JR
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Jevon says ecommerce throws up "constantly new categories" every two or three years, and Keeyu is creating one. Part of the job is educating customers who "for decades" have done customer service reactively — firefighting, "waiting for customers to complain" — and showing them a new way until they go "light bulb."
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His category pitch is a contrast: when a prospect says they already have a help desk, Jevon's line is "help desks manage complaints, q prevents them," because Keeyu fixes the root cause that causes a complaint "so that they never happen." He's mindful that while building the brand and product, the team has "also got to build a category" and educate potential users and customers about this new, proactive way of working.