I have been using Webflow for awhile now and overall I would give the product very high marks, in fact, I recommend it to anyone who is looking for a platform to design create their website. However, I would like to bring up a few issues when it comes to the support for your customers.
First of all, I would like to say that the number of video tutorials available and their production value is really second to none. Compared to what a lot of your competition provides, there really is no comparison. But it is here where I do find value slightly lacking since most of the videos are high-level overviews and can often leave out some key foundational material that would help in providing a stronger understanding of the product. I know that some of the deeper dive videos are handled with the Workshop videos, but those also tend to be a bit of “hit or miss”.
One of the biggest problems with the tutorial content is that 98% of it ignores how whatever is been taught can be applied to the various viewpoints. Sure this stuff might look great on desktop, but we all know the importance of how the content will work as responsive design. And this gets to the core of some of the struggles users like myself have when they interact with the Webflow brand.
The tutorials are often focused on the most basic use case and almost never show alternative uses or even edge case uses, not to mention ignoring mobile solutions. Webflow hangs its hat on the mission statement of providing timesaving web creation tools for non-coders. And while I would say that on the surface that statement is true if you want to build a pretty basic site, the real truth is if you want to create something even slightly complex, there is going to be a lot of time invested.
Becuase the tutorials are often high level and can leave out some foundational instruction, users often head to the forum to post their questions. The forum really shows the two sides of the Webflow brand. One one hand, help from the Webflow staff or another community member can be quick and extremely helpful. I have personally experienced this type of help, and it goes a long way to building brand loyalty. Unfortunately, I have also experienced the other side which usually involves posting a question and having it completely ignored, or worse yet viewed by a number of people and yet no reply/solution is given. This is really the salt to the wound. Since a lot of users are against some type of deadline, getting help in a timely matter is really important.
I get that Webflow cannot staff enough people to address everyone’s issue and that is why there has to be some responsibility placed on the community to help itself. But this is also why I think if a little more effort was placed into the tutorial video content to do deeper dives and address more than the basic uses, it would provide more knowledge and hopefully reduce the number of questions posted on the forum.
Ok, I know this was a long post, and I am fairly sure no one will bother to read it, but this is meant to positive feedback from a longtime user who would love to see this product flourish and grow. I really love this product and appreciate all the hard work that the Webflow team has put into it.
Thanks for listening.