How Wix Built Their Own In-House product, WixAnswers and Brought It To Market with Naomi Rozenfeld | #62 Podcasts for Entrepreneurs

11/23/2020

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Naomi is an entrepreneur and the Executive Vice President at WixAnswers, an unified customer support solution focused on providing spot-on support for customers rather than spending time on making all channels work together.

Before joining Wix, Naomi was the Co-Founder of 2 travel startups, Tripelia and iTravelJerusalem.

Naomi is passionate about helping companies and startups provide best-in-class customer experiences and transform the way companies provide Customer Support, which we’ll dive into more detail today.

During this interview we cover:

00:00 – A word From The Sponsor
01:02 – Intro
02:04 – Naomi’s Background, Entrepreneurial Journey & Joining Wix
07:10 – Thought Process of the Spin Off and Launch of Wixanswers
12:55 – Current Challenges in the B2B Customer Support Space
15:40 – Unified Support Strategy Across all Customer Touch-Points
18:05 – What Makes Wixanswers Different?
22:59 – What Marketing Strategy Has Worked for Wixanswers
26:47 – How Does the Platform Track Performance Against the SLA’s
29:46 – Does 67% of users prefer self-service support over an agent?
31:17 – Support Metrics to Pay Attention to in Your Startup
34:16 – What Does Success mean To Naomi Today?
46:12- The Message Leslie Wants You To Leave With
36:32 Outro

Mentions:

Wix
Wixanswers
SalesForce service cloud
Zendesk
Twilio
Slack
Fiverr
Getty Images
Viber
Deloite