Wistia’s Chris Savage has written an article on how the company focuses on articulating its company vision to differentiate itself in a competitive marketplace.
In the article, he states:
“To buy software back in the day, you’d go to the store, buy a box, and bring it home. Inside of the box would be a shiny CD, which had your new program on it.
You’d install the program on your computer, and then you’d use it for a few years. When the next version came out, maybe you’d get a discount because you bought the previous version. If it had some good upgrades, you’d consider making a purchase.
That’s all changed.
Now when you’re buying software, you’re not getting a static product. You’re buying something that’s continually evolving and changing. At Wistia, like most SaaS companies today, we deploy fixes and improvements multiple times per day.
When we buy software today, we’re not just buying into the current benefits, features, and price. Instead, we’re making a bet on the product’s future.”
Customers expect a continuing relationship with companies. They expect the product to grow, to see an ecosystem to evolve. Interwoven into this, is the support they receive. They expect high quality information when they want to explore how to get more out of the product, or troubleshoot any issues. This means User Assistance, the online Help, must become part of the initial design, and part of the user experience. It can no longer be an afterthought bolted on once the product has been developed.