‘Meet The Zauian’ series, introduces Zaui’s hardworking, innovative team members. These stories give a glimpse of the people behind our customer-centric tech.
Meet Andrea O’Brien, our Customer Success Manager, who works to ensure that both tour and transport operators are able to leverage Zaui to meet their business needs and desired outcomes.
As a Zaui veteran, Andrea understands the product and how customers can make a real impact and scale with Zaui. She enjoys connecting with her clients and proactively offers solutions to help them stay ahead of the curve.
Coming from a market research background, it’s no wonder customer research and surveys are a few of her favourite projects. For Andrea, it’s all about nurturing customer relationships and keeping them happy.
What is your favourite part about working as a Customer Success Manager?
My favourite part about being a CSM is I love helping our customers achieve the outcomes they are looking for and getting the most value out of Zaui. That could be helping configure a new unique product offering, identifying and creating operational efficiencies to save time, driving adoption of new features or working on new projects. Working at Zaui allows me to connect with tourism companies that provide amazing experiences all around the globe, like dogsledding, aurora viewing, desert safaris, rafting, heli-skiing, whale watching and so much more.
What was your favourite project you’ve worked on and why?
There are too many to mention! My favourite projects are those where I work with clients and our technical team to scope and build smart new functionality in Zaui that ultimately benefits all users and helps them save time and money or grow their businesses.
Another project that is a favourite of mine is our customer survey where we periodically ask for customer feedback on how we’re doing, what we can improve and what they’d like us to build or improve next! We listen and take our customers’ feedback seriously.
Your happiest moment at Zaui?
Working on long or complex projects with customers, then watching them roll out and work beautifully.
What helps you feel connected to your coworkers while working remotely?
I always feel connected to my coworkers because we’re constantly in touch via Slack or online meetings, thank goodness for modern technology!
What do you enjoy doing when you are not working?
I love outdoor sports and exploring the wild places of beautiful British Columbia. Depending on the season, you’ll find me mountain biking, rock climbing, hiking or backcountry skiing.
What’s the biggest misconception people have about your position?
Customer success management is still a fairly new field of occupation and there is still confusion about what exactly it is! It is not the same as technical support or account management; rather a CSM strives to create happy customers by delivering great outcomes and value/return on investment from using the platform. Happy customers tend to say nice things, which can drive new customers to jump on board and ultimately grow the business from within.
What do you do to turn things around when you’re having a bad day?
My strategy is to get up and go for a walk to clear my head. If that doesn’t help there is nothing like having a good rant. A problem shared is a problem halved after all!
What advice would you give to new Zauians in their first month?
Get to know Zaui as well as you can and don’t be afraid to ask for help. There is so much knowledge amongst the team and everyone is always happy to help.
What volunteering or passion projects do you do outside of work?
I am a volunteer mentor for Mountain Mentors, a not-for-profit organization that helps women develop skills and confidence in mountain sports. In the winter, I mentor backcountry skiing and this summer I am mentoring for their new hiking/mountaineering program.
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Frequently Asked Questions
No. Zaui’s pricing is fully pay-as-you-go. You aren’t locked into any long-term contract. In fact, leading platforms emphasize this flexibility. Similarly, Zaui lets you start and stop anytime. You can change or cancel your plan freely, so you only pay for what you use.
Absolutely not. Zaui’s pricing is 100% transparent. We disclose all fees up front with no surprise add-ons or “sneak-in” charges. In fact, Zaui’s plans include all core features “without additional fees”. Industry experts note that hidden fees undermine trust so we avoid them entirely. All costs are clearly outlined in our pricing, and there are no extra setup charges or undisclosed surcharges at checkout.
Zaui integrates with major payment gateways (e.g. Stripe) so you only pay standard credit-card processing rates (roughly 1.9%+$0.30/transaction) and we don’t mark them up. Only the published platform commission is added on bookings. You also have full control over who pays the commission, we let you decide whether to absorb booking fees or pass them on to customers. In short, you’ll only pay the transparent booking commission and normal gateway fees, nothing extra.
Your onboarding and support are included in the price. We provide white-glove setup help and ongoing 24/7 support at no additional cost. Our dedicated customer-success team will guide you through every step, ensuring a smooth launch. You won’t pay extra for training or service other than the onboarding fee; it's all built into your plan.
You can schedule a free demo with our team. Our Zaui ninjas will walk you through pe how Zaui can work for your business and highlight opportunities to grow with our advanced features all without any upfront payment. This way, you can feel confident it’s the right fit before making a commitment.
Of course. Zaui’s plans are fully flexible. You can upgrade or downgrade at any time to match your needs, without penalties. You can move to a higher tier or back down easily, and your billing adjusts automatically.
No. Zaui does not charge its commission on offline/manual bookings. “No fees on offline bookings” You only pay the commission when a booking is processed online through our system. Manual reservations (or bookings from partner channels we set up for you) incur no extra platform fee. (30% or less)
All of Zaui’s core features are included in your plan at no extra charge. We believe in value and transparency: Zaui provides over 15 advanced features (Google Things to do, reporting tools, marketing tools, reports, etc.) at no additional cost. Many competitors charge extra or require higher plans for the same features, but with Zaui you get the full suite of tools in one package. Any optional add-ons (if any) will always be clearly listed and optional there are no surprise paid upgrades for standard features.
Each Zaui plan is designed for clarity and fairness, following industry best practices. You can trust that our pricing is transparent and flexible, with the support you need built in.
Extra accounts- unlimited agents, resellers, user
