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11/26/2020Naomi 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
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