Whatfix helps businesses and individuals across the world create interactive guides that enable the self-learning capability of web-based products and applications. Founded by Khadim Batti and Vara Kumar Whatfix is a SaaS product that helps companies to accelerate onboarding, reduce support queries and training & documentation. We chat with the founders about their venture
An excerpt from the interview:
- What made you start your venture?
Our first product was an SEO optimizer and social media engagement tool called SearchEnabler.
While trying to get traction for SearchEnabler, we found out that when the optimization suggestions are packaged as guides, the site visibility for our clients improved largely. This happened almost at the same time when we realized that, many of our clients required handholding to understand and get start using the product.
So, we put together both these ideas and started working on effective ways to support and guide users. After a lot of positive feedback, we decided to pivot and that is how Whatfix came to be.
- What has been the key to your business’s success?
Validating each of our new ideas with quick iterations has been one of the key factors in our success. We never neglect any of the ideas that come to us. We discuss it within our team and then try and constantly improve upon them. Once we have a solid plan, we move ahead with its execution. Our team’s prowess and experience has given us a strong foundation that helps us tackle all these challenges head-on.
Another important factor to our growth as a SaaS Enterprise solution is our open community. With the feedback we’ve got from the users of Whatfix Community, we’ve been able to improve a lot of our features and gradually evolve our business model.
- What are the major challenges in your line of business and how did/do you overcome them?
Being one of intuitive web based application, the biggest challenges we have faced has been brand awareness and educating our customer.
To overcome them, we’ve been using our own guide creation platform to create educational content for customers. Our team has also been doing vigorous inbound and outbound marketing and product evangelism which has proved to be successful so far.
- Do you have a mentor who guides/advices you on matters of the business?
We have a strong line-up of mentors in our advisory board. To name a few, there is Ashish Gupta, Vispi Daver, Alok Goyal and Sri Peddu.
Each of them have diverse business backgrounds. Their knowledge, expertise and experience in specific verticals have been helping Whatfix immensely.
- Have you benefited from the use of any specific technology for your regular operations?
Our technology side is mostly automated. Automating the installations, configurations and monitoring has been crucial to our routine maintenance effort. It has been helping us ensure that the cost incurred in our operations is minimum, without compromising on our products capability.
- What strategy do you follow for Customer Satisfaction & Expansion?
Instead of a customer support team, we’ve been focussing on building a customer success team. We believe in a proactive approach of customer satisfaction than a reactive approach. We prefer tackling our problems head on and early to see swift effective resolution. When it comes to ease of use for our customer, there are no compromises.
- What, according to you, are the top 3 skills needed to be a successful entrepreneur?
A startup is not a failure until one quits. So according to me, perseverance is the most important attribute to be a successful entrepreneur.
The other two important skills that one must have, is the ability to constantly innovate and the passion to keep it going.
Visit their Website: http://whatfix.com/
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