Indie Bites

How focusing on customer happiness led to success for KnowledgeOwl - Marybeth Alexander

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Aug 9, 2024
Marybeth Alexander, the founder and Chief Executive Owl of KnowledgeOwl, shares her journey of transforming a simple help desk tool into a thriving knowledge base software company. She emphasizes the pivotal role of customer happiness in driving growth and success. Marybeth discusses the importance of intentional product development, balancing enterprise needs with brand personality, and how exceptional customer service can redefine sales perceptions. Tune in to discover her insights on creating a sustainable business rooted in ethical practices and customer satisfaction.
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ANECDOTE

KnowledgeOwl's Origin Story

  • KnowledgeOwl originated as HelpGizmo, a support tool within SurveyGizmo.
  • Marybeth and Pete, initially in support, transitioned to product development for HelpGizmo, ultimately buying it in 2015.
ANECDOTE

Acquiring KnowledgeOwl

  • Marybeth and Pete secured other job offers before SurveyGizmo decided to shut down HelpGizmo.
  • This allowed them to negotiate buying the product from their employer, a fortunate turn of events.
ANECDOTE

Rebranding Impact

  • Rebranding from HelpGizmo to KnowledgeOwl led to a significant increase in monthly recurring revenue.
  • This jump of around $20,000 demonstrated the potential of the rebranded company.
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