you have some things to think about. 

I have been working with the WalkMe Digital Adoption Platform on a regular basis since 2019.  As a customer, I have performed all aspects end-to-end from setting up systems, building WalkMe content, expanding to new systems, presenting to Sr. Leadership, etc.

And as a WalkMe partner and solo consultant, I’ve helped numerous other companies get their WalkMe content developed, and their operations stood up. 

I'll be posting each "Top 10" mistake and how you can avoid them on the blog. Be sure to check out each so you aren't a repeat offender! 

Unfortunately, several of the same mistakes keep reappearing across companies.  It doesn’t matter whether WalkMe is on a single B2B SaaS application or whether it’s on a 1000-user Salesforce.

Mistake #1: Technical Setup – Not Leveraging Correct Support Channels

When WalkMe is first setup in an organization, there are going to be hiccups, challenges, support requests.  This does not necessarily mean there’s an issue with the product.  It’s just the nature of the project.

As customers and WalkMe start to work together to overcome these challenges, one of the biggest mistakes I see is incorrect use of support channels.

For example, customers will ping-pong something in email that’s very context-sensitive and would be faster to solve over screen share.

Or customers will post very basic questions to the community forum like “How do I get a walk-thru on the screen?”.  This makes it clear they haven’t gone through all the basic Digital Adoption Institute.

The good news (which is also the bad news) is there are MANY support channels:  Chat / Customer Success Manager (CSM) / Digital Adoption Consultant (DAC) Online Support Ticket / Forum / Account Executive (AE) / Support Knowledge Base / Partner

Here’s the process I recommend:

• Digital Adoption Institute – This is the fundamentals of what the software does.  If you’re building WalkMe, you need to first have gone through this.
• Support Articles – If I know there is a support article, I will search here.  However, I usually search from…
• Community Forum – Searching from here will search both Support articles and forum posts.  Other customers may have had the same question, had it asked and answered.  Or WalkMe may have made a “Tip Tuesday” video about it that explains the issue but that’s not included in a “Support Article”.
• If I have read everything I can, only at this point do I then reach out for help.
• If early in your deployment and you are actively working with an implementation partner, start with them.  They should have access to additional WalkMe internal knowledge base and a partner solution engineer.
• WalkMe Assistant – If you are sure that the technical fundamentals are setup correctly, but you have an issue related to element selection / positioning of the content, try WalkMe’s assistant.  This will send a request to WalkMe’s Deep UI team where it can be fixed.
• If it’s something else, create a support ticket, being sure to tell them what you’ve searched and tried so far.  If it is something that’s visual and screen-sensitive, push for a call rather than ping-ponging a ton of emails.

Finally, note that there is a process such that all your team’s tickets can be seen related to the same account.  This can often help when multiple folks are reporting issues. 

Next Steps:

I hope you found this helpful.

Do you currently see any of these in your organization?

Or does this make you think of anything you need to check on?

Any corrective actions to put in place?

Let’s talk about what’s going on and try to find the best way to address it:

Schedule your free WalkMe help session here.