As businesses increasingly rely on digital tools, ensuring employees and customers can effectively use software is critical. While 89% of large corporations have a digital transformation underway, they have often only captured 31% of the expected revenue lift from the effort. This is frequently because complex applications come with steep learning curves, leading to low adoption rates, increased support tickets, and productivity bottlenecks.

WalkMe is a digital adoption platform (DAP) designed to solve these challenges by providing in-app guidance, automation, and real-time support. By overlaying interactive elements onto applications, The software helps users navigate software efficiently, reducing frustration and improving workflow efficiency.

In this guide, we'll explore what WalkMe is, how it works, its key features, benefits, and how businesses can measure its impact.

What is WalkMe?

WalkMe is a digital adoption platform that provides in-app guidance and automation to help employees and customers use software more effectively. It overlays interactive elements onto existing applications to reduce training time and improve software adoption rates.

By integrating directly into web-based and enterprise applications, the tool ensures users receive real-time assistance without leaving their workflow. The platform is widely used across industries for software adoption, process automation, and user analytics.

Who should use WalkMe

WalkMe serves enterprise and upper-mid-market organizations with complex software needs. Key user groups include:

• IT and Operations Leaders: Maximize technology ROI and reduce support burden

• HR and People Teams: Streamline onboarding and accelerate competency on HRIS platforms

• Revenue and Sales Teams: Improve CRM adoption and enforce sales processes

• Support and Success Teams: Drive feature adoption and reduce support tickets

How WalkMe works

WalkMe overlays interactive guidance on existing software to help users complete tasks efficiently.

The platform includes five core components:

• Walk-Thrus: Step-by-step guidance that helps users complete tasks within an application. These interactive walkthroughs eliminate guesswork by providing clear, sequential instructions tailored to specific workflows.

• SmartTips: Tooltips that provide relevant information when users hover over specific elements. They help users understand features or input fields without disrupting their workflow, reducing the need for external documentation.

• Launchers: Interactive buttons that trigger help content or automation. These can be strategically placed within an application to give users instant access to tutorials, FAQs, or automated actions.

• Automation: Streamlines repetitive processes, reducing manual effort. WalkMe can automate data entry, form submissions, and other routine tasks to minimize errors and save users time.

• Insights and analytics: Tracks user behavior to identify training gaps and optimize workflows. Businesses can leverage these insights to improve software usability, refine onboarding processes, and enhance overall user experience.

By combining these elements, the tool simplifies complex workflows and improves software usability.

Key features of WalkMe

WalkMe offers a robust set of features that help businesses optimize software adoption and user experience. Some of its most powerful capabilities include:

• No-code implementation: Allows businesses to create in-app guidance without requiring developers. This enables non-technical teams to quickly build and deploy digital adoption solutions without relying on IT resources.

• Step-by-step Walk-Thrus: Guides users through complex workflows with interactive prompts. These walkthroughs reduce confusion and ensure that users can complete tasks accurately without external assistance.

• SmartTips and pop-ups: Provides real-time assistance when users need additional information. They deliver contextual guidance exactly when users need it, helping to prevent mistakes and improve overall efficiency.

• Automation and AI-driven recommendations: Reduces manual tasks and suggests relevant actions. WalkMe's automation streamlines repetitive processes, allowing employees to focus on higher-value tasks.

• Self-service help center: Offers on-demand support without requiring users to leave the application. This feature reduces support ticket volume by giving users instant access to FAQs, tutorials, and troubleshooting resources.

• User behavior analytics: Monitors software usage and identifies areas for improvement. Insights from analytics help businesses refine training content, optimize workflows, and enhance user engagement.

• Integration with enterprise applications: Works with platforms like Salesforce, Workday, and SAP. WalkMe seamlessly embeds into these applications to enhance user experience and provide organization-wide digital adoption support.

The benefits of using WalkMe

WalkMe helps organizations enhance software adoption, streamline workflows, and improve overall efficiency. Here's how businesses benefit from using WalkMe:

Organizations typically see improvements in these key areas:

• Training efficiency: Faster onboarding and skill development

• Software ROI: Higher adoption rates and feature utilization

• Support costs: Reduced IT tickets through self-service

• Productivity: Streamlined workflows and fewer errors

• Decision-making: Data-driven insights into user behavior

1. Faster employee onboarding

Traditional onboarding programs can be time-consuming and ineffective, a sentiment reflected in research showing that only 2% of CHROs strongly agree their upskilling efforts are developing the skills employees need for the future. WalkMe accelerates the process by providing interactive, in-app training that allows new employees to learn software as they work.

2. Improved software adoption

Many organizations struggle with low adoption rates for enterprise applications, a significant issue given that large enterprises can spend more than $104 million on digital transformation on average. WalkMe ensures that users feel confident using new tools by guiding them through essential tasks and features.

3. Reduced IT support costs

IT and customer support teams often deal with repetitive software-related questions. WalkMe's self-service support reduces the need for help desk assistance by enabling users to solve problems independently.

4. Increased productivity

Employees can complete tasks more efficiently with WalkMe's automation and real-time guidance, eliminating time spent searching for help or making errors. Research shows the use of such advanced technologies is associated with 11.4 percent higher labor productivity in large firms.

5. Data-driven decision-making

WalkMe's analytics provide insights into user behavior, helping businesses optimize training programs and software processes.

WalkMe pricing

WalkMe does not offer public pricing information on its website. As an enterprise-focused solution, its pricing is customized based on several factors, including:

• The number of users who will access the guidance.

• The number of applications WalkMe will be integrated with.

• The specific features and level of support required.

Organizations must contact the WalkMe sales team directly to receive a custom quote tailored to their specific needs.

Why WalkMe matters for digital transformation

Digital adoption platforms like WalkMe are essential for helping employees navigate complex software and complete tasks efficiently. They address a critical part of digital transformation by making technology more accessible. However, guiding users through a workflow is only half the battle; the information within those workflows must also be trustworthy and accurate.

While DAPs guide actions, an AI Source of Truth like Guru powers decisions. Guru connects your company's sources into a trusted company brain.

Our Knowledge Agent delivers permission-aware answers through AI chat, search, and within other tools via MCP. This creates a trusted layer of truth that complements your DAP strategy. To see how Guru can complete your digital adoption approach, watch a demo.