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DTC Podcast
Ep 402: Breanna Moreno – True Classic - Turn Customer Support Into A Profit Center
May 6, 2024
Breanna Moreno, VP of CX at True Classic, discusses turning customer support into a profit center. Topics include using support data for marketing, integrating support with retention programs, and leveraging partnerships for growth. Insights on business efficiency, brand loyalty, and the human touch in e-commerce. Also covers team building, global expansion strategy, and innovative marketing tactics like using poker chips.
41:31
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Quick takeaways
- Utilize support as a sales channel for upselling and cross-selling products/services.
- Integrate support interactions with marketing insights and customer retention strategies to enhance brand credibility and loyalty.
Deep dives
AI Integration and Phenomenal Results
Implementing an AI help desk solution led to substantial results, showing increased revenue, improved acquisition, and retention rates. The implementation of AI automation during Q4 allowed for efficient support without the usual need for additional staffing or backlog, a significant improvement in operational efficiency.
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Discover
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