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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
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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:
Tag us & follow:
- Facebook https://www.facebook.com/HorizenCapitalOfficial/
- LinkedIn https://www.linkedin.com/company/horizen-capital
- Instagram https://www.instagram.com/saasdistrict/
More about Akeel:
Twitter - https://twitter.com/AkeelJabber
LinkedIn - https://linkedin.com/in/akeel-jabbar
More Podcast Sessions - https://horizencapital.com/saas-podcast
