Bonus: Monos' Mike Wu on Scaling Customer Service with AI
Subscribe to DTC Newsletter - https://dtcnews.link/signup Hello and welcome to the DTC Podcast. Today, we're joined by Mike Wu from Monos, a leading brand in the travel and luggage industry. Mike shares how Monos has successfully integrated Zowie.ai into their customer service operations, handling 50% of customer inquiries and freeing their team to focus on more complex tasks. Key Insights: AI Integration: Learn how Zowie.ai is automating responses to common customer inquiries. Efficiency Gains: Discover how AI allows Monos to scale without additional hires. Data-Driven Decisions: Understand the role of AI in providing actionable insights to improve product quality and customer satisfaction. Highlights: 50% of conversations handled by AI. Focus on training AI for optimal performance. Strategic scaling without increasing team size. Timestamps: 0:00 - Introduction and Mike Wu’s background at Monos 2:00 - Initial challenges at Monos and early customer service struggles 4:30 - Transition to automation and offshore support team 6:30 - Implementing Zowie AI and its impact on customer service 8:45 - High-touch customer experience in the luggage industry 10:45 - Training and managing the AI for customer support 13:00 - Efficiency improvements and real-world examples 15:15 - Future plans for AI in pre-purchase interactions 17:30 - Proactive customer support and sales with AI 20:00 - Balancing automation and human touch in customer service 22:30 - Exploring AI for product returns and quality control 25:00 - Closing thoughts and future outlook Hashtags: #CustomerExperience #AI #Monos #DTC #Ecommerce #CustomerService #Automation #ZowieAI #CX #RetailTech 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