Web self service has been a concept which many businesses and providers have shied away from in the past, because until fairly recently, it was a rather dicey and risky thing to try. In the past, self service online was fraught with problems, such as limited interactivity with web design, technical issues that could never be fully predicted and forecast, and of course the potential for exploits when the honor system had to be enacted.
Flash and other platforms helped a little, but reliable self service is still a bit of a pipe dream with platforms like this, due to their continued technical and interactivity limitations. Unfortunately, for a long time, there was no solution for this to make web self service a viable way to handle CRM and user interactivity.
That is, for a long time it was an issue, but a new system has arisen that solves these problems with gusto. Meet WalkMe, the all in one user interface, tutorial framework and CRM platform rolled into one unique, powerful and easy to implement web service.
WalkMe was originally designed with tutorial creation in mind, and as such, it is excellent for allowing users to learn a web service as they go. Since WalkMe is integrated as web assets in the page itself, it can be aware of the content around it, the patterns of user behavior, and help users to learn the service by accenting features, correcting mistakes, or guiding users in a GPS manner through procedures they are unfamiliar with. Its ability to branch logic and recall patterns also means that users will not be pestered with reminders they no longer need, which was one of the big issues with self service in the past.
When technical issues arise, or CRM issues arise, it can intelligently determine what the user is doing wrong, or survey the page it lives in and determine if there is a technical malfunction. A skilled implementer of WalkMe can program it to correct many problems automatically, but if not, it can relay instantly technical issues to the tech staff of a web service, without the user’s intervention being necessary.
It can also take metrics on how well-planned pages and services are but how much slow down or confusion a user is having, so that designers can modify and revise the layouts and procedures for future streamlining, again without pestering the user with questions or surveys.
The editor for WalkMe is incredibly simple, requiring no real programming knowledge, only a sense of aesthetics and logic, meaning that this is one self service system anyone could easily implement in their site with no real confusion or steep learning curve involved.
WalkMe handles the user guidance, troubleshooting and metrics for user experience simultaneously, while giving the page a level of interactivity and polish that is still mostly science fiction for other web SDKs out there, and the price is amazingly low for how powerful and intuitive it is.
This is a very unobtrusive platform, not requiring users to report errors, or read pesky FAQ pages or deal with help desks when they get stuck. It’s compatible with any platform, device, browser and bandwidth type available in modern tech industries, and it’s priced for anyone.
This system was designed with web self service solution in mind, not just for learning, but also for trouble shooting and streamlining experiences.