SaaS Podcast for Entrepreneurs & Investors
Top rated SaaS podcast for entrepreneurs and investors.
We interview top SaaS founder, leaders, investors, SaaS CEO's and SaaS marketing experts to help you in scaling your SaaS business.
We release new SaaS podcast episodes every single week by host Akeel Jabber.
Every new episode covers actionable insights from growth hacking to SaaS buyer personas and everything in between from proven SaaS founders, SaaS businesses and SaaS experts.
Saas District - Akeel Jabber | HoriZen Capital Episode 62, 23rd November 2020
How Wix Built Their Own In-House product, WixAnswers and Brought It To Market with Naomi Rozenfeld | #62 Podcasts for Entrepreneurs
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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
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