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Secrets To Scaling Your Ecommerce Brand

Ep 243: Profit-Driven Customer Service With Laura Koerber, Gorgias

September 30, 2021 Jordan West & Sean Lang
Secrets To Scaling Your Ecommerce Brand
Ep 243: Profit-Driven Customer Service With Laura Koerber, Gorgias
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Secrets To Scaling Your Ecommerce Brand
Ep 243: Profit-Driven Customer Service With Laura Koerber, Gorgias
Sep 30, 2021
Jordan West & Sean Lang

We know that good customer service goes a long way in resolving customer issues, but did you know that with the right strategy, it can vastly increase revenue as well?

In this episode, Laura Koerber from Gorgias talks about customer communication centralization and how it makes customer service more efficient. She also shares how this strategy can help not only with customer relations but also increase revenue. Listen up and check this level-up eCommerce help desk.


KEY TAKEAWAYS FROM THIS EPISODE

  • Centralizing all communication with customers saves you time from going through different tools when responding to them.
  • 90% of customers today expect to be responded to immediately.
  • Not responding to customers quickly can cause losing the opportunity for your customers to return and purchase more items from your business.
  • Customers are expecting an immediate response, but they want something personalized, too.
  • When agents can work through their customer inquiries more efficiently, they can spend more time on customers messaging from other channels that haven’t placed their order yet. This can drive more sales.
  • Be where your customers are.



TODAY’S GUEST

Laura Koerber is part of the partnerships team at Gorgias.

Gorgias provides an integrated helpdesk for e-commerce brands, making it easy to deliver personalized support and automation across multiple channels. 


Connect and learn more about Laura and Gorgias here: 

Website: https://www.gorgias.com

LinkedIn: https://www.linkedin.com/in/laura-koerber/

Email: Laura@gorgias.com




We love our podcast community and listeners so much that we have decided to offer a free eCommerce Growth Plan for your brand! To learn more and how we can help, click here:

https://mindfulmarketing.co/growthplan-apply


If you've been paying attention and your brand is ready to GROW, apply now to be the one new brand we take on this month!

https://mindfulmarketing.co/apply

In this episode's sponsor is Subsummit - led by Christopher George, Co-Founder and CEO, is the hub for subscription commerce enthusiasts. Christopher's entrepreneurial expertise, showcased through successful ventures like Gentleman’s Box, fuels SubSummit's mission.


He shares valuable insights at e-commerce conferences nationwide and inspires aspiring entrepreneurs through guest lectures and mentorship programs. SubSummit embodies Christopher's dedication to empowering the subscription commerce community.


SubSummit is the world's largest gathering for DTC subscription and membership brands. It brings together industry leaders and aspiring entrepreneurs to explore the booming 2-trillion-dollar subscription industry. Whether you're already involved or looking to join, SubSummit is your go-to event for networking and learning in this thriving sector.


Learn more here: Subsummit

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Show Notes

We know that good customer service goes a long way in resolving customer issues, but did you know that with the right strategy, it can vastly increase revenue as well?

In this episode, Laura Koerber from Gorgias talks about customer communication centralization and how it makes customer service more efficient. She also shares how this strategy can help not only with customer relations but also increase revenue. Listen up and check this level-up eCommerce help desk.


KEY TAKEAWAYS FROM THIS EPISODE

  • Centralizing all communication with customers saves you time from going through different tools when responding to them.
  • 90% of customers today expect to be responded to immediately.
  • Not responding to customers quickly can cause losing the opportunity for your customers to return and purchase more items from your business.
  • Customers are expecting an immediate response, but they want something personalized, too.
  • When agents can work through their customer inquiries more efficiently, they can spend more time on customers messaging from other channels that haven’t placed their order yet. This can drive more sales.
  • Be where your customers are.



TODAY’S GUEST

Laura Koerber is part of the partnerships team at Gorgias.

Gorgias provides an integrated helpdesk for e-commerce brands, making it easy to deliver personalized support and automation across multiple channels. 


Connect and learn more about Laura and Gorgias here: 

Website: https://www.gorgias.com

LinkedIn: https://www.linkedin.com/in/laura-koerber/

Email: Laura@gorgias.com




We love our podcast community and listeners so much that we have decided to offer a free eCommerce Growth Plan for your brand! To learn more and how we can help, click here:

https://mindfulmarketing.co/growthplan-apply


If you've been paying attention and your brand is ready to GROW, apply now to be the one new brand we take on this month!

https://mindfulmarketing.co/apply

In this episode's sponsor is Subsummit - led by Christopher George, Co-Founder and CEO, is the hub for subscription commerce enthusiasts. Christopher's entrepreneurial expertise, showcased through successful ventures like Gentleman’s Box, fuels SubSummit's mission.


He shares valuable insights at e-commerce conferences nationwide and inspires aspiring entrepreneurs through guest lectures and mentorship programs. SubSummit embodies Christopher's dedication to empowering the subscription commerce community.


SubSummit is the world's largest gathering for DTC subscription and membership brands. It brings together industry leaders and aspiring entrepreneurs to explore the booming 2-trillion-dollar subscription industry. Whether you're already involved or looking to join, SubSummit is your go-to event for networking and learning in this thriving sector.


Learn more here: Subsummit