DTC Podcast

Bonus: Glamnetic's Kevin Gould Gets Proactive About Customer Experience with Gorgias' Co-Founder, Romain Lapeyre

May 22, 2024

Kevin Gould from Glamnetic and Romain Lapeyre from Gorgias discuss scaling customer support with AI, boosting loyalty with personalized touches, and preparing for peak seasons like Black Friday. Learn how innovative customer support strategies can drive growth and satisfaction in e-commerce.

31:25

Creator website

Episode guests

Kevin Gould

Romain Lapeyre

AI Summary

AI Chapters

Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Swift responses in customer service build trust by acknowledging concerns promptly.

Transition from reactive to proactive customer support empowers teams for effective service.

Innovative personalized interactions and community-focused initiatives set new standards in customer support.

Deep dives

The Importance of Prompt Responses in Customer Service

Providing timely responses in customer service, even if without a full solution, builds trust as customers feel acknowledged. The podcast highlights the significance of swift interaction and meeting customer expectations. Responding promptly sets a positive tone, reassuring clients that their concerns are being addressed.

Introduction

3min

Enhancing Customer Experience Through AI Integration

11min

Enhancing Customer Experience and Feedback Utilization

8min

Exploring the Future of Customer Experience Through AI Integration

3min

Enhancing Customer Experience with AI in E-commerce

6min

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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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