Bonus: Glamnetic's Kevin Gould Gets Proactive About Customer Experience with Gorgias' Co-Founder, Romain Lapeyre
Subscribe to DTC Newsletter - https://dtcnews.link/signup 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 Subscribe to DTC Newsletter - https://dtcnews.link/signup Advertise on DTC - https://dtcnews.link/advertise Work with Pilothouse - https://dtcnews.link/pilothouse Follow us on Instagram & Twitter - @dtcnewsletter Watch this interview on YouTube - https://dtcnews.link/video