Description

Aleksandra focuses on integrations with ecommerce platforms such as Shopify and WooCommerce, and on building an experience that helps merchants increase their sales.

She has been in product for 8 years, and has been working at Text since 2021.

In This Conversation We Discuss:

• [00:00] Intro
• [01:07] Text, LiveChat, and the AI pivot
• [01:59] 25 years of customer service data
• [03:14] From biotech degree to ecommerce SaaS
• [04:15] There's no right way into ecommerce
• [04:37] Why you can't copy someone's success
• [05:47] Using competitor analysis the right way
• [06:22] Support chats are buying decisions
• [07:12] Spotting high intent signals on your store
• [08:35] Return questions are risk assessments
• [09:00] Proactive outreach from humans or AI
• [09:40] Beating fear, uncertainty, and doubt
• [10:39] Why fast replies build trust
• [11:05] How AI and humans work together in support
• [13:10] The late-night mattress shopper story
• [14:15] Measuring revenue lift from AI
• [14:40] How Nuvoo grew sales over 400%
• [16:12] 98% resolution vs. 70% of traffic
• [17:33] Automating the "lazy customer" questions
• [18:45] Proactive chat invites that drive sales
• [19:53] Blending human support with AI agents
• [20:50] Making AI sound like your brand
• [21:33] Where to learn more about Text
• [22:35] Free merch for customer support teams
• [22:56] Final thoughts

Resources:

• Subscribe to Honest Ecommerce on Youtube
• AI customer service engine that drives revenue text.com/ 
• On a customer support team? Grab Text's merch, including T-shirts and sweatshirts: store.text.com?utm_source=podcast&utm_medium=Honest%20Ecommerce&utm_campaign=podcast&utm_content=_ 
• Follow Aleksandra Kacperczyk linkedin.com/in/aleksandra-kacperczyk-200047180/

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