Case Study: WeddingWire achieves accelerated self-service adoption and reduced support requests with WalkMe

WeddingWire - Customer Case Study

WeddingWire is the nation’s leading technology company for the $100+ billion wedding and events industry, operating the largest online marketplace and a SaaS platform that helps venues, caterers, photographers and other event professionals manage advertising, marketing and client relationships. As their marketplace scaled to thousands of users with varying technical skills, WeddingWire needed a self-service way to help both vendors and engaged couples discover and adopt features, highlight new tools, and reduce reliance on moderated support.

WeddingWire partnered with WalkMe to deploy on-screen walk-thrus and guided tutorials—covering vendor tools like SEO builders, social media and review management, and consumer features like guest lists, seating charts and checklists—so users can self-serve in real time. The implementation accelerated self-service adoption, increased revenue and user adoption, reduced requests for moderated support, and delivered over 40 active walk-thrus that have been used across thousands of searches.

WeddingWire

Catherine Cano

Associate Director of Customer Care