SupportZebra - Consumer Brand KPIs You Should Track
The Story of a Brand Show
Ramon Vela
4.9 • 147 Ratings
🗓️ 11 December 2022
⏱️ 60 minutes
🧾️ Download transcript
Summary
This episode is brought to you by Sendlane.
Daniel says, “We mainly support e-commerce and fast growing SaaS clients in North America. We provide their customer support, technical support, back office support, and whatever support they need and that they could outsource that eats up their time. That's what we help them with.”
Today, we interview Daniel Viduya, Head of Growth at SupportZebra. SupportZebra implements custom BPO SaaS E-commerce outsourcing solutions so you spend less time on tech support tickets.
We discuss:
* What he is grateful for
* Overview of SupportZebra
* 3 Trends driving outsourced customer support
* Why brands don’t have KPIs set up?
* KPIs consumer brands should track
* Things hampering growth
* How to get over the hurdle of outsourcing (if you are reluctant)
* Factors for choosing an outsource partner
* Example of customer service success
* How they act as a consultant as well
* Why they see themselves as part of your team
* Bottom-line: it’s about bandwidth, expertise, growth, and scalability
* The secret sauce revealed
* Get free advice and no pitching and more…
Join Ramon Vela and Daniel Viduya as we break down the inside story of SupportZebra on The Story of a Brand.
For more on SupportZebra, visit: https://supportzebra.com/
Subscribe and listen to the podcast on all major apps. Simply search for “The Story of a Brand” on your favorite podcast player.
*
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Transcript
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| 0:00.0 | for fast-growing brands and for brands that are starting at the market, normally they don't |
| 0:05.0 | have KPIs and service level agreements set up just yet. And when that happens, it makes it hard |
| 0:11.6 | for them to keep track of how they're actually performing versus how, you know, what their |
| 0:17.2 | customers think of them. And so sometimes at a high level overview, we think that we're doing okay because the revenue |
| 0:23.9 | is there. |
| 0:24.6 | But then when we look at our lifetime value cycle, when we look at our customer cycle, |
| 0:30.4 | and when we look at the length of how much our customers stay with us, we could actually |
| 0:35.2 | see that something is changing between those lines. |
| 0:38.6 | And so just like mathematics, where we get to calculate our success by knowing what is the sum |
| 0:43.7 | of our revenue, when you do the calculus of it and find out the change in revenue and what's |
| 0:49.4 | happening down in the lines, that's where KPIs really tell you if the calculus is showing you a positive change, |
| 0:59.0 | or is it showing you a negative change? Is it showing you something that you have to do something |
| 1:04.1 | within your brand? This is the story of a brand, a podcast that helps people learn the story behind their favorite consumer products. |
| 1:21.6 | I'm Ramon Vela, and I believe that people want to know more about the brands and products they purchase. |
| 1:27.2 | So each week, |
| 1:28.3 | I interview the founder of a consumer brand, unpacked our story, their products, their mission, |
| 1:33.0 | so you can decide which products are worth buying and which brands are worth supporting. |
| 1:41.0 | Daniel says, we mainly support e-commerce and fast-growing SaaS clients in North America. |
| 1:47.1 | We provide their customer support, their technical support, their back office support, |
| 1:51.2 | and whatever support they need that they could outsource that eats up their time. |
| 1:56.1 | That's what we help them with. |
| 1:57.8 | Today, we interview Daniel Viduya, head of growth at Support Zero. |
... |
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