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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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37:55

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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