Item: Wistia
Rating: 10
Author: Tammye Michau

Overall Satisfaction with Wistia

Use Cases and Deployment Scope

I worked at a company that needed a place to host their training videos. We were experiencing some issues with the previous host. I researched and found Wistia. I made sure that most users would be able to use the site at their place of employment (was the least site that was blocked by a filter). I found Wistia and we did a trial run. Once we decided that it was the best option for us, it was my responsibility to move the 1100 videos to Wistia. The upload process was a breeze. They provided simple step by step instructions on customizing and personalizing the videos for our branding. It is still used in that company today and the videos are hi-def.

Pros and Cons

Pros

Inexperienced people can use the site.
Easily walks through customizing videos.
Can give limited access to co-workers.
Great analytics information.
The cost factor for space was unbeatable.

Cons

Accessing the analytics on the videos is a little tricky.
To add another user was difficult to find.
Inability to password protect videos so that the person viewing could purchase the videos.

Return on Investment

We had better quality videos.
We had more views of our videos because they were not blocked by filters.
Less time to upload and render videos.
Happier clients and they were more willing to purchase our paid videos.

Alternatives Considered

Brightcove Video Cloud, Vimeo Pro and Sprout

Vimeo had the password ability so that we could sell classes on-demand, but did not have the ability to brand like Wistia offered. It also was not as quick to upload and render the videos so we could offer them to the viewers. Brightcove worked well with our CRM platform, but it also didn't offer the password and the cost was not comparable to Wistia.

Other Software Used

Microsoft Dynamics CRM, MS SharePoint

Likelihood to Recommend

Wistia is not usually blocked by most company filters so you will get more views.

Using Wistia

Users and Roles

2 - They represent our training function of the business. Wistia would host our free on-demand training, which could possibly lead to a purchase of a training class/seminar.

Support Headcount Required

1 - Someone who understood video editing and was able to work with gGraphics and movies.

Business Processes Supported

To aid in training.
To offer free training.
To add public videos about our office life.

Innovative Uses

We would upload videos of our office functions to post on Facebook.
We uploaded commercials that were imbedded in our website.

Future Planned Uses

Commercials
Free Training
Paid On-Demand Training

Likelihood to Renew

It has served our company well and they just keep making Wistia better with more options for personal branding.

Evaluating Wistia and Competitors

Products Replaced

Yes - Sprout just couldn't hold up to the space needed for our videos.

Key Differentiators

Price
Product Features
Product Usability
Product Reputation
Analyst Reports
Third-party Reviews

Single most important factor in choosing Wistia was the quality and product usability.

Evaluation Lessons Learned

I wouldn't change a thing.

Wistia Implementation

Implementation Rating

We were in the process of changing our website so that took some time to get Wistia implemented in to our website.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Change Management Lessons

Change management was minimal

Implementation Issues

Time consumption in uploading the videos.

Wistia Support

Support Rating

Their response time is unbelievable! I would send an email and have a response in less than 15 minutes. It may not have always been the complete answer, but it was a response that let me know they were working on my request.

Wistia Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success	None

Premium Support

Yes - When I need answers to complicated issues, I need them quickly. These videos are part of our money maker business and I needed to make sure that I was able to get my issues resolved quickly.

Bug Resolution

Exceptional Examples of Wistia Support

I was stuck on uploading a video and it appeared there was two uploaded. I contacted Wistia to remove one of the videos as I was unable to. They quickly had the video down and contacted me with in 15 minutes to let me know that they had completed my request. I never felt like I was getting a signature response from their support team, they were always personable and knowledgeable.