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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
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