Notch

Last week at the Global-e Executive Summit in London I was invited to participate in a panel about AI. With the help of our partner Notch, we have been implementing AI technologies in various aspects of our business. If approached properly, AI can be a great benefit for a business, particularly in e-commerce. Thank you for the invite, Juliette Izard, Geraldine Andre, Nir Debbi. It was great spending time with all of you.

If you’re currently considering using any AI solution for CX - you should DM me and book a demo. It’ll take 20 minutes and you’ll probably see an AI solution which is 10x more robust than anything you’ve seen. When you do evaluate different solutions, make sure to ask the following: 1. How would the AI take into account multiple orders? Sometimes the customer might not know the order number or might want to return an order which isn’t the latest one. Which means simple heuristics here won’t work. What if they have 2 orders under the same email but a few more under a different email? 2. How will the AI follow specific company policies for WISMO/returns/exchanges? Don’t take their word that ‘it works’. Ask to actually SEE how that works. Having a simple piece of knowledge with the policy won’t cut it - retrieval augmented generation cannot be trusted to be 98% accurate (the kind of precision you’ll need to automate processes). 3. Back-office tasks - what if you want more than just a full refund? Can the AI understand how to do a partial refund? Is it based on more than just ‘intent’? 4. Integrations - what if you use global-e? What if you use Aftership/TrackingMore or any other aggregator to get detailed information about where the order is? WISMO (Where is My Order) questions sound simple - they’re actually very complicated and can be broken down to 10-15 sub-processes and different policies. Those are only a small part of the ‘tasks’ and questions a CX agent needs to answer in order to solve a CX ticket. Don’t get blinded by nice UI’s and smooth sales pitches. It’s very hard to cut through the noise and really understand which solution is superior. Ask tough questions.

If you’re currently looking for additional customer service reps - you should consider booking a demo with us. Even if you’re not big believer that AI-agents can handle your most complicated support flows - let me prove you wrong. Worst case scenario? You learned what a state of the art AI-CX system can do. Best case scenario? You found a scalable solution for your CX team. DM me to book a demo. FYI - we offer a no strings attached, no commitment 1 month free trial. We’re going to build a blueprint of your CX processes and solve your tickets completely for free. Not happy after 29 days? Just fire us (we’ve never lost a client).

Was it a bot or an actual customer support person? 🤖 With AI taking over the world and customer support of many brands online, it sometimes takes work to distinguish whether I've just spoken to an AI or a person. Even a veteran like me was fooled by our long-time client idyl's solution. 😬 As a global brand in the luxury jewelry space, idyl' customer support needs to be the very best. They tried multiple solutions, from outsourcing to teaching the CEO to handle the chat and many other tools. It wasn't working for them until they came in contact with Notch. 🤜 🤛 Their slogan says it all: AI-operated, Human supervised Customer Support. Once implemented, you no longer need to choose between maximizing CSAT and minimizing costs. Because Notch does both. 👀 Because the chat is of the highest level, I witnessed a remarkable increase of 30% CVR from their chats by simply allowing Notch to do its job. Another significant advantage is the Average Handle Time, which is reduced by over 50%, a testament to Notch's impressive impact. 🙌 Did I make you curious about improving your Customer Support experience while cutting costs? Notch offers multiple solutions for small and enterprise businesses. Send me a message, and we at surf&turf will explain more in-depth what Notch can do for you! 🙋