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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

    Terms:

    • CX
    • SLA’s

    Get In Touch With Naomi:

    • Naomi’s Linkedin

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