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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Episoder(694)

693: (Solo) How I Built a Billion Dollar Network From Nothing (And How You Can Too)

693: (Solo) How I Built a Billion Dollar Network From Nothing (And How You Can Too)

I get this all the time. DMs, emails, some version of "hey Nathan, can I pick your brain?" And I get it, the intention is good. But here is what that message actually says to the person receiving it: ...

10 Aug 9min

692: I Was Selling Muesli From My Car Boot - Now I Run a $35M/Year Brand

692: I Was Selling Muesli From My Car Boot - Now I Run a $35M/Year Brand

Narelle Plapp started Food for Health twenty years ago making recipes for patients who couldn't find allergy-friendly food on any shelf. She loaded her first Woolworths order by hand - 14 pallets th...

6 Aug 48min

691: Anastasia's $850K Brand Collapsed To $42K A Month - Then She Tripled It Herself

691: Anastasia's $850K Brand Collapsed To $42K A Month - Then She Tripled It Herself

Anastasia Chapman came up with the idea for her brand where all good bathroom ideas start - sitting on a toilet, hiding a competitor's product she was too embarrassed to be seen with. She developed th...

5 Aug 51min

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)

At some point, if you are building a DTC brand and getting traction, someone is going to reach out. An aggregator, a private equity firm, a bigger competitor. And most founders have no idea what to do...

3 Aug 11min

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...

30 Jul 54min

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 Jul 11min

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

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

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 Jul 52min

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

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

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...

22 Jul 28min

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