Traditionally enterprise applications never provided a great user experience. This is coming to an end with a wave of enterprise applications built, distributed and maintained the same way the great consumer applications are. Watu is part of the new wave of user friendly enterprise applications.
One part of providing a great user experience is providing great support. The only way to know how we are doing is to measure it. Well… measure and compare it. For example, how are we doing compared to other web applications:
On average, web applications respond to support requests in 20hs, we respond in 2 hours and 40 minutes. Most web applications get 753 tickets a month, we only get 125. The last one is a tricky number, the more customers you have, the more tickets you are likely to get. But also, the worse you application is, the more you get. Every time we get a question about Watu, every time someone is confused about how it works, we keep track of the expected behavior of the application to later implement it.
A good example of that is password reset. We got to a point where we were getting about 10 emails a week asking us how to log in, register, reset password, etc. Our password reset functionality worked fine, but in many situations it didn’t match the users expectations. One of many cases is when people tried to register and they were already registered because we imported a database from a previous system into Watu. Now we offer a better workflow in that and many other situations, which means, a better user experience.
To be fair though, comparing ourselves against all web apps is too broad. We should compare ourselves to other small companies that are likely to be part of the new wave of enterprise applications. The companies that are working hard to give a good user experience and good support. This is how we are doing:
We are still doing great! If you start using Watu, whenever you have an issue, you are very likely to get a reply in a few hours:
But ultimately, what matters is how you feel about Watu, so, why don’t you let us know? We love hearing from current and future customers.