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.