Ep 33: Exceptional Customer Service, Simplified with Nicole BaqAi of Gorgias
Episode Summary
In running a successful business, one thing you should be considering is your customer support. As the heart and soul of your business, they should be of the utmost importance.
We are joined by Nicole Baqai, Gorgias’ Strategic Partnerships Manager. In this episode with her, we will discuss entirely the benefits and privileges of having a multi-channel help desk. Gorgias also allows merchants to manage all their support from one place and connects all business apps and all communication channels to provide support agents a unified view of their customers.
With Gorgias’ effectiveness, merchants could turn what used to be a customer service team that just answered issues into a profit center that upsells and generates additional revenue for the business.
EPISODE HIGHLIGHTS:
[06:04] A new show that Gorgias has created, Vested Interest; where brands can pitch to three venture capitalists for funding.
[08:23] Nicole and Stephen discuss Shark Tank, their favorite sharks and why.
[09:20] Nicole explains the most Gorgias common use cases for emerging Shopify brands. How a multichannel help desk helps merchants
[12:30] Nicole reviews a Gorgias study of its clients that revealed an intriguing conversion rate for brands that answer chats within 10 minutes of receiving them.
[13:28] Two use cases that have worked for other Gorgias clients: Proactive chats and using promo codes via chat.
[15:23] How to turn your customer support team into a sales team that generates revenue.
[18:26] How a smaller customer support team can manage expectations and response quickly thru live chat.
[20:01] How live chat fits into conversational marketing – email, SMS, Facebook messenger and messaging apps
[23:06] Tips on how to get more out of your existing web traffic: Proactive live chat. And the best scenarios to reach customers via live chat.
[25:12] Nicole explains a channel workflow from start to finish involving Facebook Messenger
[26:01] Customer service reporting - how to get your marketing team to know exactly what customers are telling your customer service team on product, customer experience, marketing mix, etc.
[28:12] How does Gorgias help with email and SMS list growth and help to acquire new customers.
[29:35] How does multichannel help desk help you with holiday season customer service. Nicole walks through a Steve Madden case study with Gorgias.
[33:15] How Gorgias and AI helps brands save time and be more efficient with the workflow between buyer and seller conversations.
[34:45] Nicole tells us her two favorite songs of all-time, two songs that everyone should be legally required to listen to.
Links + Resourced Mentioned
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