{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"How to Deliver Exceptional Customer Experiences","description":"In this episode of the Ecwid Ecommerce Show, hosts Jesse and Rich are joined by Chris Lavoie, the Technology Partner Manager at Gorgias.com The episode touches on the following:  What helpdesk software is and how it differs from AI-chatbots. Omnichannel in customer service, and answering customer questions where they are. Using social media not only for marketing but for customer support as well.&amp;nbsp; Effectively spotting and answering negative replies on social media. The most important metrics for customer support, including first response and resolution time. How to empower customers to serve themselves on a website and escalate to a live agent when necessary.&amp;nbsp; Using machine learning to detect negative comments in customer requests to prioritize them in a support agent\u2019s queue.&amp;nbsp; Considering a customer\u2019s history of requests to improve phone support. Customer service agents can get all the information they need about a customer right when they call.&amp;nbsp; How presales can be an opportunity for customer support.&amp;nbsp;  Ecwid Podcast on Ecwid https:\/\/www.ecwid.com\/blog\/podcast Ecwid Social Social Profiles:&amp;nbsp; Facebook: https:\/\/www.facebook.com\/ecwid Instagram: https:\/\/www.instagram.com\/ecwid\/ Youtube: https:\/\/www.youtube.com\/user\/EcwidTeam Twitter: https:\/\/twitter.com\/ecwid Pinterest: https:\/\/www.pinterest.com\/ecwid\/ Jesse Ness Social Profiles: LinkedIn: https:\/\/www.linkedin.com\/in\/jesseness\/ Richard \u201cRichE\u201d Otey Social Profiles: LinkedIn: https:\/\/www.linkedin.com\/in\/richardotey\/ Twitter: https:\/\/twitter.com\/RichardOtey&amp;nbsp; ","author_name":"The Ecwid E-commerce Show","author_url":"https:\/\/www.ecwid.com","html":"<iframe title=\"Libsyn Player\" style=\"border: none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/19472486\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/88AA3C\/\" height=\"90\" width=\"600\" scrolling=\"no\"  allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen><\/iframe>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/content\/106142138"}