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Bonus: Glamnetic's Kevin Gould Gets Proactive About Customer Experience with Gorgias' Co-Founder, Romain Lapeyre
Manage episode 419677694 series 2899866
Contenu fourni par DTC Newsletter and Podcast and DTC Newsletter. Tout le contenu du podcast, y compris les épisodes, les graphiques et les descriptions de podcast, est téléchargé et fourni directement par DTC Newsletter and Podcast and DTC Newsletter ou son partenaire de plateforme de podcast. Si vous pensez que quelqu'un utilise votre œuvre protégée sans votre autorisation, vous pouvez suivre le processus décrit ici https://fr.player.fm/legal.
Subscribe to DTC Newsletter - https://dtcnews.link/signup
Welcome to the DTC Podcast! In this episode, Kevin Gould from Glamnetic and Romain Lapeyre from Gorgias dive into the challenges and solutions of managing explosive growth in e-commerce. Glamnetic's remarkable leap to $50 million in just one year brought immense customer support demands. Discover how leveraging Gorgias’s AI-powered tools enabled them to transform their customer support into a seamless and proactive customer experience.
Key insights include:
How Glamnetic scaled customer support to handle rapid growth, achieving a 20% deflection rate with AI and aiming for 70% deflection.
Strategic use of personalized touches to boost customer loyalty.
Preparing for peak seasons like Black Friday with scalable AI-driven support.
Learn how AI and innovative customer support strategies can turn challenges into opportunities for growth and customer satisfaction.
Get proactive about your customer experience: https://partner.gorgias.com/DTCpodcast
Keywords: Customer Experience, AI, E-commerce, Glamnetic, Gorgias, Kevin Gould, Romain Lapeyre, Customer Support, Scaling Business, Customer Loyalty, Proactive Support, Black Friday Prep, Digital Marketing, Growth Strategy.
Timestamps:
0:00 - Introduction
2:30 - The Role of AI in Customer Support
4:50 - Glamnetic's Growth Story: From $1M to $50M
7:10 - Reactive vs. Proactive Customer Experience
9:00 - Using AI to Automate Customer Service
11:30 - The Impact of AI on Customer Satisfaction
14:10 - Building a Customer-Centric Culture
16:50 - Enhancing Customer Experience with Personalized Gifts
19:00 - The Future of Customer Experience with Persistent AI
22:00 - Preparing for Q4 and Black Friday/Cyber Monday
25:00 - The Future of Voice and AI in Customer Support
27:30 - Final Thoughts and Upcoming Events
Hashtags:
#CustomerExperience #AI #Glamnetic #Gorgias #Ecommerce #DTC #CustomerSupport #AIAutomation #EcommerceGrowth #CX #CustomerService #BlackFriday #CyberMonday #Podcast #TechInnovations #FutureOfCX
Subscribe to DTC Newsletter - https://dtcnews.link/signup
Advertise on DTC - https://dtcnews.link/advertise
Work with Pilothouse - https://dtcnews.link/pilothouse
Follow us on Instagram & Twitter - @dtcnewsletter
Watch this interview on YouTube - https://dtcnews.link/video
519 episodes
Partager
Manage episode 419677694 series 2899866
Contenu fourni par DTC Newsletter and Podcast and DTC Newsletter. Tout le contenu du podcast, y compris les épisodes, les graphiques et les descriptions de podcast, est téléchargé et fourni directement par DTC Newsletter and Podcast and DTC Newsletter ou son partenaire de plateforme de podcast. Si vous pensez que quelqu'un utilise votre œuvre protégée sans votre autorisation, vous pouvez suivre le processus décrit ici https://fr.player.fm/legal.
Subscribe to DTC Newsletter - https://dtcnews.link/signup
Welcome to the DTC Podcast! In this episode, Kevin Gould from Glamnetic and Romain Lapeyre from Gorgias dive into the challenges and solutions of managing explosive growth in e-commerce. Glamnetic's remarkable leap to $50 million in just one year brought immense customer support demands. Discover how leveraging Gorgias’s AI-powered tools enabled them to transform their customer support into a seamless and proactive customer experience.
Key insights include:
How Glamnetic scaled customer support to handle rapid growth, achieving a 20% deflection rate with AI and aiming for 70% deflection.
Strategic use of personalized touches to boost customer loyalty.
Preparing for peak seasons like Black Friday with scalable AI-driven support.
Learn how AI and innovative customer support strategies can turn challenges into opportunities for growth and customer satisfaction.
Get proactive about your customer experience: https://partner.gorgias.com/DTCpodcast
Keywords: Customer Experience, AI, E-commerce, Glamnetic, Gorgias, Kevin Gould, Romain Lapeyre, Customer Support, Scaling Business, Customer Loyalty, Proactive Support, Black Friday Prep, Digital Marketing, Growth Strategy.
Timestamps:
0:00 - Introduction
2:30 - The Role of AI in Customer Support
4:50 - Glamnetic's Growth Story: From $1M to $50M
7:10 - Reactive vs. Proactive Customer Experience
9:00 - Using AI to Automate Customer Service
11:30 - The Impact of AI on Customer Satisfaction
14:10 - Building a Customer-Centric Culture
16:50 - Enhancing Customer Experience with Personalized Gifts
19:00 - The Future of Customer Experience with Persistent AI
22:00 - Preparing for Q4 and Black Friday/Cyber Monday
25:00 - The Future of Voice and AI in Customer Support
27:30 - Final Thoughts and Upcoming Events
Hashtags:
#CustomerExperience #AI #Glamnetic #Gorgias #Ecommerce #DTC #CustomerSupport #AIAutomation #EcommerceGrowth #CX #CustomerService #BlackFriday #CyberMonday #Podcast #TechInnovations #FutureOfCX
Subscribe to DTC Newsletter - https://dtcnews.link/signup
Advertise on DTC - https://dtcnews.link/advertise
Work with Pilothouse - https://dtcnews.link/pilothouse
Follow us on Instagram & Twitter - @dtcnewsletter
Watch this interview on YouTube - https://dtcnews.link/video
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continue reading
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