During Khoros Engage, I saw a Community that had pop-ups when you first access their Community to guide you on how to use it.
Schneider Electric Exchange - Community.exchange.se.com
Has anyone added something similar to their Community? If so, how did you add this?
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Hi Jamie we used WalkMe for our pop-ups. This basically requires a contract with WalkMe and then you can add the functionality in both stage and production so you can test it before implementing. The good thing about the functionality is you can customize it to specific pages/ page types in the community and have specific walkthroughs for various pages. We added it to our Home page, Profile page, Category pages and some content creation forms. It also provides back end metrics on member usage in the admin reporting which is useful.
You can see more on how we implemented it at https://community.esri.com/ and click on the blue info icon next to Community tips at the top of the right hand column.
Thanks for the conversation.
@elbranscomb it is awesome to know you are already using Walkme. We are hoping to deploy Walkme in 2022 so I may have questions. I will work to keep them to a minimum. We have seen amazing results with Walkme in our products and want to bring that to Community.
I just talked to Sales. We're scheduling a demo and gathering more information on Walkme next week.
I'm curious if it's easy to setup and manage in the Community. Also, can it be applied to more than one page? For example, can I have a separate walkthrough for forums, knowledge bases, blogs, case portal, and the home page?
Has anyone used a different company? I saw Pendo offers a similar option.
Did you select a platform and implment something @jamiemccardle
@mhock Did you implement your Walkme deployment yet?
We did deploy a welcome tour in April. As a byproduct we deployed smart tips (on screen elements that allow you to get more information) around Notifications/Settings and Private Messages.
The impressive stat is the 126% increase on average visits to the PM page after that smart tip deployment. I know staff don't even know you can PM in Community so this was a nice increase in awareness.
As a bonus, I love that Walkme gives me stats about where in the world members are joining from. I believe you can get that from Google Analytics but that is just another thing to set up.
@jamiemccardle I think the training is good however lengthy (~20 hours for basic knowledge) for a SaaS platform that is as specific as this one is. It would have been MANY more hours if we didn't have an inhouse expert. He was a lifesaver with deployment and made my post training work less than 10 hours.
I do know that the Walkme implementation team are great to work with. Definitely buy their services to help you.
If you have more questions, feel free to PM me.
@mhock That's great news especially for your metrics. Good to know about the uptick on PMs after the deployment. I'll be sure to NOT direct people to the PMs because we want our discussions to be public and not hidden in the PMs.
We just had a demo the other day and things were encouraging but the sales and tech guy we spoke with hadn't deployed on any communities, khoros/lithium or otherwise. So I'm excited to get things set up on our staging environment and see how it goes.
I definitely agree with the public discussions. I think however the most important thing is to connect members. Sometimes a member would feel more comfortable asking a question or sharing sensitive data through a PM. We wanted them to know that is possible.
I don't however know if we can track how many PMs are sent. That would be really helpful to see.
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