240: How to Use Excellent Customer Support to Stand Out in a Crowded Market, With Ross Paquette of Maropost

240: How to Use Excellent Customer Support to Stand Out in a Crowded Market, With Ross Paquette of Maropost

When Ross Andrew Paquette founded email service provider Maropost in 2011, he never expected it to take off. “The plan was to have 10 customers and maybe sit by the pool a little more often than not,” he says with a laugh. But since then, he’s scaled the company to nine figures, with an impressive customer list that includes DigitalMarketer, Livestrong, and The New York Post. And beyond email marketing, Maropost has expanded into customer acquisition and ecommerce solutions. These are extremely crowded markets, but at the core of the company’s success is its strong commitment to excellent customer service, with heavy emphasis on a 24-hour in-app live chat and five-minute support response times. We chatted with Paquette to learn the strategies he used to so impressively grow his SaaS company in a short amount of time. Key Takeaways How Maropost got started The crazy story behind how Paquette met his co-founder How Maropost has expanded from email marketing to customer lead acquisition, mobile push notifications, CRM, and more How long it took to build the first version of Maropost What makes Maropost different from other ESPs The strong customer support focus of the business Why they focus on building a great organization, not just hitting numbers and growth Where he sees the SaaS market moving in the future Why he’s focused on building a legacy with his business What exciting projects are in store for Maropost

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Jaksot(691)

690: (Solo) The Truth About Selling Your Business (From Someone Who Said No)

690: (Solo) The Truth About Selling Your Business (From Someone Who Said No)

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689: I Sold ONE Product in ONE Color - Then Exited for Half a Billion

689: I Sold ONE Product in ONE Color - Then Exited for Half a Billion

Rob Ward exited Quad Lock last year for half a billion dollars. He never took a cent of outside investment to build it, was profitable every single month from day one, and ran the business with a sk...

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688: (Solo) I Lost Years Of My Life To This One Mistake (And You're Probably Making It Right Now)

688: (Solo) I Lost Years Of My Life To This One Mistake (And You're Probably Making It Right Now)

I have never said this directly on the show before, but shiny object syndrome did not cost me months. It cost me years. Entire years where the Foundr team was spread across five or six initiatives ins...

27 Heinä 11min

687: I Broke Every DTC Rule and Built a $1 Billion Brand From My Garage

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Sandra Oh Lin walked away from running eBay's fashion business in 2011 to pack craft boxes in her garage. She raised just $11 million in total - and never needed another dollar. KiwiCo has now shipped...

23 Heinä 52min

686: Claire Built The World's #1 Dachshund Brand From Home - Now Doing $140K/Month

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Claire Wolfson got her first dachshund at 20, became completely obsessed, and watched him get paralysed by the spinal condition that affects almost every sausage dog. The original plan was to design a...

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685: (Solo) The $500,000 Lesson I Had to Learn the Hard Way

685: (Solo) The $500,000 Lesson I Had to Learn the Hard Way

A few years ago I lost half a million dollars in 30 days. Not in crypto, not in a speculative bet. In the business I built from my parents' basement and launched on $3,000 from a credit card. And the ...

20 Heinä 11min

684: She Bet Her House Deposit on Hair Gel - and Built an 8-Figure Brand

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Yasmina Elmerkaoui had one shot - use the house deposit to buy a home, or bet it all on a hair gel she'd spent two years formulating. She chose the hair gel. On launch night she packed orders until 5a...

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683: (Solo) The Expense Audit That Could Save Your Brand Thousands This Year

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This is not a growth hack. It is not going to go viral on a Twitter thread. But I genuinely believe it is one of the highest leverage things you can do for your brand right now, and most founders neve...

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