SupportZebra - Consumer Brand KPIs You Should Track

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.   *   This episode is brought to you by Sendlane.   Alright, guys, here’s the deal: I have a gift for you from our primary sponsor — Sendlane. They’re giving away their online course eCommerce Academy - Email & SMS Marketing!   This course gives you the step-by-step playbook to drive more revenue and retention with email & SMS. This is typically a $500 package, but for our listeners, it’s entirely FREE when you get started with your FREE 14-day trial of Sendlane.   When you do, chat with their support team and let them know you’re one of our listeners to get full access to hours of course content that will help you make email marketing your #1 growth engine.   Visit https://storybrandgift.com to get the details, sign up for a free trial and get your gift!