WalkMe is honored that TMC, a global, integrated media company and publisher of Customer Magazine, has awarded the WalkMe™ Guidance and Engagement Platform the 2014 Contact Center Technology Award.
The Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.
“Congratulations to WalkMe™ for receiving a 2014 Communications Solutions Product of the Year Award,” said Rich Tehrani, Editor-in-Chief of TMC. “WalkMe is committed to ever-improving customer care with innovative technology. We look forward to their continued success.”
WalkMe™ – the Enterprise Class Guidance and Engagement Platform – provides a cloud-based platform which enables any business to simplify the customer online experience and eliminate confusion on their website or software. Comprehensive step-by-step guidance is delivered at the moment of need, without requiring the user to leave the screen, watch video tutorials or read tedious manuals or FAQ pages – or to request customer service assistance.
WalkMe™ helps customer service managers to dramatically increase self-service adoption, reduce incoming contact center support requests, shorten handling times and more effectively manage customer care across all channels. Overall, WalkMe helps to ensure customers have a simple, smooth and burden-free online experience, eliminating customer confusion and frustration.
Internally, WalkMe simplifies CRM software usage, in providing direct step-by-step guidance at the moment of need, so that contact center emplloyees can work efficiently and successfully. WalkMe removes the barriers of entry from other CRM systems, and increases agent productivity while lowering helpdesk requests, and reducing onboarding and training time and costs.
Self-Service Adoption Realized
While businesses have long recognized the value of online self-service, they’ve struggled to find ways to boost user self-service adoption. WalkMe™ helps make self-service attractive and simple. It empowers users to self-task successfully through any process. Companies can provide real-time guidance onscreen, through an enhanced design to make guidance and engagement attractive & approachable.
WalkMe™ also enables businesses to boost online customer experience, by providing a personalized experience that caters to a customer’s needs. Customers will be able to proceed on your site with confidence and ease. As a result, customer confusion is eliminated and replaced by a satisfying, lasting impression which will encourage them to return in the future.
Customers, as a result, feel more confident to proceed without confusion or frustration online. Therefore, WalkMe not only helps to make customer care more easy and satisfying for customers, it also boost call center efficiency, while lowering customer service costs.
WalkMe™ is able to treat customer pain before it starts, resulting in lower customer service requests and costs, as well as churn rates. Customer service representatives are freed to focus less on technical “how to” questions and more on complex matters. Customers will also not have to deal with the frustration of long handling times, waiting for assistance. If customers do turn to the contact center for help, WalkMe™ provides an indispensable tool for efficient omni-channel support, allowing business to respond to customer requests across any channel quickly and easily, and to have ready the guidance customers need right away.
WalkMe™ is used by Enterprises from a wide range of industries and verticals – including Adobe, Cisco, Citrix, Stanley Black&Decker, US Foods, Bank of Montreal and Kimberly-Clark – to increase sales and conversion rates, boost UX, reduce support costs, and improve employee productivity. WalkMe™’s human-like algorithm delivers contextual guidance, so that the right customers receive the right guidance – specific to each customer’s role, tasks, actions and device.
WalkMe™ has received wide industry recognition and acclaim- “Cool Vendor” by Gartner, Red Herring Top 100 Award, “Top Apps That Will Change Your Business” by CIO Magazine, Customer Magazine’s Communications Solutions Product of the Year Award, Silicon Valley’s TiE50 Award, “Hottest Companies in San Francisco” award and more. It was recently named a Finalist in the 2014 CRM Idol competition. For more information, visit www.WalkMe.com.
About Customer Magazine:
Since 1982, CUSTOMER magazine has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMERstrives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.