Researching Digital Adoption Platform Companies? 5 Questions To Ask Before You Choose

Congratulations! You’ve made one of the best decisions of your career.

You’ve decided to take digital adoption seriously. And now you’re on the hunt for digital adoption platform companies to help you achieve your goals.

Smart move. A Digital Adoption Platform (DAP) is pretty much guaranteed to simplify and accelerate the adoption of your digital systems.

Why you’ve made a smart choice

If you’re reading this, you’re probably already aware of some of the benefits of using a DAP. Here’s a quick recap so it’s fresh in your mind:

• Faster adoption

• More effective training

• Less labor intensive

• Better customer experience

• Better employee productivity

Silicon Valley’s leading technology research and advisory firm, Constellation, released a report in 2017 about poor customer experience and employee productivity. It pointed to Digital Adoption Platforms (DAPs) as the solution.

“BIG IDEA: Digital Adoption Platforms, A New Breed of Software Helps Improve User Adoption of New Technologies” was written by Alan Lepofsky, Vice President and Principal Analyst at Constellation Research, with Content Editors, R “Ray” Wang and Courtney Sato.

The report identifies four user experience issues that impede software adoption.

1. 1. “Yet another tool syndrome”

1. 1. Inconsistent experiences across devices

1. 1. Confusing (or ignored) software updates

1. Personalization and customization complexity

All this can be particularly damaging when it comes to customer engagement.

“In a hyper-competitive digital marketplace, the complexity of engaging with a brand can discourage customer experience. Competitors are, after all, just one simple click away.” Boaz Amidor, WalkMe

So the good news is you’re on the right track. Now all you have to do is choose a DAP provider.

5 pertinent questions to ask digital adoption platform companies

Don’t just go with the first ad you see. Do your research and make enquiries with multiple digital adoption platforms. Here are 5 important questions to get you started.

1. Why should I choose your DAP?

Good digital adoption platform companies should be able to answer this straight away. They will know what makes their DAP stand out from the crowd.

But you should expect more than that. You want to know exactly how their DAP can transform your business.

The very best DAP providers should be able to zone in on your main challenges. And in doing so, offer a bespoke solution to help you achieve your goals.

2. Can I have a demo?

You may not even need to ask this question. Most digital adoption platform companies now offer demos as standard. But if they don’t, you’ll certainly want to enquire about one.

The main aim of the demo is to discover how user-friendly the DAP is. This is absolutely crucial to having a seamless digital adoption experience.

If it’s not easy to add and edit information in the DAP, then it’s going to be painful for you to use. How easy are the analytics to read and understand? Does the DAP include automation for ease of populating data fields and completing steps?

Find out answers to all these questions during your demo. You can request a free demo of WalkMe’s DAP here.

3. What is the investment?

Try not to look at a digital adoption platform as a cost. It’s an investment.

In fact, digital adoption is the most critical investment in your organization’s future you can make.

“You must harness digital technologies, both to deliver a superior customer experience and to drive the agility and operational efficiency you need to stay competitive.” Forrester

Managing the adoption of your digital systems by your customers and/or employees without the help of a DAP is a fool’s errand. Whatever your investment, the rate of return will be higher with the right DAP working for you.

So, ask digital adoption platform companies what sort of investment they want in return for their services.

But don’t make your decision based on price alone. How the DAP can transform your business should always be the most important factor in your decision-making.

4. Who else have you helped?

When researching digital adoption platform companies, find out which organizations already use their services.

If there are video testimonials on their website, this is a very good sign.

WalkMe actually has a page showcasing customer stories. For clients that have provided video testimonials, you can find out what their challenges were and how the DAP help to solve them.

This can be seriously valuable information when making a decision on which DAP to choose.

5. How does your algorithm work?

This is a bit of a red herring. Digital adoption platform companies won’t be able to tell you exactly how their algorithm works. But the important thing to note is how they respond to the question.

“Algorithmic, DAPs should be able to predict user behavior and proactively suggest a course of action, easing the friction of complex, overwhelming and disjointed user experiences.

“Having demonstrated advanced artificial intelligence and machine learning capabilities, WalkMe has proven its execution of this vision.” Boaz Amidor, WalkMe

Go ahead and be confident in choosing the right DAP for your organization. It’s the first positive step on the road to the rewards that come with better employee and customer experience.