Our Vision, Mission & Core Values |
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Our Vision:
To be the leading e-commerce ecosystem in the region, offering a comprehensive suite of tools and knowledge, to empower businesses and social sellers, to start and grow their online businesses.
Our Mission:
Wuilt empowers any business or individual to create Arabic websites to showcase their work and services, or online stores to transact online with zero background in coding or design.
Our Core Values:
• We are customer-centric.
• We provide world-class customer care.
• We Always Improve (people - processes - product) 🡪 Continuous Improvement
• We have ownership ( Responsibility, accountability, and commitment )
• We are a family with high morals.
We are customer-centric:
- We focus on the customers and listen ( with Empathy & Compassion ) to their requirements and fulfill their needs, to deliver the best customer experience.
"Focus on the customer, and all else will follow"
We provide world-class customer care:
- We empower non-technical business owners to create websites or online stores, so we walk extra miles with our customers to help them achieve their desired goals.
We have ownership
We take action and care about the outcome, we are accountable for our tasks and duties, and we have an obligation to our customers.
We are a family:
- We support each other, share knowledge, and treat each other with RESPECT.
We Always Improve:
- W are always keen to improve our individual skills, work processes, and our product. and maintain our continuous improvement cycle.
Kaizen is a Japanese term consisting of two words, “Kai” which means, “change”, and "Zen” which means “good”. The two words together mean “Good Change”, and when translating to English it means "change for the better", but it’s commonly known as “continuous improvement".
It is a Japanese business philosophy that focuses on the processes, which continuously improve operations, By making small incremental changes, that over time lead to extraordinary results.
The Kaizen approach consists of 5 founding elements:
• Teamwork
• Personal Discipline
• Improved Morale
• Quality
• Suggestions for Improvement
How Do We Apply Kaizen:
- Open Communications
- Daily stand-up meetings
- Weekly Sessions
- Internal knowledge base
- Everyone, Everyday:
Everyone is involved, all of us should share our observations, feedback, and ideas to optimize our processes, and enhance our customer experience. Whatever your role is in the company, your contribution will make a difference.
Customer Success Objectives
SaaS Most Concerned Metrics :
- Retention Rate / Churn Rate ( Customer / Revenue )
- Customer LTV ( Live time value )
- CAC ( Customer Acquisition Cost )
- CAC : LTV Ratio ( 1:3 )
Customer Success Main Metrics
1- Onboarding:
Measured with Time to value (TTV): The time it takes the customer to start seeing tangible business value from Wuilt.
Define the customers “Active” state criteria (received first order, received first lead, published on custom domain, shared domain on social media, etc.)
2- Retention:
Number Of Customers Renewed In a Specific Period (Cohort)
Retention Rate = -------------------------------------------------------------------------------------------------
Total Number Of Customers that should renew In The Same Period (Same Cohort)
Number Of customers churned in a specific period (Cohort)
Churn Rate = ------------------------------------------------------------------------------------------------------------------
Total Number of customers that should renew in the same period (Same Cohort)
Number Of Reactivated Customers From a Specific Cohort
Reactivation Rate = --------------------------------------------------------------------------------------------
Total Number Of Churned Customers From The Same Cohort
3- Revenue Growth:
MRR at a start of specific period + MRR Expansion – MRR Contraction
Net Revenue Retention ( NRR ) = -----------------------------------------------------------------------------------------------------
MRR at a start of specific period
4- Customer Happiness:
Customer Engagement & Health Score
Quantified Value & ROI:
Number Of Orders
Total GMV ( Growth Merchandise Value )
Number Of Received Leads Or Form Submissions
The Amount Of Traffic To Website Or Store
Number Of Calls & Chat Messages Generated From Website Or Store
User Sessions Per Day / Per Week:
Average Session Length:
Features Usage:
Are customers using all of the features?
Do they understand how to use all of the features?
Are they aware of the newly released features?
Do they have a feature request?
Are they getting the most out of Wuilt?
Responding & Engagement:
Is the customer answering the CSA calls and messages?
Is the customer responding to surveys & NPS?
If a customer recently submitted a review?
Is customer visiting our Help Center, Blog , or Beamer Posts
Number Of Support Tickets Opened:
Other Red Flags Indicating Churn
1. Request To Transfer Domain Name
Note: Sometimes, customers want to transfer their domain name to their personal accounts, to have the ownership of the domain, which allow them to have full control of their domains, and make them feel safer.
2. Request To Download Or Export The Code
3. Credit Card Expiry
4. Change Of Account Owner
If the person managing the website within the customer’s company leaves, this could have a negative impact on the value delivered and customer’s satisfaction.
We’ll have to go through the learning phase and rebuild a relationship with the replacement
The replacement might be familiar with another solution, so he/she might suggest moving to the other solution.
5. Searching For ‘Cancellation’ Policy
When a customer searches for “How To Cancel” or “Refund Policy” on the help center, this is a high indicator for the customer dissatisfaction, and the customer should be contacted immediately.
When a customer clicks on “cancel subscription”, the CSA should contact this customer immediately, and figure out the reasons driving the customer to cancel, and try to retain the customer
When a customer contacts the support team requesting or just asking about the cancellation, the Support team should inform the customer that his/her account manager will contact him/her ASAP, and NOT try to handle the customer, and assign the case to the CSA.
Customers Risk Score Criteria
Searching for, or contacting support regarding cancellation.
Searching for, or contacting support regarding any red flag topic.
Respond to NPS with low scores.
Last seen active is more than 1 week ago.
Last order or lead received was more than 10 days ago.
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Customers Feedback Loop Framework
Customer Effort Score (CES)
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Custom Feedback Survey
Net Promoter Score (NPS):
Customer loyalty, and how likely customer will recommend Wuilt to a friend
Send after 1 month from activation, then every 3 months
Customer can provide quantitative and qualitative feedback
Measured on scale from 0 to 10
0-6 detractors, 7- 8 passive, 9-10 promoters
Detractors customers will be informed that we’ll contact them immediately
Customer team leaders will get notified and will contact the customer promptly within working hours, or first thing in the next working day
Customers Advocacy
Referrals
Online Reviews
Testimonial Video
Social Media Sharing
Case Studies
Customer journey map
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Customer Journey Map:
First Impression: The first interaction with Wuilt
First Value: The point where customers believe that they will get what they want from Wuilt
Intended Value: The point where customers feel that they received the value they wanted or expected
Extended Value: The point where customers believe that the value they have received surpasses what they expected.
Success Team Inbox
1- What’s App (+20 1110347159)
2- Team Email: customers@wuilt.com
3- Form “Renewal Form” (Wuilt subscription renewal - Zoho emails - domain renewals - Mobile App renewal)
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