WalkMe – the Perfect Salesforce Support Solution

Business owners understand the value of having good customer support for all functions within their company. They also understand the limitless value of Salesforce to meet their CRM needs. Customer support staff interact with Salesforce for many reasons, and one major reason is to provide customer service. So, it’s inevitable that the two should come together. Salesforce has a great design, but no matter how well the design… it is a huge, complex and multifaceted program. It takes time and patience to master Salesforce. therefore, it should come as no surprise that questions will arise and  support will be required. In order to ensure that all procedures are handled properly, the employees that handle this system must be trained. You can go about this the old fashioned way and assign rigorous courses and assessments to your employees. You can hire specialists who can provide help for the support team. You can create a live help desk or online FAQ to assist customers who have issues with your service or product. What a waste of time, money and resources. There’s a better way to implement support for Salesforce, both for staff and customers. WalkMe ‘kills 2 birds with one stone. It is a powerful tool that helps train employees and it also provides customer self-service. Walkme was originally created for tutorials, but has expanded into a full training and self-guidance tool. It is an interactive and dynamic system that can be applied to any website. Walkme boasts a customizable UI that can duplicate the interface of other systems; it integrates the self-guidance application directly into the SaaS infrastructure. Once Walkme has been implemented into a website, it can control and monitor all the components of the SaaS design; in essence, it becomes aware of the host software as well as a user’s actions within the software. What does this all mean? Walkme enables “teaching while doing,” (which is one of the reasons it’s considered a cutting-edge tutorial system). WalkMe knows the layouts, patterns, custom forms, standard procedures and specialized reports that are present – and it knows when the user is doing things out of order – or wrong. When this happens, Walkme stops users from continuing and corrects them. Pop up balloons guide users; showing them how to proceed until the task is completed. Walkme’s customer self-help service sharpens skills, instills confidence in users and provides them with a deep understanding of the software. So what does this have to do with Salesforce? Walkme can be used as an application for Salesforce that help marketers and salesforce users learn the system in real-time, working while training. This ensures that no ‘fatal’ mistakes are made and no time is wasted. Walkme’s live interaction with Salesforce software and its ability to guide makes it perfect for integrated support. This effects the support agent and the customer. The best part about Walkme is that it’s a simple to program, using point and click design and scripting, so you don’t need any programming knowledge to make it run. The scripting system is very easy to pick up. Confusing steps and obscure procedures will be a thing of the past. The growing use of Salesforce and the growing need for good customer support pose a big challenge for companies. Luckily, Walkme provides the perfect Salesforce solution for both; support integration that trains employees while providing real-time customer service. Check out Walkme’s self-help guidance system and let me know what you think!  
Amanda is the Lead Author & Editor of Rainforce Blog. Amanda established the Rainforce blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Salesforce usage.