In my opinion, creating or updating support materials is a total nightmare! Almost every company I know had to create a knowledge base – basically, a manual of how to use their product. But I can almost guarantee no customer ever used it. For a customer, it’s easier to press the Contact Us link to ask a question, or just browse along to the next service in line.
During their early years, companies usually lack the resources to take customers by the hand and explain to them personally how everything works. And I don’t even want to talk about creating videos at a too-early stage, when the service constantly changes designs and features – nope, no manpower for that.
As a startup grows, the need for excellent customer support increases together with the customers' expectations for an excellent service. WalkMe makes sure those expectations are met.
WalkMe is a tool that lets you add walk-thrus that “walk” users through processes on your website or app – like registration, how to buy a product, or how to add payment – using arrows and text directions (like “click here,” “upload a photo of your item,” or “enter amount”). It enables users to figure things out on their own while considerably reducing customer dropout rates.
Creating a walkthrough with the plugin takes a few minutes; WalkMe has a simple “point and click” editor that doesn’t require any technical knowledge. The plugin gives you full control over the design, content, placement, and functionality of each walkthrough. WalkMe even has an analytics module that helps optimize and monitor user/process interactions.
When done, companies don’t need to make any changes to their site because the app sits as a layer on top of it. The walkthrough becomes available to the end user when he clicks on a process that was preconfigured for him by the company – and voilà, satisfaction.
“The purpose of WalkMe is to ensure that no customer gets left behind,” says Rafi Sweary, one of WalkMe’s cofounders. “The plugin is a lean backwards guided process that concentrates on what to do and where to do it.”
WalkMe was founded in 2011 and is backed by Mangrove Partners; they launched 2 months ago and already have hundreds of customers, including (in the near future) yours truly.
Guest author Haim Pekel is a marketer/entrepreneur and currently the Marketing Director of IQTELL.com, a GTD app that helps users to increase productivity by giving them a platform to organize to-do lists, complete tasks, and connect them to everything they do in one place. Haim also co-founded Retour à L'innocence, Vivre en harmonie avec soi, les autres, la nature magazine. Haim usually writes about startups, marketing, and productivity on Tech Cocktail and IQTELL’s blog. You can find him on IQTELL's Facebook, Twitter, LinkedIn an