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2X eCommerce Podcast

S06 EP10: Delivering Customer Happiness with Segmentation, Automation and Empathy

Mar 11, 2021
Louis Lavedan, Strategic Partner Manager EMEA at Gorgias, discusses how segmentation and automation can boost productivity and drive revenue in eCommerce customer service. They also explore the importance of personalization, machine learning, and human connection in delivering customer happiness. The podcast highlights the growth of Gorgias, the evolution of customer service beyond shipping and refunds, and the significance of creating a premium customer service team. Additionally, they touch on using machine learning to analyze sentiments of social media comments and the benefits of consolidating customer information in a central system.
50:15

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

  • Segmentation and automation can streamline customer service and improve productivity and revenue.
  • Personalization and context are critical for effective customer service, fostering loyalty and driving repeat purchases.

Deep dives

Segmentation, Automation, and Human Relationships: Making Customer Service Profitable

The key to making customer service a profit center lies in segmentation, automation, and human relationships. By segmenting customer requests based on topics and using machine learning to analyze sentiments, businesses can streamline their responses. Automation can be used to handle repetitive questions and improve resolution time, allowing customer service teams to focus on more complex queries. Being available on various communication channels, including email, live chat, and social media, helps create a personalized experience. Responding proactively and reactively to negative comments on social media showcases a commitment to customer satisfaction. Ultimately, providing exceptional customer service can drive sales and foster customer loyalty.

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