Rozenfeld: High-Growth Companies Cannot Scale Customer Support Purely with Human Agents
Naomi Rozenfeld · How to execute a winning self-service strategy | Wix Answers VP of Revenue Naomi Rozenfeld · Feb 15, 2021 · at 28:35
Naomi Rozenfeld, VP of Revenue at Wix Answers, explains the strategic necessity of self-service customer support during high-growth phases.
0:00 / 0:18exact quote · 18.5s
▶ Watch the full episode on YouTube → 720p mp4 · rendered on demand · StarZero watermark
“Any company that's dealing right now with high growth or high scale. You can never really match that with agents. So being able to get really quickly a good self-service play into there is only going to help sustain that growth even further. And I would say just simple at that self-service is probably one of the quickest ways that you can start to sustain that growth.”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Naomi Rozenfeld
Rozenfeld: Post-pandemic companies will not return to in-office customer support models
“I don't see people going back because I think Looking at how companies are operating, if you once thought that you couldn't be remote now that you're scrambling to do it at a scale of a hundred employees, or whether you're doing it on 5000 employees, or I just…”
Rozenfeld: Early customer care differentiates great companies from good ones
“Making that a big part of your core strategy from day one is really a big part of what defines and really can differentiate a great company from a good one. Understanding that customer care, or at least understanding the voice of your customer from the earlies…”
Rozenfeld: Only 10% of users escalate issues to customer care reps
“We do know that today for almost, you know, for the one out of 10 users that actually does escalate and start talking to one of your customer care reps. Opens a ticket, takes the time to write about it, that 10% of your users that do it, the other 90% don't.”
Rozenfeld: Early startups should talk to users, not deflect with knowledge bases
“So to come and say to startup, Hey, you guys need to have a knowledge base when maybe you have, I don't know, 50 or a hundred or a thousand customers. Maybe she'd be spending more time talking to them rather than necessarily deflecting them.”
Rozenfeld: Deploying AI without defined problems hurts customer funnels
“What are you trying to solve? Try and answer that first, and then work, work backwards to that, and then see how that technology fits into it, rather than, like, you know, I need chatbots, I need AI, and, like, trying to get everything to work, where that usua…”