How Wix Built Their Own In-House product, WixAnswers and Brought It To Market with Naomi Rozenfeld | #62 Podcasts for Entrepreneurs

SaaS District

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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