EPISODE SUMMARY

In this episode of DTC Pod, Alex discusses the evolution of customer service, why customer service agents are actually sales people and how Gorgias unlocks that, the stigmas of customer service, and why Gorgias is committee to changing the customer service industry.

EPISODE NOTES

Alex Plugaru is the CTO & cofounder of Gorgias, the customer service tool born from Techstars NYC program. Gorgias now has 9K+ customers (including some of the most well-known brands), $25M ARR, a global team of 230+ people, and $75M in fundraising. Before starting Gorgias in 2015, Alex worked as a web developer at various companies.

EPISODE HIGHLIGHTS

42:56 - 43:28
This Common Mistake Can Destroy Your Business
Even if you go above and beyond for a specific customer, it doesn’t necessarily drive into more sales. But what decreases sales is actually if you provide consistently bad customer service, so you reply slow, you don’t you don’t have a good SLA, you have very bad CSAT scores, customer satisfaction scores, and NPS and so forth. So basically customer service needs to be, it’s a service, it’s a baseline, you don’t want to go below.

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29:27 - 29:43
The Sales GOLD MINE Most Ignore
This is an important realization like either you like it or not, as a merchant, your support agents are selling are selling your brand. They are selling your products. So either you recognize that and understand that that’s the truth.

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38:21 -  38:49
CX As A Cash Cow
The reality is like today the economics and how it works and the whole industry is that it’s like, okay it’s a cost center, let’s just save as much money as possible. Let’s just hire the cheapest possible people and so forth. Like basically pay as little as possible to drive this kind of unnecessary evil almost. And it’s really weird, because, as you said, it’s like the only people that are talking to your shoppers are people in customer service.

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