One of the best things about WalkMe is that there's always another way to do something. This is also one of the worst things about WalkMe... Here's a quick example:

Most WalkMe customers really underestimate the power of WalkMe. They think they're buying an easy-to-use platform for putting balloons on the page:

Click Here for Help! Step 1, Step 2, Step 3.

Yeah, we can do that.. But we can also do 30 other things in 100 different ways.

Take a simple example.

Client says: "I want my in-app help menu to have a link to my internal helpdesk. That way, if users can't find what they need, instead of emailing, I can direct them to a submit form."

Cool, no problem! Let's use the native "Help desk integration" menu config at the bottom of the menu.  (see attached graphic).

2 minutes, done. 

Or... We could use a Shuttle and just open your help desk in a new tab. That gives us something easy to measure in the analytics platform without having to setup that click as a separate Tracked Event. Also, we can also add keywords to the Shuttle it in case it's the "option of last resort" for certain requests.

Actually, wait a minute... Are there specific kinds of help desk tickets you'd like to automate? Certain processes people are likely to run into which can cause need for tickets? We can automate capturing data from the screen, store it in WalkMe Data, then automate the form entry. Now that would be cool.  

(When people see WalkMe automatically go CLICK, CLICK, CLICK, PASTE, PASTE, PASTE, they love it)

Actually, hang on.. Why don't we root cause those process issues and address them with WalkMe and/or system changes?

Which makes me think of something else. Does your Helpdesk system (ServiceNow, Zendesk, whatever) link back to WalkMe somehow? It should.  That way if someone is trying to enter a ticket directly in there, maybe we reference them back to the self-service we've built?  We could do that with WalkMe, you know.

OK, last thing, I hesitate to even bring this up...  All this ties back into the overall employee / application onboarding strategy. I mean, are we getting help desk tickets because we're not very well taking people through what the processes need to be? Are we measuring whether or not employees are doing what we expect?

We should probably implement WalkMe Desktop so the onboarding is standardized and at the desktop-level, they don't even have to go into the app.

OK, I'm going to stop now.

With WalkMe, there's always another way of doing something. 

If your WalkMe consultant stops at the step 1 easy link, you're missing out on value.

If they demo all the possible options and permutations right off the bat, your head can explode.

You want them to ask enough questions to really figure out where the friction lies and how best to address it. Then the right options will unfold.  Based on that you can develop a roadmap for a deeper or broader way of solving the problem.