SE8 EP06: The Future of eCommerce Success: How AI is Revolutionizing Customer Experience - Tune in with Marius Laza

On today’s episode, Kunle is joined by Marius Laza, the CCO (Chief Customer Officer) at Tidio, a customer experience platform that serves over 300,000 eCommerce merchants globally, most of which are on the Shopify platform. Marius shares insights on how eCommerce businesses can leverage live chat and chatbots to improve their customer experience, drive sales, and increase customer loyalty. The conversation starts with Marius discussing how Tidio's live chat and chatbot software can help eCommerce businesses improve their customer service by freeing up time for their customer support teams. This, in turn, allows them to focus on more complex queries and increase customer satisfaction. Marius also highlights how Tidio's Magic Wand feature can normalize any customer service tone of voice, which is especially helpful for companies with offshore resources. The discussion then moves on to how live chat can help with lead generation. Marius shares how Tidio's support team has been able to identify leads and send them to the sales team, resulting in increased sales. He also emphasizes that live chat is one of the most underrated customer acquisition channels and that eCommerce brands should not delay instant gratification for customers who are ready to buy. Kunle then asks Marius for his advice on how eCommerce brands can navigate growth through customer success in 2023. Marius recommends that companies focus on turning high-intent traffic into buyers by triggering the right chatbot at the right time. He notes that it's not about bringing more people to your website, but rather bringing the right people and leveraging technology in the right way to get the job done. Overall, this episode is a must-listen for eCommerce business owners and marketers who want to improve their customer service, increase sales, and build customer loyalty. Whether you're new to live chat or an experienced user, Marius's insights and recommendations will provide valuable takeaways for your business.----------- SPONSORS: This episode is brought to you by: Klaviyo This episode is brought to you by Klaviyo – a growth marketing platform that powers over 25,000 online businesses. Direct-to-Consumer brands like ColourPop, Huckberry, and Custom Ink rely on Klaviyo. Klaviyo helps you own customer experience and grow high-value customer relationships right from a shopper’s first impression through to each subsequent purchase, Klaviyo understands every single customer interaction and empowers brands to create more personalized marketing moments. Find out more on klaviyo.com/2x. Recharge This episode is brought to you by Recharge, the leading subscriptions payment solution for Shopify merchants. Recharge helps eCommerce merchants of all sizes launch and scale subscription offerings. Recharge powers the growth of over 15,000 subscription merchants and their communities—turning one-time transactions into long-term customer relationships. Turn transactions into relationships and experience seamless subscription commerce with Recharge. Find out more on rechargepayments.com/2x.