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